Consumer Behaviour in Hospitality

In an attempt to approach wine tourism as a form of consumer behaviour, a substantial amount of research has focused on the demand-side, exploring the consumers who travel to wine regions. Despite the fact that there is no single, stereotypical “wine tourist”, some distinctive characteristics regarding demographics, motivations or wine lifestyle can be drawn from literature. Several authors have recently addressed this issue and developed various wine tourist typologies, on the basis both of socio-economic and psychographic data. The objective of this paper is to provide a better understanding of the wine tourist, taking into account the different approaches for profiling and segmentation that have been used in recent studies.

The mass chunk of the population of India lives in rural areas but there has been a paradigm shift in the consumer behaviour
of the rural population. The reasons due to the shift vary from very small reasons to the large reasons. The rural population
looks at the urban population with the change in the standard of living with more disposable income or use of the extra income
earned from the agriculture.
Today most of the semi urban rural households have most of the consumer durables at home and the next addition to the same
is Induction Stove. The use of electrical gadgets at the rural households is due to the rural electrification activities taken by the
government of India. The state of Himachal Pradesh is 99.9 % electrified with total 17495 villages out of which 17480
villages are electrified as on 31-07-2013 (According to Ministry of Power Central Electricity Authority).
The use of Induction stove has increased due to the easily mobility of the Induction Stove from one place to another and also
use of it removes the waiting time for the LPG Gas and bio fuel or other local fuel for cooking for other activities at home.
Induction stove leaves no residue and easy use by the most of the age groups pushes the use of Induction stove at homes in the
rural households of Himachal Pradesh.

A challenge for any competitive business is adapting to the fast changing needs of its customers. Chain hotels, in particular, are trying to anticipate and adapt to their current and future customer types and their personalities. A popular segmentation method for chain hotels is by generation: ‘From the Builders Generation who literally and metaphorically built this nation after the austerity years post-depression and World War 2, to the Baby Boomers who redefined the cultural landscape, to Generation X who ushered in new technologies and work styles, and now to Generations Y and Z who in this 21st Century are redefining life stages and lifestyles’ (McCrindle, 2014). As a result, new services and even new chain hotels are starting to emerge specifically targeting Baby Boomers (BB), Generation X (Gen-X), Generation Y (Gen-Y), Generation Z (Gen-Z), or most recently Generation α (Gen-α). Marriott, for example, is attempting to target the leisure Generation Y traveler with a new budget hotel (MOXY), and the business Gen-Y with a new design-focused hotel brand (AC Hotels). This is because research shows there are fundamental differences between generations in terms of how they think about travel and accommodation, how they purchase, how they use technology, what they look for in a hotel, how they think and react in general. The focus here is to identify some of the key characteristics and needs of the five generations as chain hotel customers and how the chain hotel industry is adapting to them.

Reference
Sima, C. (2016) "Generations BB, X, Y, Z, a – the changing consumer in the hospitality industry", In Ivanova, M., Ivanov, S., Magnini, V. P. (eds.) The Routledge Handbook of Hotel Chain Management, London: Routledge, pp. 471-479.

Dendang Melayu Beach is a public beach that is being developed by the Batam City Government. Although various efforts have been made by the government to increase the number of visitors to this beach, it turns out that the number of visitors has not necessarily increased consistently but fluctuated up and down. Therefore, this research was carried out to further explore the behavior of visitors in the hope that it could become a material evaluation of the government in developing this tourist attraction. This study aims to examine the effect of consumer behavior on the selection of Dendang Melayu Beach tourist attractions. The respondents of this study were 100 tourists who visited the Batam Dendang Beach. The data analysis method used is inductive statistics using multiple linear regression. The results of this study are the four variables of consumer behavior namely cultural, social, personal and psychological factors partially positive and significant effect on the choice of tourist attractions.

18.1 Introduction Distribution channels are the paths by which tourism organizations carry out the communication and sales of their products and services. To varying degrees, all tourism product suppliers depend on these channels for the distribution of their products (Bitner and Booms 1982; Middleton 1994). While the importance of understanding and managing the structure and behaviour of such channels has been clearly identified in many mainstream academic and trade publications (Holloway and Plant 1988; Duke and Persia 1993; Ryan 1991), relatively little tourism research has focused on this subject (Uysal and Fesenmaier 1993; Buhalis 2000). Many destinations have also invested in Information and Communication Technologies (ICTs), in their quest for more efficient and effective ways of managing tourism demand and facing domestic and global competition (Sigala et al. 2004). Consumer behaviour, on the other hand, has attempted to explain the decision-making processes of consumers fac...

In this study, 732 Turkish tourists from 25 five-star hotels serving in Bodrum (Turkey) were surveyed via questionnaires to investigate the effects of brand personality (BP), self-congruity and functional congruity on hotel brand loyalty. Before testing the research model, BP of five-star hotels was examined. Explanatory and confirmatory factor analyses demonstrated that the personality of hotel brands consisted of “excitement, sincerity, competence and androgyny” dimensions. Structural Equation Modeling analysis revealed the positive relationships between the research variables, and mediating effects of self-congruity and functional congruity on BP and hotel brand loyalty relationship was explored. The statistical significance of these mediating effects was confirmed with bootstrapping analyses performed through PROCESS macro. The results also proved the greater effect of functional congruity than self-congruity on hotel brand loyalty. In the direction of these results, suggestions were made for future research and hotel managers.

Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user-generated content spread this information to other tourists through the evaluation of service provided and thereby influence the decision of new visitors. Accordingly, this research sought to identify the correlation between overall satisfaction and the evaluation criteria used on a website. For this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star hotels and 299 of five-star hotels) on TripAdvisor, containing independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results showed a strong correlation of overall satisfaction with the criteria of room, service provided and cost-benefit.

Hotel booking decisions are increasingly influenced by consumer feedback available on social media sites. Using data submitted by customers on TripAdvisor, this study analyzes the customer satisfaction ratings posted for 2,211 hotels. The study provides four key contributions to our knowledge on this subject. Firstly, a comparative analysis was conducted of customer ratings for hotels located on the Spanish coast and Portugal's southern coast. Secondly, significant differences were found in the number of comments and average online review ratings, which showed a correlation to the tourism destinations' geographical locations. Thirdly, the study found that customers tend to rate their hotel experiences positively. Fourthly, the customers' overall level of satisfaction with a hotel tends to increase proportionately based on the number of customer feedback comments posted for that hotel. Consequently, one of this study's findings is that hotels should encourage their cu...

18.1 Introduction Distribution channels are the paths by which tourism organizations carry out the communication and sales of their products and services. To varying degrees, all tourism product suppliers depend on these channels for the distribution of their products (Bitner and Booms 1982; Middleton 1994). While the importance of understanding and managing the structure and behaviour of such channels has been clearly identified in many mainstream academic and trade publications (Holloway and Plant 1988; Duke and Persia 1993; Ryan 1991), relatively little tourism research has focused on this subject (Uysal and Fesenmaier 1993; Buhalis 2000). Many destinations have also invested in Information and Communication Technologies (ICTs), in their quest for more efficient and effective ways of managing tourism demand and facing domestic and global competition (Sigala et al. 2004). Consumer behaviour, on the other hand, has attempted to explain the decision-making processes of consumers fac...

The hospitality industry has been hard hit by the ongoing pandemic caused by the COVID-19 virus. As restaurants develop comprehensive reopening plans, consumers may still have mixed feelings about simple things such as going out for a meal. This paper explores wellbeing perceptions of restaurant diners. Based on the analysis of semi-structured interviews, this paper reveals that wellbeing in hospitality is a collective concept comprised of multiple domains of a service system, including macro, meso, and micro levels. Furthermore, this paper provides strong support to show that wellbeing is not only sought collectively, but also is determined by consumers' wellbeing perceptions of both themselves and others around them, and thus contributes to the wellbeing literature in the hospitality domain. Finally, this paper identifies potential concerns regarding crowding and behaviors of other guests, which extends the hospitality literature on perceived territoriality. The theoretical and practical implications are discussed in detail.

Although consumer behaviour (CB) is one of the most researched areas in the field of tourism, few extensive reviews of the body of knowledge in this area exist. This review article examines what we argue are the key concepts, external influences and opportune research contexts in contemporary tourism CB research. Using a narrative review, we examine the CB literature published in three major tourism journals from 2000 to 2012. Of 519 articles identified and reviewed, 191 are included in this article. We examine the development of and scope for future research on nine key concepts, including decision-making, values, motivations, self-concept and personality, expectations, attitudes, perceptions, satisfaction, trust and loyalty. We then examine three important external influences on tourism behaviour, technology, Generation Y and the rise in concern over ethical consumption. Finally, we identify and discuss five research contexts that represent major areas for future scholarship: group and joint decision-making, under-researched segments, cross-cultural issues in emerging markets, emotions and consumer misbehaviour. Our examination of key research gaps is concluded by arguing that the hedonic and affective aspects of CB research in tourism must be brought to bear on the wider CB and marketing literature.

Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user-generated content spread this information to other tourists through the evaluation of service provided and thereby influence the decision of new visitors. Accordingly, this research sought to identify the correlation between overall satisfaction and the evaluation criteria used on a website. For this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star hotels and 299 of five-star hotels) on TripAdvisor, containing independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results showed a strong correlation of overall satisfaction with the criteria of room, service provided and cost-benefit.

This paper introduces the notion of Investigative Research on the Internet (IRI) and conceptualises its processes through the principle of streaming. It discusses the similarities and differences between IRI and netnography and considers various aspects of the IRI process, including site selection, sampling, data collection and analysis. It is argued that streaming can help to understand the processes involved in conducting netnographic research. Moreover, it is suggested that streaming is a more appropriate way to conceptualise some internet-based studies that do not conform to netnographic or ethnographic ideals. Three international empirical cases are used to illustrate the application of IRI and streaming in research on international workers, consumer cultures and on emerging business phenomena.

Customer loyalty has a noticeable impact on the long-term health of businesses. Hence, with the rise of consumers' awareness, corporate social responsibility (CSR) is essential in consumer behavior, specifically in attracting and retaining customers. This paper try to explore the link between corporate social responsibility (CSR) and customer loyalty based on a bibliometric analysis of 56 indexed articles between 2009 and 2020. First, the leading journals and countries in the field were identified. Subsequently, a citation analysis coupled with content analysis of the 16 most cited articles was performed. The challenge was to find out the clusters' divergence in a pinpointed topic. Accordingly, two main research streams were identified based on their mediating variables: (1) mediating effects related to consumer behavior; (2) mediating effects related to the brand. For future researchers, a future agenda was retrieved from the most influential and recent papers in the field to contribute to advancing the existing knowledge.

Purpose Adopting Ajzen’s theory of planned behaviour theoretical framework, this paper aims to explore repurchase intentions among short-term rental users and changes in determinants of repurchase intention in the context of the COVID-19 pandemic. Design/methodology/approach Data for the research was collected via a cross-country quantitative survey (N = 1,433) in five European countries: Croatia, Italy, Spain, Turkey and the UK during 2020. Trust, perceived value, authenticity and perceived risk were incorporated into the structural equation model as part of an integrated analysis of antecedents of repurchase intention. Findings Perceived value and authenticity are the key drivers of a positive attitude to repurchase of short-term rentals even after the pandemic. The pandemic modified the role of perceived risk in determining attitude towards short-term rentals as perceived risks could negatively affect attitude and repurchase intention after COVID-19. Trust in the platform and the...

La Candelaria neighborhood, located in the center of Bogotá (Colombia), is the epicenter of the culture and history of the city, thus generating a large flow of tourists, and its main accommodation offer consists of a series of hostels, which sell their product using different channels. The scope of this research is to propose strategies to strengthen the direct distribution channels of these hostels to generate more income, based on digital marketing strategies and interpretation of hotel indicators.

Advancements in science and technology has brought tremendous change in the life style of people which leading to higher stresses. Stressful situation at work place, disturbs the mental peace, weakens a person psychologically and create complexities in social and familial relationship. The present study analyzed the stress impact on managers of a selected industry in India. Standardized scales for stress assessment were used for estimating the stress of the subjects from private and public sector. Results revealed that on an average the managers had low stresses. Therefore, it was concluded that the increase or decrease of stress will have impact on quality, quantity of work and productivity of work.

Online travel reviews are emerging as a powerful source of information affecting tourists' pre-purchase evaluation of a hotel organization. This trend has highlighted the need for a greater understanding of the impact of online reviews on consumer attitudes and behaviors. In view of this need, we investigate the influence of online hotel reviews on consumers' attributions of service quality and firms' ability to control service delivery. An experimental design was used to examine the effects of four independent variables: framing; valence; ratings; and target. The results suggest that in reviews evaluating a hotel, remarks related to core services are more likely to induce positive service quality attributions. Recent reviews affect customers' attributions of controllability for service delivery, with negative reviews exerting an unfavorable influence on consumers' perceptions. The findings highlight the importance of managing the core service and the need for managers to act promptly in addressing customer service problems.

In an attempt to approach wine tourism as a form of consumer behaviour, a substantial amount of research has focused on the demand-side, exploring the consumers who travel to wine regions. Despite the fact that there is no single, stereotypical “wine tourist”, some distinctive characteristics regarding demographics, motivations or wine lifestyle can be drawn from literature. Several authors have recently addressed this issue and developed various wine tourist typologies, on the basis both of socio-economic and psychographic data. The objective of this paper is to provide a better understanding of the wine tourist, taking into account the different approaches for profiling and segmentation that have been used in recent studies.

The aim of this paper is to analyze the effect of reviews on the online reputation of hotels located in Latin America, by comparing the ratings of GHL hotels that have the highest rankings on TripAdvisor and finding which channels receive the most comments to build a guide for digital marketing strategies. Nowadays, the reviews received on OTA (Online Travel Agencies) and opinion websites reflect the quality management of hotels. This study seeks to demonstrate that when hoteliers consider comments and their guests' opinions, they can improve their ratings and position on the social media their stakeholders utilize. To perform this research, the software REVINATE was used to measure the online reputation in 60 hotels of the GHL Hotel Chain located in Argentina,

Location is a dominant factor affecting the success of hospitality businesses. However, when that location is not blessed with the footfall of a busy high street or cannot rely on the proximity of a nearby major visitor attraction, a more creative approach is required. Indeed, offering an attractive façade, attentive staff and excellent service may not be enough for a hospitality business to succeed unless it already enjoys a well-established reputation. Even then, research suggests that the brand of a place can still have a bigger influence on customer decisions and satisfaction than a business brand on its own, no matter how established. Hospitality professionals can have a big impact on the attractiveness of a place brand by adopting a partnership approach to managing and marketing places that deliver memorable experiences to local residents and visitors alike.

Location is a dominant factor affecting the success of hospitality businesses. However, when that location is not blessed with the footfall of a busy high street or cannot rely on the proximity of a nearby major visitor attraction, a more creative approach is required. Indeed, offering an attractive facade, attentive staff and excellent service may not be enough for a hospitality business to succeed unless it already enjoys a well-established reputation. Even then, research suggests that the brand of a place can still have a bigger influence on customer decisions and satisfaction than a business brand on its own, no matter how established. Hospitality professionals can have a big impact on the attractiveness of a place brand by adopting a partnership approach to managing and marketing places that deliver memorable experiences to local residents and visitors alike.

Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user-generated content spread this information to other tourists through the evaluation of service provided and thereby influence the decision of new visitors. Accordingly, this research sought to identify the correlation between overall satisfaction and the evaluation criteria used on a website. For this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star hotels and 299 of five-star hotels) on TripAdvisor, containing independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results showed a strong correlation of overall satisfaction with the criteria of room, service provided and cost-benefit.

Purpose – The purpose of this paper is to analyze the effectiveness of social couponing campaigns for hotels. In particular, the perceived effectiveness related to four specific objectives is explored (acquiring and retaining new customers, building brand awareness, balancing seasonality and stimulating demand among existing customers). Design/methodology/approach – A questionnaire-based survey was conducted that involved 108 hotels, each of which has run at least one social couponing campaign through Groupon in Italy. The importance-performance approach was applied to analyze the data. Findings – Overall, the perceived effectiveness of social couponing for hotels is quite low. Social couponing is useful to increase brand awareness but does not encourage customer behavioral loyalty. Larger hotels can successfully use this marketing tool to balance demand seasonality. Research limitations/implications – The sample size is limited but includes approximately one-fourth of all Italian hotels that have run social coupon campaigns through Groupon. Only social couponing campaigns run through one daily deal site (Groupon) in one country (Italy) were considered. Practical implications – Social couponing is not perceived as equally effective for all hotels. This study provides hotel managers with suggestions for deciding whether to allocate a share of their marketing resources to social couponing. Originality/value – To the authors’ knowledge, this is the first paper to present field data to complement the available theoretical knowledge on social couponing for hotels.

ABSTRACT
The study was designed to investigate consumer preference for three available GSM services amongst undergraduates of tertiary institutions in Kogi East, Kogi state, with the aim of determining whether gender pre-disposes GSM service choice. A total of one thousand consumers (fifty % males and fifty % females) were sampled through structured questionnaire. The respondents were asked to score GLO, MTN and Zain on four parameters of call cost, reception quality, network coverage and marketing promotions. The data collected was analyzed and hypothesis tested using Kruskal-Wallis H- statistic. The result of the test showed that there is no association between gender and GSM service preference amongst undergraduates of tertiary institutions in Kogi East, Kogi State. In other words, sex does not pre-dispose GSM service choice. Furthermore, the analysis of the data showed that more male consumers (55 percent) currently use GLO network as against (45 percent) female consumers. On the other hand, MTN has 43 percent and 57 percent male/female patronage. Zain has a fifty-fifty male/female patronage.  On the total market share for the area, GLO has sixty- two percent, MTN thirty percent and Zain eight percent. The paper suggests that GSM service providers should upgrade their service qualities since consumers’ discontentment is revealed in the poor service ratings.  It is recommended that the study be repeated in among other group of consumers as well as other parts of the country for generalizations.

Key words: GSM service, gender, association, preference.



Ojatta Dominic Oteino* and Eguda Simon

Η διάρθρωση της παρούσας περιοδικής έκθεσης για τις εξελίξεις στον Ελληνικό Τουρισμό κατά το 2014 έχει σχεδιαστεί να περιλαμβάνει πέντε επιμέρους τμήματα και τη σύνοψη των συμπερασμάτων. Στο πρώτο μέρος παρουσιάζονται στα πλαίσια απολογισμού του 2014 και των προβλέψεων για το 2015, οι πρόσφατες εξελίξεις και τάσεις στην παγκόσμια τουριστική αγορά και στη παγκόσμια Ξενοδοχία καθώς και οι προτιμήσεις των ευρωπαίων τουριστών, με βάση τις προσεγγίσεις του Ευρωβαρόμετρου. Το δεύτερο μέρος συνιστά μια αναλυτική παρουσίαση για τις εξελίξεις του Ελληνικού Τουρισμού κατά το 2014 και περιλαμβάνει θέματα όπως τα χαρακτηριστικά των αλλοδαπών τουριστών που επισκέπτονται τη χώρα, την περιφερειακή κατανομή της τουριστικής δαπάνης το 2014 και τις βασικές αλλαγές στο θεσμικό πλαίσιο του τουρισμού. Τέλος, γίνεται και μία σύγκριση με ορισμένες από τις τουριστικά ανταγωνιστικές χώρες. Η ολοκλήρωση του δεύτερου μέρους πραγματοποιείται με τη συμπερίληψη των νεότερων δεδομένων του θεσμικού περιβάλλοντος του ελληνικού τουρισμού τα οποία θα εμπλουτιστούν ακόμη περισσότερο και με τα νεότερα στοιχεία για το 2015. Το τρίτο μέρος εξετάζει την εξέλιξη της εποχικότητας του ελληνικού τουρισμού το 2014 σε σχέση με το 2013, ως προς τις αφίξεις, τις διανυκτερεύσεις και τις δαπάνες που αφορούν στον εισερχόμενο τουρισμό. Το τέταρτο μέρος αφιερώνεται στη διάρθρωση, τα χαρακτηριστικά και την κατανομή του Ξενοδοχειακού Δυναμικού το 2013 με βάση τη διοικητική διαίρεση της χώρας. Το πέμπτο μέρος αφορά μια από τις ετήσιες βασικές ερευνητικές εργασίες του ΙΤΕΠ, την Ετήσια έρευνα για την ξενοδοχειακή αγορά, όπου μελετώνται οι μεταβολές του ξενοδοχειακού δυναμικού και η χρηματοδότηση του τουριστικού τομέα, τα έσοδα για το 2013 και οι πληρότητες των ελληνικών ξενοδοχείων καθώς και οι τιμές του ελληνικού ξενοδοχειακού προϊόντος κατά το 2014. Προσεγγίζονται επίσης οι διαρθρωτικές μεταβολές της απασχόλησης στα ελληνικά ξενοδοχεία και παρουσιάζονται συγκριτικά οι Ξενοδοχειακές Αλυσίδες στην Ελλάδα. Η έκθεση ολοκληρώνεται με τη σύνοψη των συμπερασμάτων.

Advancements in science and technology has brought tremendous change in the life style of people which leading to higher stresses. Stressful situation at work place, disturbs the mental peace, weakens a person psychologically and create complexities in social and familial relationship. The present study analyzed the stress impact on managers of a selected industry in India. Standardized scales for stress assessment were used for estimating the stress of the subjects from private and public sector. Results revealed that on an average the managers had low stresses. Therefore, it was concluded that the increase or decrease of stress will have impact on quality, quantity of work and productivity of work.

We are offering an outstanding opportunity for an expert in Behaviour Change to grow and develop research in the unique context of an N8 Food consortium. Leading the 'Improved Nutrition and Consumer Behaviours' theme at Leeds, you will be encouraged and supported to build fresh research collaborations which can capitalise on the innovative application of behaviour change work. As a strategic appointment at either Associate Professor or Chair in the area of Behaviour Change, you will be based in the School of Psychology, where we are ready to consolidate and grow behaviour change expertise. The role is part of the £16 million; five-year Agri-Food Resilience Programme funded by the N8 and HEFCE, the role offers unrivalled opportunities for cross-disciplinary relationships, spanning academia and industry across the N8 nationally and internationally. Many of these relationships are nascent, and ripe for creative growth. Potential directions for cross-disciplinary collaborations include research to change behaviour at the farm, supply chain or consumer level to increase resilience and improve nutrition with benefits for public health, reducing environmental impacts and increasing sustainability. A key partnership for the appointed candidate will be with the N8 theme lead, Professor Jason Halford at the University of Liverpool. You will have an international reputation in behaviour change, with clear enthusiasm and capacity for large, multidisciplinary grant applications and for publications of international standard with potential for impact. Our behaviour change team in the School of Psychology offer support, capacity and a creative environment to keep research forward-thinking, relevant and inclusive. Demonstrating an interest and ability to deliver engaging, research-led teaching to educate and inspire students is also essential. We encourage applications from people who are seeking a supportive, ambitious research environment with exciting opportunities for the application of behaviour change within and across disciplines. You will have secured significant research income, and published extensively with a significant number of 3* and 4* REF equivalent outputs, and have a track record of excellence in teaching and leadership. The University of Leeds is committed to providing equal opportunities for all. The University is a charter member of Athena SWAN and holds the Bronze award. We will be happy to consider job share applications and are committed to flexible working for all our employees.

Location is a dominant factor affecting the success of hospitality businesses. However, when that location is not blessed with the footfall of a busy high street or cannot rely on the proximity of a nearby major visitor attraction, a more creative approach is required. Indeed, offering an attractive facade, attentive staff and excellent service may not be enough for a hospitality business to succeed unless it already enjoys a well-established reputation. Even then, research suggests that the brand of a place can still have a bigger influence on customer decisions and satisfaction than a business brand on its own, no matter how established. Hospitality professionals can have a big impact on the attractiveness of a place brand by adopting a partnership approach to managing and marketing places that deliver memorable experiences to local residents and visitors alike.

Η διάρθρωση της παρούσας περιοδικής έκθεσης για τις εξελίξεις στον Ελληνικό Τουρισμό κατά το 2014 έχει σχεδιαστεί να περιλαμβάνει πέντε επιμέρους τμήματα και τη σύνοψη των συμπερασμάτων. Στο πρώτο μέρος παρουσιάζονται στα πλαίσια απολογισμού του 2014 και των προβλέψεων για το 2015, οι πρόσφατες εξελίξεις και τάσεις στην παγκόσμια τουριστική αγορά και στη παγκόσμια Ξενοδοχία καθώς και οι προτιμήσεις των ευρωπαίων τουριστών, με βάση τις προσεγγίσεις του Ευρωβαρόμετρου. Το δεύτερο μέρος συνιστά μια αναλυτική παρουσίαση για τις εξελίξεις του Ελληνικού Τουρισμού κατά το 2014 και περιλαμβάνει θέματα όπως τα χαρακτηριστικά των αλλοδαπών τουριστών που επισκέπτονται τη χώρα, την περιφερειακή κατανομή της τουριστικής δαπάνης το 2014 και τις βασικές αλλαγές στο θεσμικό πλαίσιο του τουρισμού. Τέλος, γίνεται και μία σύγκριση με ορισμένες από τις τουριστικά ανταγωνιστικές χώρες. Η ολοκλήρωση του δεύτερου μέρους πραγματοποιείται με τη συμπερίληψη των νεότερων δεδομένων του θεσμικού περιβάλλοντος του ελληνικού τουρισμού τα οποία θα εμπλουτιστούν ακόμη περισσότερο και με τα νεότερα στοιχεία για το 2015. Το τρίτο μέρος εξετάζει την εξέλιξη της εποχικότητας του ελληνικού τουρισμού το 2014 σε σχέση με το 2013, ως προς τις αφίξεις, τις διανυκτερεύσεις και τις δαπάνες που αφορούν στον εισερχόμενο τουρισμό. Το τέταρτο μέρος αφιερώνεται στη διάρθρωση, τα χαρακτηριστικά και την κατανομή του Ξενοδοχειακού Δυναμικού το 2013 με βάση τη διοικητική διαίρεση της χώρας. Το πέμπτο μέρος αφορά μια από τις ετήσιες βασικές ερευνητικές εργασίες του ΙΤΕΠ, την Ετήσια έρευνα για την ξενοδοχειακή αγορά, όπου μελετώνται οι μεταβολές του ξενοδοχειακού δυναμικού και η χρηματοδότηση του τουριστικού τομέα, τα έσοδα για το 2013 και οι πληρότητες των ελληνικών ξενοδοχείων καθώς και οι τιμές του ελληνικού ξενοδοχειακού προϊόντος κατά το 2014. Προσεγγίζονται επίσης οι διαρθρωτικές μεταβολές της απασχόλησης στα ελληνικά ξενοδοχεία και παρουσιάζονται συγκριτικά οι Ξενοδοχειακές Αλυσίδες στην Ελλάδα. Η έκθεση ολοκληρώνεται με τη σύνοψη των συμπερασμάτων.

Drawing on research conducted in Australia and the United Kingdom, this paper addresses two questions: first, how is parenting and childcare provision performed within restaurants, cafes and pubs; and second, how are different aspects of hospitality provision entangled with parent, carer and children's experiences? The findings show how gestures of hospitality, particularly service interactions that are tailored to meet the specialist needs of these consumers, can create positive emotions and encourage customer loyalty. Furthermore, the data show the importance of recognising children as sovereign consumers. We conclude that responding directly to children's needs can augment their experiences and hence, those of their carers and other patrons. The paper identifies a number of implications for management practice and several avenues for future research.

This paper presents a content analysis of 2,471 customer comments regarding 300 London (UK) restaurants on an online restaurant guide. Favorable comments far outweighed negative reviews. The study’s chief purpose was to identify the factors that are most salient in a guest’s evaluation of a restaurant. . Although food is established as the king of the meal experience, as found in other studies, the starter emerges as a highly memorable item in many consumers’ comments. A preference structure model emerges suggesting that customers consider food, service, ambience, price, menu, and decor (in that order) when reflecting on their experiences. Contrary to expectations, the model remains relatively constant when tested in times of economic plenty and economic crisis. Depending on how management monitors and responds to them, comments on electronic guides and in social media can destroy a restaurant or help secure the business’s longevity. Restaurant managers who respond successfully to comments in electronic forums can turn an unsatisfied customer to a loyal one. The study provides a comparison of comments made during times of favorable economic conditions and times of economic recession.

Keywords: Restaurant management, consumer satisfaction, online consumer guides, word of mouth, referrals, social media

available online at: http://cqx.sagepub.com/content/early/2010/08/09/1938965510378574.abstract