Business and technology qualifications, Levels 3-6, in Brussels. Explore qualifications
Portal login
Level 5 Diploma in Tourism and Hospitality Management

Customer Decision-Making Models

THM505 · Tourism and Hospitality Customer Relationship Management — Week 4 of 16

CourseTHM505
Week4 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Customer Decision-Making Models

  1. Stages of the travel buying journey
  2. Cognitive versus affective decision-making
  3. Heuristics in hospitality choices
  4. Post-purchase evaluation and cognitive dissonance
  5. Lecture 13 : Consumer Decision Making Process PART 1
  6. Decision Heuristics: How Customers Decide What to Buy
  7. Why Do You Feel Bad After Buying Stuff? Buyers Remorse
  8. Economics 119 - Lecture 23: Heuristics and Biases
  9. Psychology 160 - 2014-10-15: Attitudes & Behavior (cognitive dissonance)

What you will be able to do

  • 2.1 Explain approaches to customer decision making.

Activity

Start with this week’s 5 videos, then: Seminar, guided reading and a short written task: explain approaches to customer decision making.

Study materials

Videos

  • Decision Heuristics: How Customers Decide What to Buy · YouTube · Professor Wolters · 8 min · for registered students
  • Why Do You Feel Bad After Buying Stuff? Buyers Remorse · YouTube · Professor Wolters · 5 min · for registered students
  • Consumer Decision Making Process · YouTube · The Marketing Channel - MKTG 101 · 26 min · for registered students
  • Consumer Decision-Making Process (With Examples) | From A Business Professor · YouTube · Business School 101 · 6 min · for registered students
  • Consumer Behavior & The Consumer Decision Making Process · YouTube · Wolters World · 14 min · for registered students
  • Behavioural Economics - Heuristics in Decision-Making · YouTube · tutor2u · 5 min · for registered students
  • Attitudes, Behavior, & Cognitive Dissonance (Intro Psych Tutorial #189) · YouTube · PsychExamReview · 11 min · for registered students
  • Why You Feel Guilty After Buying: The Science of Cognitive Dissonance · YouTube · Easy Marketing · 5 min · for registered students

Further resources

  • Noba Psychology module: Judgment and Decision Making · Reading · Noba, textbook chapter · for registered students
  • Principles of Social Psychology, ch. 5: Attitudes, Behavior, and Persuasion · PDF · Saylor Academy, textbook chapter; pp. 214–272 · for registered students
  • Tourism: The International Business (Mill, 2010), ch. 2: Who is the tourist? · PDF · Other, textbook chapter; pp. 39–57 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 3Week 5
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Fundamentals of CRM in Tourism and Hospitality
  • Week 2: Cross-Functional Integration of CRM Systems
  • Week 3: Factors Influencing CRM Implementation
  • Week 4: Customer Decision-Making Models
  • Week 5: Determinants of Hospitality Consumer Purchases
  • Week 6: Relationship-Building and Loyalty Strategies
  • Week 7: Team Dynamics and Organisational Value
  • Midterm: Midterm evaluation
  • Week 9: Managerial Leadership in Team Development
  • Week 10: Monitoring and Measuring Guest Experience
  • Week 11: Strategic Customer Experience Enhancement
  • Week 12: Applying Tourism and Hospitality Customer Relationship Mana…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
Back to the course
Scroll