| Description |
1 online resource (xxix, 483 pages) |
| Series |
Routledge handbooks |
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Routledge handbooks.
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| Contents |
Cover; Title; Copyright; Dedication; CONTENTS; List of figures; List of tables; Notes on contributors; Acknowledgements; Introduction; PART I 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 |
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8 Ethical issues of consumer behaviour9 Cross-cultural issues of consumer behaviour in hospitality and tourism; PART II Service quality vis-à-vis consumer behaviour; 10 Service quality: customers' perspectives; 11 Management perception of service quality; 12 Measuring service quality; 13 Application of Total Quality Management in the 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 |
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PART III Customer satisfaction perspective17 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 passengers' travel patterns, behavioural intentions and motivations; 23 Customer complaint behaviour; 24 Enhancing service recovery performance through error management culture |
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PART IV Consumer loyalty outlook25 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; PART V E-consumer behaviour; 32 Social media in hospitality and tourism; 33 Social media and the desire for authentic travel experiences |
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34 Travel review websites and interactive travel forums35 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; PART VI Emerging dimensions of consumer behaviour; 39 Technological advancements shaping consumer behaviour; 40 Exploring consumer behaviour at slow food festivals in rural destinations |
| Summary |
Consumer behaviour is one of the most explored topics in tourism and hospitality marketing, interchangeably denoted by the terms 'traveller behaviour', 'tourist behaviour' or 'guest behaviour'. Consumer behaviour acts as an origin for every tourism and hospitality marketing activity. It offers an understanding of why people tend to choose certain products or services and what sort of factors influence them in making their decision. The decision process of buying tourism products or services takes time, because they are mostly intangible in nature due to which there are many risks involved in their buying process. This text explores and critically examines current debates, critical reflections of contemporary ideas, controversies and pertinent queries relating to the rapidly expanding discipline of consumer behaviour in hospitality and tourism |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Print version record |
| Subject |
Hospitality industry -- Customer services -- Handbooks, manuals, etc
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Tourism -- Customer services -- Handbooks, manuals, etc
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Consumer behavior -- Handbooks, manuals, etc
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Travelers -- Psychology -- Handbooks, manuals, etc
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Tourists -- Psychology -- Handbooks, manuals, etc
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BUSINESS & ECONOMICS -- Small Business.
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Travel and Tourism.
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Consumer behavior
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Hospitality industry -- Customer services
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Tourism -- Customer services
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Travelers -- Psychology
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Travel and Tourism.
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| Genre/Form |
handbooks.
|
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Handbooks and manuals
|
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Handbooks and manuals.
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Guides et manuels.
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| Form |
Electronic book
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| Author |
Dixit, Saurabh Kumar, 1979- editor
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| ISBN |
9781317334699 |
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1317334698 |
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9781315659657 |
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1315659654 |
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9781317334705 |
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1317334701 |
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9781317334682 |
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131733468X |
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