The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism

Herausgeber: Dixit, Saurabh Kumar

• Broschiertes Buch

Produktbeschreibung

This Handbook provides a current and comprehensive volume on the conceptual, theoretical and applied advancements on the behaviour of hospitality and tourism consumers, conveying the latest thinking and research. It offers significant new insight into service quality management, customer satisfaction behaviour, loyalty building behaviour, current impacts pertaining to online customer behaviour and how this can be applied to successful consumer lead marketing and management practices.

Produktdetails

• Verlag: Taylor & Francis Ltd
• Seitenzahl: 484
• Erscheinungstermin: 30. September 2020
• Englisch
• Abmessung: 175mm x 246mm x 31mm
• Gewicht: 918g
• ISBN-13: 9780367660062
• ISBN-10: 0367660067
• Artikelnr.: 59995317

Autorenporträt

Saurabh Kumar Dixit is an Associate Professor and Founding Head of the Department of Tourism and Hotel Management, North-Eastern Hill University, Shillong (Meghalaya), India. He holds a Bachelor's degree in Hotel Management and Catering Technology, a Master's degree in Tourism Management and a Doctorate (PhD) in Hotel Management. His research interests include Consumer Behaviour, Service Marketing, Consumer Loyalty and Guest Satisfaction in hospitality and tourism contexts. He has worked for more than 15 years in a number of Indian universities/educational institutes and has also successfully completed different research projects relating to hospitality and tourism management. He has written seven books on diverse themes of tourism in addition to many research papers. He is an editorial board member of several scientific journals, and is also an active reviewer for many international journals such as the International Journal of Contemporary Hospitality Management, Tourismos and Anatolia.

Inhaltsangabe

Introduction
Section 1 Overview of Consumer Behaviour
1.Conceptual Foundation of Consumer Behaviour
2. Revisiting the Sociology of Consumption in Tourism
3. Exploring Tourist Transformation: from Need to Desire to Experience
4. Factors Affecting Tourist Buying Behaviour
5. The Role and Influence of Emotions on Tourist Behaviour
6. Consumer Information Seeking Behaviour
7. Now and When: Reflecting on Some Realities of Consumer Behaviour in the Hospitality Industry
8. Ethical Issues of Consumer Behaviour
9. Cross - Cultural Issues of Consumer Behaviour in Hospitality and Tourism
Section 2 Service Quality Vis-A-Vis Consumer Behaviour
10. Service Quality: Customers' Perspective
11. Management Perception of Service Quality
12. Measuring Service Quality
13. Application of Total Quality Management in Tourism Sector
14. The Impact of Music's Volume and Tempo on Dining Consumers' Behaviours and
Perceptions of Quality
15. Service Experiences in the Tourism and Hospitality Industry: Conceptualization and
Measurement
16. Innovations in Experience
Section 3 Customer Satisfaction Perspective
17. Service, Emotional Satisfaction and Behaviour Patterns
18. Attributes Influencing Customer Satisfaction in Tourism
19. Customer Satisfaction and Pricing Decisions
20. Destination Image, Customer Satisfaction And Behavioural Intentions: The State-Of-The-
Art and A New Research Agenda
21. Customer Delight from Hospitality and Tourism Experience
22. Cruise Passenger's Travel Patterns, Behavioural Intentions and Motivations
23. Customer Complaint Behaviour
24. Enhancing Service Recovery Performance through Error Management Culture
Section 4 Consumer Loyalty Outlook
25. Antecedents of Consumer Loyalty
26. Developing a Consumer Loyalty Model
27. Customer Engagement in Building Consumer Loyalty
28. Consumer Loyalty Trends in the Hotel Industry
29. Brand Experience and Loyalty
30. Relationship Marketing on Social Software Platforms
31. Destination Branding and Customer Behavioural Intentions: The Case of Istanbul as a
Cultural Destination Brand
Section 5 E - Consumer Behaviour
32. Social Media in Hospitality and Tourism
33. Social Media and the Desire for Authentic Travel Experiences
34. Travel Review Websites and Interactive Travel Forums
35. The Potential for eWOM to affect Consumer Behaviour in Tourism
36. The Travel Distribution System and Information and Communication Technologies (ICT)
37. Marketing Communications in Tourism and Hospitality: Trends and Implications of An Online Environment
38. Electronic Customer Relationship Management and Customer Satisfaction
Section 6 Emerging Dimensions of Consumer Behaviour
39. Technological Advancements Shaping Consumer Behaviour
40. Exploring Consumer Behaviour at Slow Food Festivals in Rural Destinations
41. Smartphone Technological Advancement and Consumers
42. Usability Analysis of Augmented Reality for Tourism Destination Image Promotion
43. Servicescape for Hospitality and Tourism Consumers
44. Socially Responsible and Sustainable Practices: How to Involve Tourists and Guests?
45. Tourism Industry Adaptation to a Changing Consumer Market: A Case Study of New Zealand
46. Consumer Behaviour and the Olympic Games