Hotel Industry Adaptation to Post-COVID Consumer Expectations

Extract

[...] We must also take into account the temporal factor to effectively understand consumer psychology. Indeed, if we compare the attitude of consumers during the mad cow disease crisis with that during the COVID-19 health crisis. Thus, if consumers were not very receptive to sanitary precautions during the mad cow disease crisis (INRA, Sciences sociales France, J.Adda, 1999) consumers of the post-covid period have definitely disrupted certain consumption habits. The recommendations of the public authorities in anticipation of the mad cow crisis were only poorly followed by the targeted consumersINRA, Sciences sociales France, J.Adda, 1999) The level of meat consumption has remained similar to the pre-crisis period. [...]

[...] What are the factors behind the sudden success of beer at the expense of wine (which is not abandoned nonetheless) in relative decline? It is the diversification of the offer by the actors of the beer and its attractiveness to young people. Beer is declining in various aromas, but also in non-alcoholic and artisanal versions. The actors of the French beer market have successfully implemented the strategy of modernizing their offer to meet the expectations of consumers. This has constituted a serious warning for the different French viticultural sectors. [...]

[...] This hotel demonstrates its ability to offer a qualitative offer despite its economic model: in fact, each room is equipped with the necessary requirements for the needs of the clientele, namely a private bathroom with shower, sink and toilet, a flat-screen TV offering all national channels, free and unlimited Wi-Fi, a work desk, reversible air conditioning (heating and cooling), high-quality bedding, partially renovated. In addition, the hotel offers a wide range of personalized services to assist the client in all circumstances: the reception is open 24/7. Bibliography Anctil, A (2011). Negative advertising: impact of crisis characteristics on consumer attitude and behavior. https://biblos.hec.ca/biblio/memoires/2011NO96.PDF. Boston Consulting Group press dossier (2018). [...]

[...] How do companies position themselves on the market? Let's take the hotel industry as an example, as it concentrates all the upheavals and characteristics mentioned in our work: in fact, the sector has been reconfigured by the health crisis in all its aspects: hotel and customer operating modalities, market configuration. Consumers (traveling tourists) are now fans of hotels that are meticulous and rigorous on the health front and whose offer is in line with social responsibility standards. In addition, digital technology has become the main lever for consumer reservations (traveling tourists). [...]

[...] IPSOS - BCG - CGE Barometer: what students and former students of top business schools expect from the job market. https://www.bcg.com/fr-fr/press/23january2018-france-press-release. Ennesraoui, D (2019). Quality approach and customer satisfaction. https://revues.imist.ma/index.php/REMAREM/article/view/13268. Gérard, C (2022). Beer surpasses wine as the preferred alcoholic beverage of the French. https://www.reussir.fr/vigne/la-biere-boisson-alcoolisee-preferee-des-francais-devant-le-vin. INSEE (2023). Impact of the rise in energy prices on business activity and their energy consumption. [...]