Changes in hospitality consumers’ needs and wants

Authored by: James Arthur Williams , Stefanie Benjamin

The Routledge Handbook of Hospitality Marketing

Print publication date:  October  2017
Online publication date:  October  2017

Print ISBN: 9781138214668
eBook ISBN: 9781315445526
Adobe ISBN:


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This chapter aims to define the proverbial consumer and explain the applicable terminology of a hospitality consumer. Furthermore, this chapter explains the differences among generations travelling within the hospitality market and discusses how to meet the needs and wants of diverse generations within a volatile hospitality market. Trends that are impacting the hospitality industry and potential threats, internally and externally, are discussed in detail. In this chapter, the needs of consumers and ways to meet and exceed those particular needs are discussed, together with the key factors needed to devise a strategic plan to sustain consumers and to attract new consumers. This chapter also provides a discussion on the importance of internal and external stakeholders and the role of these stakeholders. Finally, it provides specific stratagems needed for hospitality businesses to remain competitive in their target market.

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