Marketing in Hospitality and Tourism Lecture 5 Understanding Consumer Behavior 1 Introduction • New Hotel Trend: _______________________ – Less than 1% of business travelers in 1970‚ women now account for about ______ of all business travelers • Security • Room Amenities • Executive Lounge • Health Centre • Golf Lessons 2 Introduction Consumer Buying Behavior: • The buying behavior of ______ customers – individual and households who buy goods and services for personal consumption
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Voting Behavior Long term factors that may influence voting behavior over a long period of time include: Social class Gender Age Religion Ethnicity Social Class “Class is the basis of British party politics: all else is embellishment and detail” (Pulzer) Social class is one of the fundamental divisions that define post war British electoral politics. Some would suggest that the social class of a person might explain their voting behavior. Social groups will vote for political
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degree course: statistical specialisation for marketing databases. He is also a marketing consultant and statistician‚ member of the Association Francaise de Marketing and of the Societe Francaise de Statistiques. ¸ ´ ´ ¸ His research focuses on the customer relationship‚ particularly in relation to satisfaction‚ loyalty and retention. Abstract Complaint behaviour is a set of consumer dissatisfaction responses. It is an explicit expression of dissatisfaction‚ but dissatisfaction is only one determinant
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1 Factors Influences Consumer Behaviour Cultural‚ social and personal factors are always considered to be the major forces influencing consumers’ buying behaviour (Kotler and Keller‚ 2006). An understanding of such factors helps businesses at tailoring products that meet consumers’ needs and wants. Among important influences on consumer buying behaviour (culture‚ subculture‚ and social class) ‘’culture is the fundamental determinant of a person’s wants and behaviour’’ (Kotler and Keller‚ 2006
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Zipcar 1. What service attributes does Zipcar offer its customers? What is it asking its customers to give up? • Convenience – customers can make reservations online without having to purchase a car but rent one and pick up in a nearby area/neighborhood. Customers just needed to pay monthly fees and put in a deposit to be able to have access. • Flexibility – customers can make reservations online and for certain time frames (does not have to be for the full day). Customers can also choose the
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Relationships and individuals ’ bank switching behavior Abstract We examine the role of relationships between individuals and their banks in determining bank switching behavior. Using data from a survey questionnaire from a random sample of bank customers in the United States‚ we find that the variables measuring the various dimensions of a relationship significantly lower an individual ’s propensity to switch banks. These include the duration of an individual ’s relationship with her bank‚
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Unethical Tactics For Influencing Behavior Multiple career moves landed Jeanne Lewis in positions to influence the behavior of the employees that worked for her at Staples‚ Inc. In the context of this writing the ethical tactics used by Lewis for influencing behavior will be explored. Lewis ’ decision to work with her employees until she was confident in the team will be examined in the context of her ethical behavior as well. An early example of Lewis ’ ability to influence behavior is found in the
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competitors? First‚ Zipcar has a very user friendly website and app that allows customers the ability to find a car within a short distance‚ choose which model of car he wants‚ and reserve the car. When a car is rented through Zipcar‚ the insurance and gas cost are already included in the rental price. Other car rental companies have centrally located branches that may be far away from the customer and/or difficult to travel to. This is a very important difference since most customers are renting a
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Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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Zipcar executive summary As the traffic problem getting more serious in dense cities these days‚ more people tend to use public transportation systems instead of private cars. However‚ people are also need to drive to destinations for some reason occasionally. So‚ Zipcar targeted on this market in urban areas‚ and obviously‚ this market is potentially large and relatively untouched in US. The high parking expenses and limited drive needs in cities are the points to attract customers. Unlike other
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