Hospitality Consumer Behavior: Trends and Influencing Factors

This report examines hospitality consumer behavior, focusing on the factors that influence consumer decisions and attitudes within the hospitality industry. It investigates cultural, social, personal, and psychological factors, providing a comprehensive understanding of consumer behavior. The report also analyzes the impact of digital technology on consumer trends, highlighting the role of social media marketing, customer care services, cloud services, smart room keys, and Wi-Fi infrastructure in shaping consumer experiences. The analysis includes an overview of consumer behavior, and attitudes, with a focus on the importance of consumer belief. The report references academic sources to support its findings, providing a well-rounded perspective on the topic. This report contributes to a deeper understanding of the hospitality industry and the evolving dynamics of consumer behavior in a digital age.

Hospitality consumer behavior
and insight

P1. Investigate the different cultural, social,
personal and psychological factors that influence
consumer behaviour and attitudes
 The customer behaviour refers to the decision or the action of the people during, before
and after buying and consuming the product. Hospitality Services is one of the largest
independent across UK. It provides the highest quality food, equipment, services and the
staffing services.
 Hospitality Services is having the years of experience in managing and catering for the
wide range of events. But there are always some factors that influence the consumer
behaviour and attitude which are cultural, social, personal as well as psychological which
are discussed as follows -

CONT..
 Cultural factors
 Social factors
 Personal factors
 Psychological factors

P2. How consumer trends are changing due to the
impact of digital technology.
As the technologies are evolving day by day, it reduces the time and cost to complete the work. The
hospitality industries are also adopting the various technologies that changes the consumers trend.
 Social media marketing- The digital technology is helpful in giving the shape to the hospitality
services and most of the people are using the social media. This is the most powerful tool that
helps in connecting with the people.
 The promotions, special offers attract the customers who are discovering the new places. There
are so many people who invested a lot of money to get the better quality services' and travel
across the world to search these types of services.
 Customer Care services- The social media is the most evolved platform for the marketing the
products and also helps in building the relationship with the customers and also it is convenient
way to understand the needs of the customers and also helps in knowing the customer feedback
about the services.
 These type of services helps in improving the services and also provides the transparency to the
services providers.

CONT..
 Cloud Services- The hospitality services like hotels, tourism keeps on investing on the
cloud services to give the better digital entertainment facilities to the customers. it helps in
managing the data and also helps in securing the digital data by swapping the desktops for
the browsing.
 Smart room keys- Today, the hotels provides the smart room access to the customers
which is the revolution in the room security. This system allows the guests by swiping their
phones near the door. This reduces the time and now the customers do not have to worry
about the keys.
 Wi-Fi Infrastructure- The Wi-Fi is the basic need that every customer expect ad check
while selecting any hotel or using about any other hospitality services. The better internet
speed is having an advantage for the customers who use the laptops and the mobile phones
regularly.

M1 How cultural, social, personal and psychological
factors that influence consumer behaviour and attitudes
 The consumer behaviour is the process that relates with the emotions of the customers. The
consumer behaviour can be understand by the several factors such as by the buying
behaviour, decision making, culture, social, personal and the psychological.
 The Hospitality services is one of the largest hospitality service provider that understand
all these values. The customer attitude is the conditional emotion or the feelings.
 Belief is the very important to gain and attract the consumers because every organization is
running on the basis on the customer's belief.

REFERENCES
 Gursoy, D., 2019. A critical review of determinants of information search behavior and
utilization of online reviews in decision making process (invited paper for ‘luminaries’
special issue of International Journal of Hospitality Management). International Journal of
Hospitality Management, 76, pp.53-60.
 Gao, Y.L., Mattila, A.S. and Lee, S., 2016. A meta-analysis of behavioral intentions for
environment-friendly initiatives in hospitality research. International Journal of
Hospitality Management, 54, pp.107-115.
 Gibson, A. and O’Rawe, M., 2018. Virtual reality as a travel promotional tool: Insights
from a consumer travel fair. In Augmented reality and virtual reality (pp. 93-107).
Springer, Cham.

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