Handbook of Consumer Behavior, Tourism, and the Internet
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Handbook of Consumer Behavior, Tourism, and the Internet

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Make the most of your online business resources The growing acceptance and use of the Internet as an increasingly valuable travel tool has tourism and hospitality businesses taking a critical look at their business-to-customer online environments while pondering such questions as, "How do I get people to visit my Web site?" "Is my Web site attracting the 'right' kind of e-consumers?" and "How do I turn browsers into buyers?" The Handbook of Consumer Behavior, Tourism, and the Internet analyzes the latest strategies involving Internet business applications that will help you attract--and keep--online travel customers. Researchers from the United States, Europe, and Asia present the latest findings you need to make the right decisions regarding long-term e-commerce development and planning. The Handbook of Consumer Behavior, Tourism, and the Internet examines vital issues affecting the travel and tourism industry from an online perspective. This book analyzes the latest theory and research on general online buyer characteristics, the differences between online and offline consumer behavior, the differences between broadband and narrowband users, the online search process, quality and perception of lodging brands, and Web site design, maintenance, and development. Each section of the book includes a model/diagram that serves as an overview of the topic, followed by a thorough discussion on the topic from several sources. Each section ends with commentary on the areas where future research is needed. The book's contributors use a variety of research methodologies ranging from qualitative data analyses using artificial neutral network analysis, to experimental design, non-parametric statistical tests, and structural equation modeling. Topics examined in the Handbook of Consumer Behavior, Tourism, and the Internet include: * the need for businesses to use internal examinations to determine and meet online consumer needs * the emerging field of e-complaint behavior--consumers taking to the Web to voice complaints about travel services * how to use e-tools to measure guest satisfaction * how to measure consumer reaction to Web-based technology * the Internet's impact on decision making for travel products * and how to use e-mail marketing, electronic customer relationship management (eCRM), Web positioning, and search engine placementThe Handbook of Consumer Behavior, Tourism, and the Internet is equally valuable as a classroom resource or professional reference, providing up-to-date material on Internet applications and their impact on consumers and e-commerce.show more

Product details

  • Hardback | 330 pages
  • 178 x 254 x 25.4mm | 331.12g
  • Taylor & Francis Ltd
  • ROUTLEDGE
  • London, United Kingdom
  • English
  • 1138834866
  • 9781138834866
  • 2,229,618

Table of contents

Introduction Saurabh Kumar Dixit Section 1 Overview of Consumer Behaviour 1. Conceptual Foundation of Consumer Behaviour Kuan-Huei Lee 2. Revisiting the Sociology of Consumption in Tourism Korstanje Maximiliano and Hugues Seraphin 3. Exploring Tourist Transformation: from Need to Desire to Experience Ronnie Ballantyne, Finlay Kerr, Shirley Rate and Luiz Moutinho 4. Factors Affecting Tourist Buying Behaviour Jennifer Kim Lian Chan and Azilah Kasim 5. The Role and Influence of Emotions on Tourist Behaviour Gabrielle Walters and Shanshi Li 6. Consumer Information Seeking Behaviour Gaitree (Vanessa) Gowreesunkar and Saurabh Kumar Dixit 7. Now and When: Reflecting on Some Realities of Consumer Behaviour in the Hospitality Industry Roy C Wood 8. Ethical Issues of Consumer Behaviour Ann Hindley and Xavier Font 9. Cross - Cultural Issues of Consumer Behaviour in Hospitality and Tourism Clare Hindley and Melanie Kay Smith Section 2 Service Quality Vis-A-Vis Consumer Behaviour 10. Service Quality: Customers' Perspective David Drewery and Ron McCarville 11. Management Perception of Service Quality Ana Oliveira - Brochado and Paulo Rita 12. Measuring Service Quality Aijing Liu, Emily Ma and Christy Yen Nee Ng 13. Application of Total Quality Management in Tourism Sector Aparna Raj and Saurabh Kumar Dixit 14. The Impact of Music's Volume and Tempo on Dining Consumers' Behaviours and Perceptions of Quality Michael C. Ottenbacher, Robert J. Harrington and Anja Treuter 15. Service Experiences in the Tourism and Hospitality Industry: Conceptualization and Measurement Girish Prayag, Jorg Finsterwalder and C. Michael Hall 16. Innovations in Experience Valentina Della Corte and Giovanna Del Gaudio Section 3 Customer Satisfaction Perspective 17. Service, Emotional Satisfaction and Behaviour Patterns David Drewery and Ron McCarville 18. Attributes Influencing Customer Satisfaction in Tourism Gaitree (Vanessa) Gowreesunkar and Stelios Varvaressos 19. Customer Satisfaction and Pricing Decisions Giampaolo Viglia 20. Destination Image, Customer Satisfaction And Behavioural Intentions: The State-Of-The-Art and A New Research Agenda Anestis Fotiadis, MariosSotiriadis and Chris A. Vassiliadis 21. Customer Delight from Hospitality and Tourism Experience Jianyu Ma and Noel Scott 22. Cruise Passenger's Travel Patterns, Behavioural Intentions and Motivations Abdullah Tanrisevdi and Vedat Acar 23. Customer Complaint Behaviour Poh Theng, Loo 24. Enhancing Service Recovery Performance through Error Management Culture Priyanko Guchait Section 4 Consumer Loyalty Outlook 25. Antecedents of Consumer Loyalty Christy Yen Nee Ng, Brian KeeMun Wong and Emily Ma 26. Developing a Consumer Loyalty Model Jeynakshi Ladsawut and Robin Nunkoo 27. Customer Engagement in Building Consumer Loyalty Keith H. Mandabach 28. Consumer Loyalty Trends in the Hotel Industry John Bowen 29. Brand Experience and Loyalty Camille Erika Kapoor and Renata FernandesGuzzo 30. Relationship Marketing on Social Software Platforms Sandra Maria CorreiaLoureiro and Eduardo MoraesSarmento 31. Destination Branding and Customer Behavioural Intentions: The Case of Istanbul as a Cultural Destination Brand Stella Kladou Section 5 E - Consumer Behaviour 32. Social Media in Hospitality and Tourism Ulrike Gretzel and Kyung Hyan Yoo 33. Social Media and the Desire for Authentic Travel Experiences Bonita M. Kolb 34. Travel Review Websites and Interactive Travel Forums Marios Sotiriadis, Anestis Fotiadis and Chris A. Vassiliadis 35. The Potential for eWOM to affect Consumer Behaviour in Tourism Alana Harris and Bruce Prideaux 36. The Travel Distribution System and Information and Communication Technologies (ICT) Roberta Minazzi 37. Marketing Communications in Tourism and Hospitality: Trends and Implications of An Online Environment Shirley Rate, Ronnie Ballantyne, Finlay Kerr and Luiz Moutinho 38. Electronic Customer Relationship Management and Customer Satisfaction Melissa A. Baker Section 6 Emerging Dimensions of Consumer Behaviour 39. Technological Advancements Shaping Consumer Behaviour Ali Bavik, Henrique Fatima Boyol Ngan and Erdogan Ekiz 40. Exploring Consumer Behaviour at Slow Food Festivals in Rural Destinations Samuel Adeyinka-Ojo and Catheryn Khoo-Lattimore 41. Smartphone Technological Advancement and Consumers Sarah Gardiner, Joan Carlini and Noel Scott 42. Usability Analysis of Augmented Reality for Tourism Destination Image Promotion Azizul Hassan and Neda Shabani 43. Servicescape for Hospitality and Tourism Consumers Richard Tresidder 44. Socially Responsible and Sustainable Practices: How to Involve Tourists and Guests? Frans Melissen 45. Tourism Industry Adaptation to a Changing Consumer Market: A Case Study of New Zealand Adam Weaver 46. Consumer Behaviour and the Olympic Games Luke R. Potwarka and Kai Jiangshow more