Understanding Consumer Behavior in Hospitality: Grosvenor Hotels

This presentation provides an in-depth analysis of consumer behavior within the hospitality sector, specifically focusing on Grosvenor Hotels. It explores various cultural, social, personal, and psychological factors that influence purchasing decisions, such as cultural values, reference groups, age, and motivation. The presentation also examines the impact of digital technology on customer trends, including the advantages of online booking, online payments, and online reviews. Furthermore, it highlights the importance of transparency and convenience in accessing information, as well as the influence of mobile applications in enhancing customer engagement. The presentation concludes by emphasizing the significance of understanding consumer needs in the hospitality business, referencing key academic sources to support its findings. This resource is available on Desklib, a platform providing students with access to past papers and solved assignments.

Hospitality Consumer Behaviour Insight

Table of content
Introduction
various cultural, social, personal and psychological factors
which impacts the behaviour of purchaser
Change in customer trends due to digital technology
Conclusion
references

Introduction
This PPT is made to upgrade understanding with respect to
various ideas inside purchaser conduct with regards to
Grosvenor. Grosvenor is a privately owned business which
owes their lodgings inside industry of accommodation in
UK. Grosvenor overseeing in 94 rooms and 24 suits with a
total of 8 floors in UK and they are known for comfort
remains alongside prudent compensation.

Various cultural, social, personal and
psychological factors which impacts
the behaviour of purchaser
Shopper conduct is known as the investigation of individuals and their
observation for purchasing and discarding any item. Customer conduct
is driven by various components under which administrations of
accommodation are depending. In the foundation of Grosvenor, the
organization is investing high amounts of energy on understanding
their client so consumer loyalty can be gotten by them too (Buhalis and
et al., 2019). There are different elements through which purchaser
conduct is impacted and these elements are analyzed beneath:

Cont..
Cultural factor: The culture refers to the
values and attitude an individual who
belongs to a particular group. The culture
from which a person belong does affect the
buying behaviour of a person. The culture
consists of 3 factors, which are:
1. Culture
2. Sub culture
3. Social class

Cont..
Social factors: These elements are related with climate related by
individual as this is assuming significant function for buyers in outlining
choices. Social factor is partitioned into three significant parts, for
example,
Reference gathering: These gatherings are related with tremendous
intensity of affecting choice of customer and under this feeling chief is
having significant part of affecting choices of faculties. This gathering is
demonstrating their capacity of affecting discernment and mindset of
others so that positive choices can be outlined (Chatterjee and Pandey,
2019).

Cont..
 Individual factors: These variables are aggregations of different angles
which are related by individual and these elements are drawing high
effect on purchaser conduct. Individual factor is related with different
perspectives and these are clarified as under:
Age and life cycle stage: This is fundamental that all the
outlined choices are taken by individual as per their age. At each age
needs and requests are changed so conduct is connected with those
necessities and requests of person (Gunden, Morosan and DeFranco,
2020). So this angle draws tremendous effect over buyer conduct.

Cont..
Social groups: These variables are connected with virtue,
custom, convictions and different imperatives. Culture is
assuming noteworthy function in affecting shopper conduct
in following referenced way:
Sub-culture: These are viewed as the gathering wherein same
worth and conventions are related. Because of comparative
culture different preferences are made which counts higher
intensity of dynamic by purchasers and their trim their
conduct.

Cont..
 Psychological elements: These variables are connected with the
presence of brain and insightful capacities of a person. From inward
understanding these elements are propounded and this is related with
different variables those are clarified as under:
 Inspiration: Motivation is characterized as the essential angle which is
required by a person so as to remain enacted and fulfilled. In the
foundation of Grosvenor they are attempting to propel their client by
utilizing different special apparatuses and drawing in them to settle on
purchasing choices.

Change in customer trends due
to digital technology
Advanced innovation in digital world is viewed as the asset by which high impact
over purchaser conduct is drawn as in current time a large portion of individuals is
utilizing innovation as their basic device and the equivalent is favoured by mass
crowd also. By taking help of advanced innovation development in thoughts can be
delivered because of which sharp thoughts can be attempted during the time spent
dynamic. With regards to late time advanced stage is the zone which is breathing in
new and inventive thoughts from the commercial centre because of which client
conduct can be shaped. There are various factors because of which client's are
getting gigantic ramifications in the light of advanced innovation. These
components are clarified as under:

Cont..
The digital advancements may includes:
Digital advantage in booking of hotel
Digital advantage of online payments
Advantage of online review

Cont..
 Straightforwardness and solace in getting to data: Digital
innovation is helping clients inside accommodation industry so
as to accomplish simplicity and solace while booking and
delivering administrations too (Litvin, Goldsmith, and Pan,
2018). With regards to Grosvenor they are using different
gadgets in taking appointments which is giving simplicity and
solace to their clients. This office and innovation is upgrading
openness and accessibility for client because of which
information can be utilized by clients in conspicuous way.

Cont..
 Effect of portable applications: Mobile applications are one of
the most progressive idea by which appropriate correspondence
can be set up inside clients and the association. Portable
applications are developed with positive effect for client as in
current situation versatile applications are giving various
approaches to clients so as to build up correspondence with
association. With regards to Grosvenor they have started their
own application through which client openness have expanded for
them.

Conclusion
From the above PPT this can be inferred that in accommodation
business needs of clients are assuming viable function in setting
up the business in suitable way. Under this report different ideas
are featured which are connected with friendliness and shopper
conduct also.

References
Buhalis, D., and et al., 2019. Technological disruptions in services:
lessons from tourism and hospitality. Journal of Service
Management.
Chatterjee, S. and Pandey, M., 2019. Consumer satisfaction attribute
mapping in hospitality industry through ZMET.International
Journal of Business Innovation and Research. 20(1). pp.87-105.
Gunden, N., Morosan, C. and DeFranco, A., 2020. Are online food
delivery systems persuasive? The impact of pictures and calorie
information on consumer behavior. Journal of Hospitality and
Tourism Insights.
Hu, F., and et al., 2019. Evolving customer expectations of
hospitality services: Differences in attribute effects on satisfaction
and Re-Patronage. Tourism Management. 74. pp.345-357.