Consumer Behaviour and Decision-Making in Tourism

This week’s topics

Consumer Behaviour and Decision-Making in Tourism

1. Buyer decision processes
2. Push-pull travel motivation theories
3. Service quality perceptions and expectations
4. Cultural influences on international tourists
5. Lecture 13 : Consumer Decision Making Process PART 1
6. The GAP Model for Service Quality Improvement
7. Mod-06 Lec-13 Consumer Needs and Motivation, Emotions and Mood, Consumer Involvement

What you will be able to do

• 3.1 Critically analyse theories of consumer decision making in the tourism and hospitality industry.
• 4.1 Research academic sources to identify appropriate theories and models of strategic marketing.

Activity

Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: critically analyse theories of consumer decision making in the tourism and hospitality industry.

Study materials

Videos

• The GAP Model for Service Quality Improvement · YouTube · Wolters World · 11 min · for registered students
• consumer buying process | consumer buying decision process | buying decision process | Marketing · YouTube · DWIVEDI GUIDANCE · 7 min · for registered students

Further resources

• Tourism: The International Business (Mill, 2010), ch. 2: Who is the tourist? · PDF · Other, textbook chapter; pp. 39–57 · for registered students
• Quality of airline service attributes: satisfiers and dissatisfiers · Reading · Reading, article · for registered students
• Principles of Marketing, ch. 11.3: The gap model of service quality · PDF · OpenStax, textbook chapter; pp. 386–390 · for registered students