Year: 2007
Author: Susan Horner, John Swarbrooke
Genre: Hospitality
Publisher: Elsevier Butterworth-Heinemann
ISBN-13: 978-0-7506-6735-7
English language
Format: PDF
Number of Pages: 439
The second edition of the book (first edition - 1999) has undergone major changes. And indeed - time does not stand still, and with it the consumer also changes, especially the consumer of tourist services. Therefore, in the first place, the book is aimed at those professionals who want to stay abreast of the latest trends in tourism and hospitality in the work with the consumer. And this oh how not easy.
Preface vii
Acknowledgements ix
Part 1 Context
1 Introduction 3
2 The History of tourist behaviour 12
3 Main concepts in consumer behaviour, including models of consumer behaviour adapted for tourism 40
Part 2 The Purchase-Decision Process
4 Motivators 53
5 Determinants 62
6 Models of the purchase decision-making process 69
Part 3 Typologies of Tourist Behaviour
7 Typologies of tourist behaviour and segmentation of the tourism market 83
Part 4 Tourism Demand and Markets
8 The global pattern of tourism demand 103
9 National differences: domestic, outbound and inbound 113
10 The nature of demand in different segments of the tourism market 128
11 Consumer behaviour and markets in the different sectors of tourism 140
Part 5 Consumer Behaviour and Marketing
12 Researching tourist behaviour: marketing research 153
13 The marketing mix and tourist behaviour 161
Part 6 Topical Issues in Consumer Behaviour
14 The green tourist: myth or reality? 177
15 Rise of the global/Euro tourist? 189
16 The emergence of new markets and changes in tourist demand 201
17 Quality and tourist satisfaction 211
Part 7 Conclusions and Future
18 Conclusions 225
19 The future of tourist behaviour 229
Part 8 Case Studies
1 PGL adventure holidays 241
2 Thomas Cook’s Club 18–30 252
3 The segmentation of the outbound Japanese market 261
4 Segmenting the leisure shopping market 266
5 The Savoy Hotel, London 270
6 First Choice Holidays’ all-inclusive package 277
7 The cruise market: Carnival Cruise Lines 285
8 Wensleydale Creamery, Hawes, North Yorkshire 300
9 Société Roquefort, Roquefort, France 306
10 Industrial tourism in France 310
11 British Airways – environmental policy 313
12 TUI, Germany – environmental policy 327
13 Ragdale Hall – health hydro 338
14 The international spa market 345
15 Adventure tourism in New Zealand 351
16 Gay and lesbian tourism in Australia 361
17 easyJet 367
18 Las Vegas, Nevada, USA 375
19 Taiwan: the emergence of a new major outbound tourism market 393
20 The inbound market to the Republic of Cyprus 395
21 Susi Madron’s Cycling for Softies 402
Glossary of terms 410
Bibliography and further reading 417
Index 425
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