(Brown A. , 2010) (McCarthy, 2004) explained that a consumer’s experience with technology products is not restricted to only user-technology interaction but all aspects of the product and service perceived by the consumer. Such multi-dimensional values could be extrinsic or intrinsic in nature (Silvester, 2010). Based on (Holbrook M. , The nature of customer value: An axiology of services in the consumption experience. In R.T. Rust & R.L. Oliver (Eds.
Consumer behavior What is consumer behavior? Consumer behaviour is the study of how individual customers, groups or organizations select, buy, use, and dispose ideas, goods, and services to satisfy their needs and wants. It refers to the actions of the consumers in the marketplace and the underlying motives for those actions. Consumer behaviour is a topic of great interest for marketers because a command of this field can be crucial in terms of choosing the right marketing strategy, and so make busi-ness prosperous (Solomon et al. 1999 p. 10).
The increasing area of business sector has benefited many working sector in potential growth and development since the last few decades. In the previous time, the hospitality sector was meant to be linked with hotel and tourism business only. However, the increasing development and innovation has helped the sector to increase their working range in the market. The research paper aims to evaluate the role of quality management in regards of enhancing organisational practices and performance. The research further intent to evaluate the principles of hospitality management to individually discuss them and help the organisation amend and implement their working strategy that meet the international working criteria.
The field of hospitality has been exposed to students both on the secondary and tertiary level to get them ready for the industry. The industry is said to be mostly time consuming and of a high customer service and interaction base being the reason why persons tend to shy away from it. It is also said that it can be low paying and menial and doesn?t cater for a persons? quality of life which is false. ?The industry needs individuals who are willing and ready to expand and change with it?.
Hospitality is the business of helping people to feel comfortable, relax and enjoy. Giving good services, meals or cocktail, gives customers their possible best experience. The hospitality sector or industry is focused on customer’s satisfaction; it’s built for leisure. The hospitality industry is made up of thousands of interesting organizations, including hotels, restaurants, food service management, fast food, pubs, bars and night clubs. Exceptional services are usually very essential and important for this industry because customer satisfaction usually leads to customer loyalty which helps to ensure the success of a company in the hospitality industry.
Lowry and Flohr (2005) describe the hospitality sector to be service oriented resulting in most hospitality programs putting more weight on industry expectations and opinions, as opposed to the providers’ and students’ preferences. Swanger & Gursay (2007) supports this statement and continues by mentioning that this results in most of the relevant hospitality curriculum studies being overly focused on the employer’s perspective, with very few focusing on the actual providers and recipients of the education. Often employers (industry practitioners) lack the adequate knowledge to rationally assess hospitality curricula (Cappel & Kamens, 2007). Students and faculty members, on the other hand, are able to rationally assess the hospitality programs with regards to how well they contribute to students’ preparedness for their anticipated future hospitality careers (Swanger & Gursay,
Since it helps them create a strong point in understanding the customer, resulting in satisfying consumer demand for product / service satisfaction. It raises the trust and loyalty of the customer to the business, the number of potential customers will also be increased accordingly. It can be said that consumer behavior research is one of the main strategies of each. enterprise. Therefore, marketers try to understand consumers' psychology of their purchasing decisions and identify the factors that influence consumer
Consumer behaviour is the behaviour of consumers that buys goods and services for their personal use and these consumers combined make up the consumer market. Consumers make decisions on what they should buy everyday and most large firms try to understand the what, where, how and how much, when and why they buy the goods and services (Kotler and Armstrong, 2014). According to Nantel (n.d), the importance of understanding consumer behaviour lies in the very principle of what marketing is, which is the basic function of meeting the need of the consumer. To produce a product or service that fulfils the need that is specific need or to offer to a specific segmentation of the population, marketers need to better understand the needs of the consumers.
The Hospitality industry is defined as "hosts offering services to guests", which includes reception, entertainment, and other services for travelers and tourists. Hospitality is a long running folklore in India. India holds a special place in the international world of hospitality. In the highly competitive hotel industry, where products and services have reached “commodity “status, hoteliers are required to find ways to set their products and services apart from other. Every time the consumer takes the direct path to hotel, marketers save on marketing and sales spend required to capture new customers and induce them to select their services over competition.
It even can be called «the hospitality world» that does play a role in people’s lives. 1.2 The hospitality industry as a sphere of activity. The hospitality industry includes various spheres of human activity – tourism, leisure, entertainment, hotel and restaurant business, catering, excursion activities, organization of exhibitions and holding various conferences. It is a complex of different staff activity that does their best to try to satisfy all the tourists’ desires. Today the hospitality industry is one of the largest and fast-growing sectors of the economy.