05/05/2023
Consumer Behaviour in Tourism. John Swarbrooke & Susan Horner.
Published by Butterworth-Heinemann (1999). ISBN 10: 0750632836 . ISBN 13: 9780750632836.............................................
Book Description:
A critical approach to customer service and quality management techniques and tools, challenging traditional thinking in the context of the international tourism industry...........................................
About the Author:
Principal Lecturer in Tourism and Hospitality, Sheffield Hallam University. Susan is a specialist in applied consumer behaviour and marketing. She is the author of a wide range of books, articles, papers and distance learning materials with a particular focus on the tourism and hospitality sectors. Susan has also developed a particular interest and expertise in the writing and use of case studies for innovative teaching and learning experiences.
Head of Tourism and Hospitality, Sheffield Hallam University and Professeur Visitant at IMHI Paris. John is the author of seven books on tourism and has been a keynote speaker at major international conferences in many countries including the UK, Russia, Greece, Indonesia, Portugal, Turkey, Sri Lanka and Brazil. He is also Chair of ATLAS,the association of universities involved in Tourism Education and research.
Consumer Behaviour in Tourism takes a broad view of tourism and looks at consumer behaviour in a number of sectors including:-
* tour operation
* tourist destinations
* hospitality
* visitor attractions
* retail travel
* transport
The authors provide an international perspective on consumer behaviour in tourism through the use of numerous examples and case studies drawn from a range of different regions of the world; an exploration of national differences in consumer culture; the dissemination of research findings and concepts from a number of different regions of the world.
Each chapter features conclusions, discussion points and essay questions, and exercises, at the end, to help tutors direct student-centred learning and to allow the reader to check their understanding of what they have read.
Cases include: PGL; The segmentation of the outbound Japanese market; The Savoy Group of Hotels; Cathay Pacific Customer Questionnaire; First Choice Holidays; Carnival Cruise Lines; Wensleydale Creamery (UK); Societe Roquefort (France); British Airways Environmental Policy; TUI Germany Environmental Policy; Easyjet; Destination Marketing in Las Vegas, USA; Taiwan and the emergence of a new major outbound tourism market.
