Description
Consumer behaviour is a very important aspect to be studied in every marketing activity, therefore in tourism marketing as well. Defining and identifying the factors that influence consumers help in understanding individual needs and buying processes in their whole complexity.
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011
Series V: Economic Sciences
FACTORS OF INFLUENCE AND
CHANGES IN THE TOURISM
CONSUMER BEHAVIOUR
Delia FRATU
1
Abstract: Consumer behaviour is a very important aspect to be studied in
every marketing activity, therefore in tourism marketing as well. Defining
and identifying the factors that influence consumers help in understanding
individual needs and buying processes in their whole complexity. Consumers
have changed their behaviour over the last two years due to the instability of
the economic environment. The author describes in this article the factors
which influence consumer behaviour and also presents how it has changed
over the past two years.
Key words: tourism services, tourism products, factors of influence,
consumer behaviour.
1
Department of Doctoral School in Marketing. Transilvania University of Bra?ov.
1. Introduction
Consumer behaviour is a highly
important issue for all marketing activities
which have the purpose to promote and
sell tourism products.
The tourism consumer behaviour can be
defined as the ensemble of its acts,
attitudes and decisions regarding choosing,
buying and consuming tourism products
and services, and also its post-consuming
reactions.
The discovery of the consumer’s needs
and decision processes is very important
for the marketing activity because it allows
the marketing manager to improve his own
decision-making process, to forecast future
behaviour and to have a real and objective
image of the consumer demand.
Understanding consumer behaviour is
important for developing new tourism
products and services because it offers a
clearer view of what consumers are
looking for and the manager can reflect
them in the development process.
In order to develop effective and
efficient advertising campaigns, it is
required to comprehend consumer
behaviour. Segmentation is used to design
advertising campaigns based on the market
segment’s particular demands.
An understanding of customers’
demands can be achieved by answering the
following questions:
• Who is important in the buying decision?
• How do consumers buy?
• What are the criteria their choice is
based on?
• Where do they buy?
• When do they buy?
These questions define the five key
dimensions of buyer behaviour.
Answers to these questions can be
provided by personal contact with
customers or by the use of marketing
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
120
research. Also, an important source of
consumer information is the internet.
Using search engines like Google can
provide links to web pages which offer
consumer statistics.
Buying processes are complex,
sometimes involving many variables.
Making false assumptions about these
processes can result in an otherwise good
product or service not being bought.
2. Factors that Influence Consumer
Behaviour
The consumer behaviour is influenced by
many factors: psychological factors, social
factors, cultural factors and even natural
factors. These factors can be grouped in
three main categories as follows:
1. The first category consisting of personal
factors such as tourists’ personality, self
image, attitudes, motivations,
perceptions, life style, age, family life
style, profession;
2. The second category consisting of social
factors such as culture, family, social
class, reference groups;
3. The third category consisting of
situational factors such as time, physical
ambiance, social ambiance, state of
mind.
By understanding these factors one can
identify an individual’s needs.
2.1. Personal Factors
Personal factors are known also as
psychological factors or individual
explicative variables and regard directly
the tourism consumer.
The tourist’s personality is formed by all
the characteristics, beliefs, convictions,
habits which represent a coherent and
stable response of the person at the
stimulus from the external environment
and which distinguish him from other
individuals. The promotional materials of a
firm will be edited according to the
personality of the clients to which they
address, with a view to finding themselves
in those materials.
Self image represents the image that a
person has of himself and it has a very big
influence on his behaviour.
Attitude is a person’s predisposition to
answer in a favourable or unfavourable
manner at the offer of a tourism product or
service. It has a lot of influence over the
market position of tourism products.
Motivations can be grouped in four
categories: physical motivations - as the
desire to practice a sport; cultural
motivations - as the desire to visit a church
or a museum; interpersonal motivations -
as the desire to socialize, to meet new
people; prestige motivations - as the desire
of being appreciated.
There are two more types of motivations:
conscious motivations, which relate to the
individual’s previous experience, and
unconscious motivations which can be
identified by indirect psychological
investigation techniques.
Perception is a complex process through
which people select, organize and interpret
sensory stimulation into a meaningful
picture of the world. The perception of a
tourism destination results from the
interaction of the stimulus specific to it -
shape, colour, sound - and the factors that
regard the tourist’s personality. Therefore,
the same tourism destination will be
perceived differently by different tourists.
Almost never will an individual perceive
reality completely and impartially.
Perception improves depending on how
many stimuli a person perceives and on the
capacity of keeping them in mind.
According to its perceptions and some well
defined criteria, the tourist can rank the
tourism destinations and choose the one
that he considers optimal.
Life style is an individual’s system
regarding his/ her interests, ideas, opinions,
actions, consuming habits.
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
121
Age is an effective discriminator of
consumer behaviour. For example, young
people have very different tastes as regards
products or services, as compared to old
people. Also young people tend to spend
more than old people. The age segments
which rise interest in tourism marketing
from the behaviour point of view are:
childhood, teenage, first youth, second
youth and old age.
Profession also has a great impact on
consumer behaviour. Profession is related
to the education level and its impact over
an individual is obvious.
2.2. Social Factors
Social factors, such as culture, family or
social level have a great influence on
behaviour because they define the
individual.
Culture refers to traditions, taboos,
values and basic attitudes of the whole
society within which an individual lives. It
is a framework in which individuals and
their life-styles develop. Cultural norms
can be defined as rules of behaviour.
Family, with its moral, religious,
political norms, is the social factor with the
highest impact on an individual. The
preferences, for example for sport or
culture, for resting or movement, for risk
or safety, all develop in the family. It
influences a child’s perception of the
world, and this influence lasts to
adulthood.
In a family, attitudes and opinions
regarding different forms of tourism,
destinations, tourism agencies etc. are very
easily transmitted.
An individual’s needs are likely to
change as he or she goes through life. For
example, an individual moving from a
bachelor stage to one with small children
makes the individual to reconsider its
priorities, reflecting a different set of
needs.
An individual’s behaviour is influenced
by the phases of the family life cycle.
Table 1 presents how the family life
cycle is reflected in consumer behaviour.
The influence of life cycle on tourism consumption [1] Table 1
Family life cycle phase Income Inclination
towards tourism
1. Single Modest Strong
2. Young couple without children Rising Medium
3. Young couple with children under six years Decreasing Very weak
4. Young couple with children at school Rising Weak
5. Mature couple with children to support Stable Medium
6. Mature couple without children to support Maximum Very strong
7. Old couple in activity Stable Strong
8. Retired old couple Modest Very strong
9. Retired single Modest Weak
Recent opinions regarding family life-
cycles take into account their increasing
complexity, brought about by the
breakdown of the traditional family into
single-parents families, extended
cohabitation before marriage or groups of
young people sharing the same house
before affording one of their own.
Individuals can identify themselves with
a social class, and the values of this class
can influence behaviour. Tourists who
belong to a superior social layer dedicate a
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
122
big part of their time to travelling and
tourism. Their reason for travelling is most
often leisure or business and they generally
travel alone or with their family. Their
means of transport are exclusively
luxurious vehicles such as car, yacht or
plane. He owns vacation houses or stays in
luxurious hotels and demands a big variety
of auxiliary services during this journey.
Tourists who belong to a medium or
inferior social layer dedicate only a small
part of their time to travel. They usually
travel forced by family or medical
problems and often travel in a group to
benefit from price discounts. They usually
use public transport such as bus or train
and demands accommodation and meal at
quite low rates. They rarely demand
auxiliary services during the journey.
Reference groups can be defined as
groups of people that influence an
individual’s attitude or behaviour. These
groups may consist of family members,
friends or colleagues. Reference groups
influence their members by the roles and
norms expected from them and they may
be seen as an important determinant of
behaviour.
An opinion leader is someone in the
reference group from whom other
members seek guidance; therefore such
persons can have great influence on
purchase decisions.
They influence the reference groups as a
consequence of:
• their capacities of personifying the
group
• their rich experience and knowledge
• their privileged position in the
communicational system.
Tourism firms are interested in attracting
opinion leaders because of their abilities to
influence groups and try to convince them
regarding the quality of their services.
2.3. Situational Factors
In addition to an individual’s personal
and social necessities, his needs are also
influenced by the situation in which he
currently finds himself.
The time a tourist disposes to decide the
purchase during the journey, and also the
time gap between the moment of purchase
and the moment of payment, influences the
purchasing behaviour. For example, the
tourist does not pay as much attention to
details when the time to decide the
purchase is short. Generally speaking, the
purchase decision is adopted more easily
when the time gap between the purchase
and the payment is larger.
Physical environment refers to the place
from where the client buys the product,
such as light, temperature, sound, and also
what defines the tourism product, such as
weather, climate, access, the beauty of the
scenery. The journey environment
influences the tourist’s post-consuming
reactions.
Situational environment is defined by the
presence of relatives, friends, work
colleagues or other persons at the moment
of the purchase decision or during the
journey. For example, a person will react
differently in the presence of his boss and
in the presence of a colleague; a child will
react differently in the presence of his
parents or teachers, and in the presence of
his friends; during a journey a person acts
differently if he/ she travels alone.
The state of mind has a direct effect on
consumer behaviour. For a tourism agency,
it is much easier to satisfy a client in a
good mood rather than a nervous client.
Apart from these three categories of
factors there is one more with great
influence on consumer behaviour,
consisting of economic factors such as:
income per person, income per family,
prices of products and services, salary,
expenditure, GDP per person, inflation rate
etc.
The economic factors are the most
sensitive to environmental change and, as a
result, they have been very affected by the
economic situation of the past two years.
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
123
Between 2008 and 2010 the tourism
industry registered a lot of changes which
surprised even specialists of the domain.
3. Changes in the European Tourism
Consumer Behaviour
Tourism plays an important role in the
European economy, totalizing 1.8 million
enterprises which operate in this domain
and 5.2 percent from the total labour force
works in tourism. Also, tourism
contributes with over 5 percent at the
European gross domestic product.
Therefore, it represents the third largest
socioeconomic activity in the EU after the
trade, distribution and construction sectors.
Taking into account the sectors linked to it,
the tourism contribution to GDP is even
greater; being estimated to generate over
10 % of the European Union's GDP and
provide approximately 12% of all jobs.
The European tourism has recently
experienced a difficult economic situation.
In 2010, Europe’s travel industry
recovered compared to the low level from
2009, but the recovery is not as high as
expected.
At the beginning of 2010, many
countries reported mixed results regarding
the number of visitors. Meanwhile,
statistical data registered by airlines and
accommodation units show that in the
European tourism industry, the trend is
ascending, but modest and it is on the track
to recovery.
Another factor that contributed to the
delay of the European tourism’s recovery
was the ash cloud from Iceland’s volcano,
a phenomenon which affected 6 million
tourists in Europe in April and May, and
which caused airlines 1.7 billion Euros net
loss from sales.
The global economy is on track to
recovery, being influenced by economies
from Asia and America which register
continual and considerable increases.
In Europe, many countries implemented
austerity measures, delaying the economic
recovery perspectives, already weak. The
euro and the pound fell in value facing the
American dollar, but the possibilities to
travel in Europe have increased for tourists
from all over the world, with special offers
and low price vacations.
The low income, the economic and
financial instability reflected in the
bankruptcy of prestigious firms and banks;
natural disasters such as Iceland’s volcano-
and the crisis from Greece had a negative
impact on the European consumer,
especially regarding tourism consumption.
Given these conditions of economic
instability, the European tourism consumer
has changed his behaviour looking for
shorter trips, special offers and discounts,
short distance trips, eventually city-breaks.
Also, tourists have become very careful
when spending money for travel. They are
willing to assign a smaller amount of
money to travel than in previous years, and
they want to be sure that they benefit of the
maximum of services.
In the European Union, tourism
operators adapted the offer on demand by
decreasing tariffs to attract tourists. For
example, hotels in Frankfurt lowered
tariffs up to 36 percent, in Brussels tariffs
have decreased by 30 percent, while in
Athens and Berlin tariffs have decreased
by 21 percent.
Tourism agencies promote cheaper
tourism packages and special offers. The
early-booking concept became very
popular because tourists prefer to pay in
advance for a trip in order to benefit from a
discount. Also e-tourism has developed a
lot because tourists can create their own
tourism packages on the internet, at the
desired costs.
The business segment remains very
affected without encouraging perspectives
for recovery.
Leisure tourism remains more demanded
than business tourism, and this trend will
continue. Due to the drastic decrease of
business tourism, operators have opted for
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
124
an aggressive marketing for leisure
tourism.
For example, reducing the demand on
the corporate and conference sector during
the summer season provoked huge
decreases regarding the profitability of
hotels from all over Europe. Hotels from
Paris registered a 66.8 percent occupation
rate in August, with nearly 10 percent less
than the last twelve month average. In
Brussels, the occupancy rate was 52.8
percent in August, with 12 percent less
than the last twelve month average.
The difficult background of the tourism
industry has highlighted a number of
challenges which the European tourism
sector must face. It is essential that all
operators in the tourism sector combine
their efforts and work together in order to
increase its competitiveness and to ensure
its sustainable growth.
Tourism is an economic activity with an
important impact on the economic growth
and employment in Europe. Being an
activity which affects cultural and natural
heritage and traditions and contemporary
cultures in the European Union, tourism
becomes an example of the need to
reconcile economic growth and sustainable
development.
Tourism is also an important instrument
which can be used to reinforce Europe's
image in the world, projecting its values
and promoting its attractions, which are the
result of centuries of cultural exchanges,
linguistic diversity and creativity.
4. Changes in the Romanian Tourism
Consumer’s Behaviour
According to a recent classification,
regarding competitiveness in tourism,
made by the World Economic Forum and
which includes 139 countries, Romania is
situated on the 63
rd
position, occupying the
last position of the European Union
countries.
Because of its already weak position on
the European market, Romania faces a
very difficult situation regarding tourism
industry.
In the context of European Union
operators reducing their tariffs, Romania,
which is a country lacking both
infrastructure and services quality, faces a
difficult challenge: to acquire the ability to
reinvent itself regarding the infrastructure
and also the service offer. The purpose is
to achieve a similar European standard
infrastructure and to offer quality services
at competitive prices.
Romanian tourists reduced the budget
allocated for travel. If in 2008 lots of
tourists took loans in order to go on
vacation, in 2009 and 2010 their behaviour
changed considerably. They think twice
before taking a decision, regarding the fact
that the amount of money used for the
vacation can be used in other purposes.
Some even gave up the thought of
vacation. The departures of Romanians
abroad, registered at the frontier, were 7.8
percent lower in the first eight months of
2010 with than in the same period of 2009.
Also, the arrivals registered in collective
tourism accommodation decreased by 3.7
percent and the number of nights decreased
by 10.8 percent in the first eight months of
2010 compared to the same period of 2009.
Romanian tourism operators adapted to
the new conditions, by considerably
decreasing tariffs.
Tourism agencies sold, in the first nine
months of 2010, 2.5 million vacation
packages, achieving a similar level to the
same period of 2009, but income decreased
by approximately 25 percent due to the
fact that most tourists bought cheaper and
shorter vacations.
Hotels from Bucharest decreased their
tariffs at half the value of 2009. The price
per room for an overnight stay decreased
below 100 Euros, even at five star units.
The patronages of balneal tourism plan
to re-launch programmes with lower tariffs
such as: “One week of recovery in balneal
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
125
resorts” and “The balneal decade”. These
programmes address all social categories.
Hotel operators from mountain resorts
and rural areas lowered the tariffs
comparing to 2009 and continue to lower
them in order to attract tourists even in off-
peak season.
The number of Romanian tourists who
spent their holiday at the Black seaside has
decreased. Romanian tourists who spent
holidays at the seaside chose shorter stays.
The Romanian tourism consumer is
much more attentive regarding expenses.
The low income, the rising prices, the
instability of the work place, all these are
reasons for which people think twice
before deciding to spend money. Given
these conditions, travelling becomes for
many Romanians a luxury.
The optimistic part is that now it is time
for the Romanian tourism to re-invent
itself, to offer quality services at
competitive tariffs. Also, the limited
budget of Romanian tourists can encourage
internal tourism. Romania can become a
desired destination by foreigners, too, if
offering quality services at lower tariffs.
Romania as a tourism destination has a
big potential. From the Black seashore and
the Danube Delta, to the beauties of the
Carpathian Mountains, beautiful
Transylvanian cities and villages and the
painted monasteries, it is a country worth
visiting.
It is a pity that these natural and cultural
beauties are not promoted in order to raise
interest and attract tourists.
The Romanian tourism should be
supported by local authorities in the first
place to build a proper infrastructure.
In the second place, tourism operators
should be helped in order to overcome
difficult situations such as, for example,
seasonality and receive support, so as to
have the possibility to practice lower
prices.
Romania's image has suffered a lot of
damage. Beside the economic collapse in
which it is nowadays, the international
mass-media overreacted and exaggerated
all the negative aspects, because good
news is not news.
Romania’s image has to regain strength.
Actions like building a positive reputation,
finding an up-to-date identity for the
country and developing and promoting a
strong image brand should be prioritised.
One of the beauties of imagining Romania
is that one can endlessly rediscover it. It is
almost chameleonic in the international
imagination and it can be anything.
For the Romanian tourism, 2010 was as
difficult as 2009, maybe even more
difficult, being the second year of crisis.
Romania needs a serious introspection,
which should result in a clear, strong and
exciting image.
The hope for 2011 is that it will be a year
of recovery for internal, incoming and
outgoing tourism.
For the internal tourism, the special offer
campaigns are expected to attract more
tourists and for incoming tourism the new
country brand is expected to have a high
impact. For the outgoing tourism, it is
expected that the present economic
situation will be overcome and more
people will afford to travel.
5. Conclusions
Consumer behaviour is a very important
aspect to analyze in every marketing
activity, especially in the tourism sector.
Consumer behaviour is influenced by
many factors which can be grouped in
categories such as personal factors, social
factors, situational factors and economic
factors. By understanding these factors,
one can identify an individual’s needs.
The tourism industry finds itself in times
of uncertainty. In the period 2008-2010,
the tourism industry faced difficulties,
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
126
triggered by the world-wide economic
crisis.
Facing conditions of economic
instability, the European tourism consumer
has changed his behaviour looking for
shorter trips, special offers, discounts and
short distance trips.
European tourists became very careful
when spending money for travels. They are
willing to assign a smaller amount of
money to travel than in previous years, and
they want to be sure that they benefit from
maximum of services.
European tourism operators adapted the
offer on demand by decreasing tariffs and
developing special offers to attract tourists.
Due to its already weak position on the
European market, Romania faces a very
difficult situation regarding the tourism
industry.
Romanian tourists have reduced the
budget allocated for travel and their
behaviour has changed considerably. They
think twice before taking a decision,
regarding the fact that the amount of
money used for the vacation can be used in
other purposes.
Romanian tourism operators adapted to
the new conditions, by considerably
decreasing tariffs.
Although 2011 is expected to be a year
of recovery for the Romanian tourism,
Romania needs a serious introspection and
support in order to develop competitive
tourism.
Acknowledgment
This paper is supported by the Sectoral
Operational Programme Human Resources
Development (SOP HRD), ID59321
financed from the European Social Fund
and by the Romanian Government.
References
1. Gherasim, T., Gherasim, D.:
Marketing turistic (Marketing in
tourism). Bucure?ti. Editura
Economic?, 1999.
2. Ispas, A., Patriche, D., Bratucu, G.:
Marketing turistic (Marketing in
tourism). Bra?ov. Editura Infomarket,
1999.
3. J obber, D.: Principles and Practice of
Marketing. New York. McGraw-Hill
International, 2004.
4. Palmer, A.: Introduction to Marketing
– theory and practice. New York.
Oxford University Press, 2000.
5. Radbata, A., Fratu, D.: Place
Branding. Case Study: Branding
Romania. Brasov. In: International
Conference Business Excellence
(2010) No.2, p. 110-114
6.http://europa.eu/. Accesed: 20.03.2011
7. www.stiri-turism.ro. Accesed:
22.03.2011
doc_540846064.pdf
Consumer behaviour is a very important aspect to be studied in every marketing activity, therefore in tourism marketing as well. Defining and identifying the factors that influence consumers help in understanding individual needs and buying processes in their whole complexity.
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011
Series V: Economic Sciences
FACTORS OF INFLUENCE AND
CHANGES IN THE TOURISM
CONSUMER BEHAVIOUR
Delia FRATU
1
Abstract: Consumer behaviour is a very important aspect to be studied in
every marketing activity, therefore in tourism marketing as well. Defining
and identifying the factors that influence consumers help in understanding
individual needs and buying processes in their whole complexity. Consumers
have changed their behaviour over the last two years due to the instability of
the economic environment. The author describes in this article the factors
which influence consumer behaviour and also presents how it has changed
over the past two years.
Key words: tourism services, tourism products, factors of influence,
consumer behaviour.
1
Department of Doctoral School in Marketing. Transilvania University of Bra?ov.
1. Introduction
Consumer behaviour is a highly
important issue for all marketing activities
which have the purpose to promote and
sell tourism products.
The tourism consumer behaviour can be
defined as the ensemble of its acts,
attitudes and decisions regarding choosing,
buying and consuming tourism products
and services, and also its post-consuming
reactions.
The discovery of the consumer’s needs
and decision processes is very important
for the marketing activity because it allows
the marketing manager to improve his own
decision-making process, to forecast future
behaviour and to have a real and objective
image of the consumer demand.
Understanding consumer behaviour is
important for developing new tourism
products and services because it offers a
clearer view of what consumers are
looking for and the manager can reflect
them in the development process.
In order to develop effective and
efficient advertising campaigns, it is
required to comprehend consumer
behaviour. Segmentation is used to design
advertising campaigns based on the market
segment’s particular demands.
An understanding of customers’
demands can be achieved by answering the
following questions:
• Who is important in the buying decision?
• How do consumers buy?
• What are the criteria their choice is
based on?
• Where do they buy?
• When do they buy?
These questions define the five key
dimensions of buyer behaviour.
Answers to these questions can be
provided by personal contact with
customers or by the use of marketing
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
120
research. Also, an important source of
consumer information is the internet.
Using search engines like Google can
provide links to web pages which offer
consumer statistics.
Buying processes are complex,
sometimes involving many variables.
Making false assumptions about these
processes can result in an otherwise good
product or service not being bought.
2. Factors that Influence Consumer
Behaviour
The consumer behaviour is influenced by
many factors: psychological factors, social
factors, cultural factors and even natural
factors. These factors can be grouped in
three main categories as follows:
1. The first category consisting of personal
factors such as tourists’ personality, self
image, attitudes, motivations,
perceptions, life style, age, family life
style, profession;
2. The second category consisting of social
factors such as culture, family, social
class, reference groups;
3. The third category consisting of
situational factors such as time, physical
ambiance, social ambiance, state of
mind.
By understanding these factors one can
identify an individual’s needs.
2.1. Personal Factors
Personal factors are known also as
psychological factors or individual
explicative variables and regard directly
the tourism consumer.
The tourist’s personality is formed by all
the characteristics, beliefs, convictions,
habits which represent a coherent and
stable response of the person at the
stimulus from the external environment
and which distinguish him from other
individuals. The promotional materials of a
firm will be edited according to the
personality of the clients to which they
address, with a view to finding themselves
in those materials.
Self image represents the image that a
person has of himself and it has a very big
influence on his behaviour.
Attitude is a person’s predisposition to
answer in a favourable or unfavourable
manner at the offer of a tourism product or
service. It has a lot of influence over the
market position of tourism products.
Motivations can be grouped in four
categories: physical motivations - as the
desire to practice a sport; cultural
motivations - as the desire to visit a church
or a museum; interpersonal motivations -
as the desire to socialize, to meet new
people; prestige motivations - as the desire
of being appreciated.
There are two more types of motivations:
conscious motivations, which relate to the
individual’s previous experience, and
unconscious motivations which can be
identified by indirect psychological
investigation techniques.
Perception is a complex process through
which people select, organize and interpret
sensory stimulation into a meaningful
picture of the world. The perception of a
tourism destination results from the
interaction of the stimulus specific to it -
shape, colour, sound - and the factors that
regard the tourist’s personality. Therefore,
the same tourism destination will be
perceived differently by different tourists.
Almost never will an individual perceive
reality completely and impartially.
Perception improves depending on how
many stimuli a person perceives and on the
capacity of keeping them in mind.
According to its perceptions and some well
defined criteria, the tourist can rank the
tourism destinations and choose the one
that he considers optimal.
Life style is an individual’s system
regarding his/ her interests, ideas, opinions,
actions, consuming habits.
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
121
Age is an effective discriminator of
consumer behaviour. For example, young
people have very different tastes as regards
products or services, as compared to old
people. Also young people tend to spend
more than old people. The age segments
which rise interest in tourism marketing
from the behaviour point of view are:
childhood, teenage, first youth, second
youth and old age.
Profession also has a great impact on
consumer behaviour. Profession is related
to the education level and its impact over
an individual is obvious.
2.2. Social Factors
Social factors, such as culture, family or
social level have a great influence on
behaviour because they define the
individual.
Culture refers to traditions, taboos,
values and basic attitudes of the whole
society within which an individual lives. It
is a framework in which individuals and
their life-styles develop. Cultural norms
can be defined as rules of behaviour.
Family, with its moral, religious,
political norms, is the social factor with the
highest impact on an individual. The
preferences, for example for sport or
culture, for resting or movement, for risk
or safety, all develop in the family. It
influences a child’s perception of the
world, and this influence lasts to
adulthood.
In a family, attitudes and opinions
regarding different forms of tourism,
destinations, tourism agencies etc. are very
easily transmitted.
An individual’s needs are likely to
change as he or she goes through life. For
example, an individual moving from a
bachelor stage to one with small children
makes the individual to reconsider its
priorities, reflecting a different set of
needs.
An individual’s behaviour is influenced
by the phases of the family life cycle.
Table 1 presents how the family life
cycle is reflected in consumer behaviour.
The influence of life cycle on tourism consumption [1] Table 1
Family life cycle phase Income Inclination
towards tourism
1. Single Modest Strong
2. Young couple without children Rising Medium
3. Young couple with children under six years Decreasing Very weak
4. Young couple with children at school Rising Weak
5. Mature couple with children to support Stable Medium
6. Mature couple without children to support Maximum Very strong
7. Old couple in activity Stable Strong
8. Retired old couple Modest Very strong
9. Retired single Modest Weak
Recent opinions regarding family life-
cycles take into account their increasing
complexity, brought about by the
breakdown of the traditional family into
single-parents families, extended
cohabitation before marriage or groups of
young people sharing the same house
before affording one of their own.
Individuals can identify themselves with
a social class, and the values of this class
can influence behaviour. Tourists who
belong to a superior social layer dedicate a
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big part of their time to travelling and
tourism. Their reason for travelling is most
often leisure or business and they generally
travel alone or with their family. Their
means of transport are exclusively
luxurious vehicles such as car, yacht or
plane. He owns vacation houses or stays in
luxurious hotels and demands a big variety
of auxiliary services during this journey.
Tourists who belong to a medium or
inferior social layer dedicate only a small
part of their time to travel. They usually
travel forced by family or medical
problems and often travel in a group to
benefit from price discounts. They usually
use public transport such as bus or train
and demands accommodation and meal at
quite low rates. They rarely demand
auxiliary services during the journey.
Reference groups can be defined as
groups of people that influence an
individual’s attitude or behaviour. These
groups may consist of family members,
friends or colleagues. Reference groups
influence their members by the roles and
norms expected from them and they may
be seen as an important determinant of
behaviour.
An opinion leader is someone in the
reference group from whom other
members seek guidance; therefore such
persons can have great influence on
purchase decisions.
They influence the reference groups as a
consequence of:
• their capacities of personifying the
group
• their rich experience and knowledge
• their privileged position in the
communicational system.
Tourism firms are interested in attracting
opinion leaders because of their abilities to
influence groups and try to convince them
regarding the quality of their services.
2.3. Situational Factors
In addition to an individual’s personal
and social necessities, his needs are also
influenced by the situation in which he
currently finds himself.
The time a tourist disposes to decide the
purchase during the journey, and also the
time gap between the moment of purchase
and the moment of payment, influences the
purchasing behaviour. For example, the
tourist does not pay as much attention to
details when the time to decide the
purchase is short. Generally speaking, the
purchase decision is adopted more easily
when the time gap between the purchase
and the payment is larger.
Physical environment refers to the place
from where the client buys the product,
such as light, temperature, sound, and also
what defines the tourism product, such as
weather, climate, access, the beauty of the
scenery. The journey environment
influences the tourist’s post-consuming
reactions.
Situational environment is defined by the
presence of relatives, friends, work
colleagues or other persons at the moment
of the purchase decision or during the
journey. For example, a person will react
differently in the presence of his boss and
in the presence of a colleague; a child will
react differently in the presence of his
parents or teachers, and in the presence of
his friends; during a journey a person acts
differently if he/ she travels alone.
The state of mind has a direct effect on
consumer behaviour. For a tourism agency,
it is much easier to satisfy a client in a
good mood rather than a nervous client.
Apart from these three categories of
factors there is one more with great
influence on consumer behaviour,
consisting of economic factors such as:
income per person, income per family,
prices of products and services, salary,
expenditure, GDP per person, inflation rate
etc.
The economic factors are the most
sensitive to environmental change and, as a
result, they have been very affected by the
economic situation of the past two years.
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
123
Between 2008 and 2010 the tourism
industry registered a lot of changes which
surprised even specialists of the domain.
3. Changes in the European Tourism
Consumer Behaviour
Tourism plays an important role in the
European economy, totalizing 1.8 million
enterprises which operate in this domain
and 5.2 percent from the total labour force
works in tourism. Also, tourism
contributes with over 5 percent at the
European gross domestic product.
Therefore, it represents the third largest
socioeconomic activity in the EU after the
trade, distribution and construction sectors.
Taking into account the sectors linked to it,
the tourism contribution to GDP is even
greater; being estimated to generate over
10 % of the European Union's GDP and
provide approximately 12% of all jobs.
The European tourism has recently
experienced a difficult economic situation.
In 2010, Europe’s travel industry
recovered compared to the low level from
2009, but the recovery is not as high as
expected.
At the beginning of 2010, many
countries reported mixed results regarding
the number of visitors. Meanwhile,
statistical data registered by airlines and
accommodation units show that in the
European tourism industry, the trend is
ascending, but modest and it is on the track
to recovery.
Another factor that contributed to the
delay of the European tourism’s recovery
was the ash cloud from Iceland’s volcano,
a phenomenon which affected 6 million
tourists in Europe in April and May, and
which caused airlines 1.7 billion Euros net
loss from sales.
The global economy is on track to
recovery, being influenced by economies
from Asia and America which register
continual and considerable increases.
In Europe, many countries implemented
austerity measures, delaying the economic
recovery perspectives, already weak. The
euro and the pound fell in value facing the
American dollar, but the possibilities to
travel in Europe have increased for tourists
from all over the world, with special offers
and low price vacations.
The low income, the economic and
financial instability reflected in the
bankruptcy of prestigious firms and banks;
natural disasters such as Iceland’s volcano-
and the crisis from Greece had a negative
impact on the European consumer,
especially regarding tourism consumption.
Given these conditions of economic
instability, the European tourism consumer
has changed his behaviour looking for
shorter trips, special offers and discounts,
short distance trips, eventually city-breaks.
Also, tourists have become very careful
when spending money for travel. They are
willing to assign a smaller amount of
money to travel than in previous years, and
they want to be sure that they benefit of the
maximum of services.
In the European Union, tourism
operators adapted the offer on demand by
decreasing tariffs to attract tourists. For
example, hotels in Frankfurt lowered
tariffs up to 36 percent, in Brussels tariffs
have decreased by 30 percent, while in
Athens and Berlin tariffs have decreased
by 21 percent.
Tourism agencies promote cheaper
tourism packages and special offers. The
early-booking concept became very
popular because tourists prefer to pay in
advance for a trip in order to benefit from a
discount. Also e-tourism has developed a
lot because tourists can create their own
tourism packages on the internet, at the
desired costs.
The business segment remains very
affected without encouraging perspectives
for recovery.
Leisure tourism remains more demanded
than business tourism, and this trend will
continue. Due to the drastic decrease of
business tourism, operators have opted for
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an aggressive marketing for leisure
tourism.
For example, reducing the demand on
the corporate and conference sector during
the summer season provoked huge
decreases regarding the profitability of
hotels from all over Europe. Hotels from
Paris registered a 66.8 percent occupation
rate in August, with nearly 10 percent less
than the last twelve month average. In
Brussels, the occupancy rate was 52.8
percent in August, with 12 percent less
than the last twelve month average.
The difficult background of the tourism
industry has highlighted a number of
challenges which the European tourism
sector must face. It is essential that all
operators in the tourism sector combine
their efforts and work together in order to
increase its competitiveness and to ensure
its sustainable growth.
Tourism is an economic activity with an
important impact on the economic growth
and employment in Europe. Being an
activity which affects cultural and natural
heritage and traditions and contemporary
cultures in the European Union, tourism
becomes an example of the need to
reconcile economic growth and sustainable
development.
Tourism is also an important instrument
which can be used to reinforce Europe's
image in the world, projecting its values
and promoting its attractions, which are the
result of centuries of cultural exchanges,
linguistic diversity and creativity.
4. Changes in the Romanian Tourism
Consumer’s Behaviour
According to a recent classification,
regarding competitiveness in tourism,
made by the World Economic Forum and
which includes 139 countries, Romania is
situated on the 63
rd
position, occupying the
last position of the European Union
countries.
Because of its already weak position on
the European market, Romania faces a
very difficult situation regarding tourism
industry.
In the context of European Union
operators reducing their tariffs, Romania,
which is a country lacking both
infrastructure and services quality, faces a
difficult challenge: to acquire the ability to
reinvent itself regarding the infrastructure
and also the service offer. The purpose is
to achieve a similar European standard
infrastructure and to offer quality services
at competitive prices.
Romanian tourists reduced the budget
allocated for travel. If in 2008 lots of
tourists took loans in order to go on
vacation, in 2009 and 2010 their behaviour
changed considerably. They think twice
before taking a decision, regarding the fact
that the amount of money used for the
vacation can be used in other purposes.
Some even gave up the thought of
vacation. The departures of Romanians
abroad, registered at the frontier, were 7.8
percent lower in the first eight months of
2010 with than in the same period of 2009.
Also, the arrivals registered in collective
tourism accommodation decreased by 3.7
percent and the number of nights decreased
by 10.8 percent in the first eight months of
2010 compared to the same period of 2009.
Romanian tourism operators adapted to
the new conditions, by considerably
decreasing tariffs.
Tourism agencies sold, in the first nine
months of 2010, 2.5 million vacation
packages, achieving a similar level to the
same period of 2009, but income decreased
by approximately 25 percent due to the
fact that most tourists bought cheaper and
shorter vacations.
Hotels from Bucharest decreased their
tariffs at half the value of 2009. The price
per room for an overnight stay decreased
below 100 Euros, even at five star units.
The patronages of balneal tourism plan
to re-launch programmes with lower tariffs
such as: “One week of recovery in balneal
Fratu, D.: Factors of influence and changes in the tourism consumer behaviour
125
resorts” and “The balneal decade”. These
programmes address all social categories.
Hotel operators from mountain resorts
and rural areas lowered the tariffs
comparing to 2009 and continue to lower
them in order to attract tourists even in off-
peak season.
The number of Romanian tourists who
spent their holiday at the Black seaside has
decreased. Romanian tourists who spent
holidays at the seaside chose shorter stays.
The Romanian tourism consumer is
much more attentive regarding expenses.
The low income, the rising prices, the
instability of the work place, all these are
reasons for which people think twice
before deciding to spend money. Given
these conditions, travelling becomes for
many Romanians a luxury.
The optimistic part is that now it is time
for the Romanian tourism to re-invent
itself, to offer quality services at
competitive tariffs. Also, the limited
budget of Romanian tourists can encourage
internal tourism. Romania can become a
desired destination by foreigners, too, if
offering quality services at lower tariffs.
Romania as a tourism destination has a
big potential. From the Black seashore and
the Danube Delta, to the beauties of the
Carpathian Mountains, beautiful
Transylvanian cities and villages and the
painted monasteries, it is a country worth
visiting.
It is a pity that these natural and cultural
beauties are not promoted in order to raise
interest and attract tourists.
The Romanian tourism should be
supported by local authorities in the first
place to build a proper infrastructure.
In the second place, tourism operators
should be helped in order to overcome
difficult situations such as, for example,
seasonality and receive support, so as to
have the possibility to practice lower
prices.
Romania's image has suffered a lot of
damage. Beside the economic collapse in
which it is nowadays, the international
mass-media overreacted and exaggerated
all the negative aspects, because good
news is not news.
Romania’s image has to regain strength.
Actions like building a positive reputation,
finding an up-to-date identity for the
country and developing and promoting a
strong image brand should be prioritised.
One of the beauties of imagining Romania
is that one can endlessly rediscover it. It is
almost chameleonic in the international
imagination and it can be anything.
For the Romanian tourism, 2010 was as
difficult as 2009, maybe even more
difficult, being the second year of crisis.
Romania needs a serious introspection,
which should result in a clear, strong and
exciting image.
The hope for 2011 is that it will be a year
of recovery for internal, incoming and
outgoing tourism.
For the internal tourism, the special offer
campaigns are expected to attract more
tourists and for incoming tourism the new
country brand is expected to have a high
impact. For the outgoing tourism, it is
expected that the present economic
situation will be overcome and more
people will afford to travel.
5. Conclusions
Consumer behaviour is a very important
aspect to analyze in every marketing
activity, especially in the tourism sector.
Consumer behaviour is influenced by
many factors which can be grouped in
categories such as personal factors, social
factors, situational factors and economic
factors. By understanding these factors,
one can identify an individual’s needs.
The tourism industry finds itself in times
of uncertainty. In the period 2008-2010,
the tourism industry faced difficulties,
Bulletin of the Transilvania University of Bra?ov •Vol. 4 (53) •No. 1 - 2011 •Series V
126
triggered by the world-wide economic
crisis.
Facing conditions of economic
instability, the European tourism consumer
has changed his behaviour looking for
shorter trips, special offers, discounts and
short distance trips.
European tourists became very careful
when spending money for travels. They are
willing to assign a smaller amount of
money to travel than in previous years, and
they want to be sure that they benefit from
maximum of services.
European tourism operators adapted the
offer on demand by decreasing tariffs and
developing special offers to attract tourists.
Due to its already weak position on the
European market, Romania faces a very
difficult situation regarding the tourism
industry.
Romanian tourists have reduced the
budget allocated for travel and their
behaviour has changed considerably. They
think twice before taking a decision,
regarding the fact that the amount of
money used for the vacation can be used in
other purposes.
Romanian tourism operators adapted to
the new conditions, by considerably
decreasing tariffs.
Although 2011 is expected to be a year
of recovery for the Romanian tourism,
Romania needs a serious introspection and
support in order to develop competitive
tourism.
Acknowledgment
This paper is supported by the Sectoral
Operational Programme Human Resources
Development (SOP HRD), ID59321
financed from the European Social Fund
and by the Romanian Government.
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