Hospitality Consumer Behaviour and Insight

Unit 19 - Hospitality Consumer
Behaviour and Insight

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1 (PRESENTATION)................................................................................................................1
P1. Distinct factors influencing consumer behaviour addition to cognition...............................1
PPT.............................................................................................................................................1
P2. Measures in which customer trends are changing because of digital technology................1
PPT..............................................................................................................................................1
LO2 .................................................................................................................................................1
P3 Customer decision-making stages ........................................................................................1
P4 Customer decision-making and purchase path significance for a marketer..........................4
LO3 .................................................................................................................................................5
P5 B2C and B2B comparison.....................................................................................................5
P6 Approaches of research methods and market research..........................................................6
LO4 .................................................................................................................................................7
P7 Influence of marketer upon decision-making stages.............................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality sector is a leading service industry that offers wide range facilities such food
and drink service, lodging, theme parks, event planning, transportation and more. This sector
includes restaurants, hotels and bars through which different types of services is being provided
to customers. Consumer focus is an essential element of the success of hospitality industry. This
sector majorly contributes in job opportunities to individual on direct and indirect basis.
Respective industry also helps in generating revenue for economies that increase its importance
for country growth.
Present report has been conducted on, Four Seasons Hotels and Resorts which is
operating its business functioning in hospitality sector and was founded in the year 1961. In this
report formative discussions has been made on, different factors that are influencing hospitality
consumer behaviour and attitudes. Along with this, decision-making process and the manner in
which marketers are influencing various stages of hospitality consumer decision-making process
is being discussed in this report.
LO1 (PRESENTATION)
P1. Distinct factors influencing consumer behaviour addition to cognition
PPT
P2. Measures in which customer trends are changing because of digital technology
PPT
LO2
P3 Customer decision-making stages
Consumer decision-making is defined as a process that allows consumer to select most
appropriate product among various options. It mainly involves different steps through which a
consumers goes and finally undertake decision to select suitable product to purchase. With the
help of these steps marketers can take proper guide to effectively understand buying decision of
customers. There are different type of factors which is having significant influence upon
decision-making of consumers like psychological factor, emotional factors and more. It is
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