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Marketing for Hospitality and Tourism

Authors:
Philip Kotler at Northwestern University
Philip Kotler
John T. Bowen at University of Houston
John T. Bowen
James Makens
James Makens
James Makens
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... Tourists can be further characterized by travel-related and personal attributes. Travel characteristics typically include the purpose of visit (e.g., leisure, business, visiting relatives), trip duration, travel timing, distance traveled, type of accommodation, transportation mode, and trip organization (Kotler et al., 1993;Lupu et al., 2021). On the other hand, personal or individual characteristics can be described using socio-demographic (e.g., age, gender, occupation, education), geographic (place of residence), and psychographic variables (e.g., lifestyle, social class, values) (Koswara, 2002). ...
The Influence of Push and Pull Factors of Tourism on Decision-Making and Behavior of Domestic Tourists in Batu City, East Java
Article
  • Mar 2025
Batu City, known for its diverse tourist attractions and supporting facilities, has become a favored destination for domestic tourists. Visitor motivations vary, influenced by internal (push) and external (pull) factors that affect their decision-making and travel behavior. This study applied a quantitative approach to examine the influence of push and pull motivational factors on tourist decision-making and behavior. A total of 100 domestic tourists were selected through accidental sampling, and data were collected using closed-ended questionnaires with a Likert scale. Analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM) via SmartPLS 3.0. The findings revealed that: (1) Push factors significantly influenced tourist decision-making (p = 0.003); (2) Pull factors also significantly influenced tourist decision-making (p = 0.000); and (3) Tourist decision-making significantly affected tourist behavior (p = 0.000). These results suggest that the Batu City Government should continue enhancing the quality and uniqueness of its attractions, diversifying tourism products, and improving visitor facilities to strengthen its appeal to domestic tourists and support sustainable tourism development.
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... In the same way, Witt and Moutinho (1994) argue that it is very likely for travellers of travel agencies to encounter more dissatisfaction than other service industries. Therefore, effectively recovering these service errors is vital for businesses operating in the service industry (Kotler et al., 2002). Consequently, getting valuable complaints is important for service companies in general and tour operators in particular (Kowalski, 1996;Witt and Moutinho, 1994). ...
Factors Influencing the Complaint Intention and its Relationship with Word-of-Mouth Intention of Foreign Tourists: Empirical Evidence from Vietnam
Article
Full-text available
  • Aug 2023
Objective: This study uses Structural Equation Modelling to determine factors influencing complaint intention and the relationship between complaint intention and word of mouth intention of foreign tourists in Vietnam. Method: The research model was tested through these following steps: Cronbach’s Alpha - scale credibility test, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Analysis (SEM). The data are collected by face-to-face survey with 203 tourists from different countries and who has, at least, visited more than 2 destinations in Vietnam. Results: The research results show that factors affecting complaint intention of tourists are: the perceived value of complaint, perceived likelihood of success of complaint, attitude towards complaints, politeness and involvement. Amongst them, the perceived value of complaint has the strongest impact on complaint intention. Furthermore, the relationship between complaint intention and word-of-mouth intention is proven. A number of solutions are provided to help enterprises working in tourism services get more valuable and useful comments from tourists to contribute to improving their service quality in particular and Vietnam’s tourism in general. Conclusions: The research has shown that there are 5 factors affecting the complaint intention. Amongst them, 4 factors: the perceived value of a complaint, perceived likelihood of a successful complaint, attitude towards complaint and involvement have a positive effect on the complaint intention; while politeness affects the complaint intention negatively.
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Modern Marketing in Indian Tourism: A Digital Approach
Chapter
  • Jun 2025
This chapter explores the transformation of the Indian tourism sector driven by modern marketing and technology. Techniques like SEO, AI-powered personalization, and VR experiences enhance visibility and engagement, while sustainable tourism initiatives attract eco-conscious travelers. Data analytics and localized strategies improve targeted outreach, and tools such as CRM systems and festive marketing rekindle interest among past visitors, expanding the tourist base. However, rural community-based tourism faces branding gaps and misalignment with SDGs like poverty alleviation (SDG 1) and decent work (SDG 8). Artisan enterprises struggle with marketing innovation, emphasizing the need for indigenous branding and market orientation. E-tourism digitizes processes, reduces costs, eliminates intermediaries, and fosters growth by adapting to evolving consumer behaviors. This chapter examines these advancements and challenges, showcasing how they contribute to enhancing India's tourism competitiveness globally.
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STRATEGI PENGEMBANGAN POTENSI WISATA DESA MATANURUNG KABUPATEN SIMEULUE
Article
Full-text available
  • Oct 2024
Penelitian ini mengambil topik tentang strategi pengembangan potensi wisata di desa matanurung. Tujuan penelitian ini adalah untuk mengidentifikasi potensi wisata Desa Matanurung kabupaten simeulue. metode penelitian yang digunakan adalah kualitatif dengan jenis penelitian deskriptif dan menggunakan teknik pengumpulan data melalui observasi, wawancara, dokumentasi dari hasil penelitian di temukan bahwa Potensi wisata di Desa Matanurung Kabupaten Simeulue adalah potensi alam berupa sawah dan potensi budaya berupa nandong smong, nafi-nafi dan kuliner memek.
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Pengaruh Kualitas Fasilitas Bilik Baca Segitiga Terhadap Minat Berkunjung Pemustaka ‎di Perpustakaan Universitas Nasional
Article
Full-text available
  • Jul 2024
Bilik baca segitiga yang disediakan oleh pihak Perpustakaan Universitas Nasional selain memberikan kenyamanan bagi pemustaka, kualitas pada fasilitas tersebut juga dapat meningkatkan minat berkunjung. Tujuan dari penelitian ini adalah untuk mengetahui seberapa baik penilaian pemustaka mengenai kualitas fasilitas bilik baca segitiga, untuk mengetahui seberapa besar minat berkunjung pemustaka dan untuk mengetahui seberapa besar pengaruh kualitas fasilitas bilik baca segitiga terhadap minat berkunjung pemustaka di Perpustakaan Universitas Nasional. Metode yang digunakan dalam penelitian ini yaitu penelitian kuantitatif dengan pendekatan asosiatif. Adapun teknik pengambilan sampel yang digunakan dalam penelitian ini yaitu simple random sampling sebanyak 100 responden. Teknik analisis data penelitian ini menggunakan regresi linear sederhana dengan bantuan Program IBM SPSS Statistik Versi 22. Berdasarkan hasil analisis data menunjukkan bahwa terdapat pengaruh secara positif antara Kualitas Fasilitas Bilik Baca Segitiga terhadap Minat Berkunjung Pemustaka di Perpustakaan Universitas Nasional dengan hasil persamaan regresi Y = 7.841 + 0,445X. Selain itu, besarnya pengaruh dari variabel kualitas fasilitas bilik baca segitiga terhadap variabel minat berkunjung sebesar 55,2%.
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ﺍﻟﺴﻴﺎﺣﻴﺔ‬ ‫ﻟﻠﻤﻘﺎﺻﺪ‬ ‫ﺍﻟﺘﺠﺎﺭﻳﺔ‬ ‫ﺍﻟﻌﻼﻣﺔ‬ ‫ﺗﺴﻮﻳﻖ‬ ‫ﺍﺳﺘﺮﺍﺗﻴﺠﻴﺔ‬ ‫ﺣﻮﻝ:‬ ‫ﺍﻻﻓﺘﺮﺍﺿﻲ‬ ‫ﺍﻟﻮﻃﻨﻲ‬ ‫ﺍﻟﻤﻠﺘﻘﻰ‬ ‫ﻓﻲ‬ ‫ﻟﻠﻤﺸﺎﺭﻛﺔ‬ ‫ﻣﺪﺍﺧﻠﺔ‬ ‫ﺍﻟﺠﺰﺍﺋﺮ‬ ‫ﻓﻲ‬ 2024 ‫ﺟﻮﺍﻥ‬ 05 ‫ﻳﻮﻡ‬ ‫ﺗﻴﺴﻤﺴﻴﻠﺖ-‬ ‫ﺟﺎﻣﻌﺔ‬ - ‫ﺍﻟﻤﺪﺍﺧﻠﺔ:‬ ‫ﻋﻨﻮﺍﻥ‬ ‫ﻛﻮﺟﻬﺔ‬ ‫ﺍﻟﺠﺰﺍﺋﺮ‬ ‫ﺻﻮﺭﺓ‬ ‫ﺟﺎﺫﺑﻴﺔ‬ ‫ﻟﺘﻌﺰﻳﺰ‬ ‫ﺃﺳﺎﺳﻲ‬ ‫ﻣﺮﺗﻜﺰ‬ ‫ﺧﺪﻣﺎﺗﻬﺎ:‬ ‫ﺟﻮﺩﺓ‬ ‫ﺧﻼﻝ‬ ‫ﻣﻦ‬ ‫ﺍﻟﺠﺰﺍﺋﺮﻳﺔ‬ ‫ﺍﻟﻔﻨﺎﺩﻕ‬ ‫ﺻﻮﺭﺓ‬ ‫ﺗﻤﻴﻴﺰ‬ ‫ﺳﻴﺎﺣﻴﺔ.‬ ‫ﺑﺎﻟﺠﺰﺍﺋﺮ.‬ ‫ﺍﻟﻔﻨﺎﺩﻕ‬ ‫ﺯﺑﺎﺋﻦ‬ ‫ﻣﻦ‬ ‫ﻣﺠﻤﻮﻋﺔ‬ ‫ﻋﻠﻰ‬ ‫ﺗﻄﺒﻴﻘﻴﺔ‬ ‫ﺩﺭﺍﺳﺔ
Conference Paper
  • Jun 2024
This study aimed to determine the impact of hotel services quality on differentiating Algerian hotels image, starting from the idea that service quality is a fundamental pillar in the hospitality and hotel industry, and is considered a factor in enhancing the attractiveness of the Algerian tourist destination image. On this basis, service quality was studied through its dimensions (tangibles, reliability, responsiveness, assurance, empathy) as an independent variable affecting the image differentiation, which Kotler
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Pengaruh Promosi Penjualan dan Kualitas Pelayanan terhadap Loyalitas Konsumen pada Chinoss Coffeespace di Pekanbaru
Article
Full-text available
  • Sep 2024
Since the development of lifestyles has become increasingly rapid, the activity of drinking coffee has become a lifestyle in itself. We can see one of these phenomena from the rise of coffee shops that are scattered around offering one stop shopping. Chinoss Coffeespace is a Coffee Shop in Pekanbaru. Coffee Shop initially only provided a place to drink coffee and tea quickly. This research is in line with the Stimulus Organism Response (S-O-R) theory where in essence, good and appropriate sales promotions and service quality can also cause good reactions from consumers, namely loyalty from consumers themselves, and vice versa, if sales promotions and The quality of the service provided is poor so it gets less reaction from consumers, namely consumers do not become loyal to Coffeeshop. This research aims to find out how much sales promotions at Chinoss Coffeespace can influence consumer loyalty.This research uses quantitative research methods, survey methods. The population in this study are consumers who have a loyalty card from Chinos Coffeeshop. In this sample, researchers took a sample of 154 consumers. And also to find out how much the quality of service at Chinoss Coffeespace can influence consumer loyalty. From the results obtained from the Chinoss owner, 1000 cards have been distributed to customers, where each customer must collect 4 cards to be able to exchange them and get a tumbler prize.That the coefficient of determination is 0.812 or equal to 81.2%, this means that variable X1 and Variable X2, in this case Sales Promotion and Customer Quality in the case of Chinoss Coffeespace, can influence variable Y, namely Consumer Loyalty. After the data was processed using the SPSS version 25 application, the researcher knew that the calculated F value of 325.660 had a significance level of 0.000. Therefore, because the significance value in this research is 0.000 which is smaller than the standard significance of 0.05, we can conclude that variables X1 (sales promotion) and X2 (service quality) have an influence on variable Y (Consumer Loyalty). It can be concluded that sales promotion as variable X1 and service quality as variable X2 influence consumer loyalty as variable Y for Chinoss Coffeespace consumers.
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Niche Tourism: A Strategic Response to Overtourism
Chapter
  • Apr 2025
As the tourism industry takes a big leap and continuously flourishes, the concern on its sustainability is a significant matter for all the stakeholders of the tourism industry. Thus, planning, development and marketing tourism products and services have become more valuable as destinations have seen the contribution of tourism in national development particularly in the economic, social, cultural and environmental aspects. This chapter presents niche tourism, its concept and principles, the evident strategies and responses to overtourism in some selected areas, and the considerations of high value and low volume tourists in tourism destinations.
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Ecotourism Destination Brand Development for Managing Overtourism: A Brand Proposal For Mugla, Turkey
Chapter
  • Feb 2025
Ecotourism destination branding is a dynamic concept that combines the principles of sustainable tourism with strategic marketing efforts to promote and safeguard natural and cultural resources and managing overtourism. The purpose of this research is to establish a comprehensive branding proposal for Muğla to manage overtourism, a region widely recognized for its exceptional natural beauty and rich cultural heritage. The introduction will cover the fundamental aspects of ecotourism, including its definitions, principles, and significance in the context of sustainable development. A thorough literature review will explore various dimensions of ecotourism, and examining global trends. This will entail a meticulous examination of destination branding, emphasizing key concepts, strategies, and the role of branding in enhancing the appeal and competitiveness of ecotourism destinations. The proposal for Muğla will be carefully crafted, focusing on five key stages.
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