Consumer behavior in new normal

Human health is vulnerable to climate change. The changing environment is expected

to cause more heat stress, an increase in waterborne diseases, poor air quality, and
diseases transmitted by insects and rodents. Extreme weather events can compound
many of these health threats. The climate change and pandemic will change our world
for years after changing in climates and the virus disappears, causing consumers to
rethink their purchase decisions (both large and small). Marketers will need to respond
to life in The New Normal. No one has a crystal ball to tell us what the future will
hold. However, we can make some educated guesses. After all, while for many of us
this is the biggest disaster we’ve ever experienced, the world has seen many
others. And we know that the best predictor of future behavior is past behavior. But we
can also look at several fundamental human motivations that are likely to drive
preferences and behaviors in The New Normal. We know that deep-seated
values change over time in every culture, and these in turn influence the products and
services we seek – even though at times this is like turning a battleship.

In a study conducted by Sheth (2020), consumer habits and behavior although habitual,
they are contextual as well. The ad hoc natural disasters or climate changes such as
earthquakes, hurricanes, green house effects, regional conflicts, civil wars, and
pandemic like COVID-19 disrupt or change consumer habits and behavior. Although it is
expected that habits or behavior will return to normal, it is inevitable that some habits
will stop and vanish because the customers have discovered an alternative that is more
convenient, affordable, and accessible during the natural disasters took place (Sheth,
2020). For example, digital adoption such as online learning and online shopping. Sheth
(2020) added that people might modified and generate new habits due to ad hoc natural
disasters. Modified habits are when the existing habits are modified by the new
guidelines and regulations such as wearing face masks and keeping the social distance.
When there are new policies imposed by the government or authorities, technology, and
changing demographics, new habits are generated.

Human behavior is indeed complex and sometimes is unpredictable. Many studies have
been done trying to understand and find more about human behavior. The study of
human behavior requires a detailed and thorough research on people in different places
and environments. Among the renowned researcher and psychologist who spent his life
studying human behavior is Burrhus Frederick Skinner. Skinner developed various
theories in understanding human behavior, and one of his theories is operant
conditioning introduced in 1930 (Catania, 2003).

In this proposed model article, we define engagement as a work-related state of mind

represented by vigor, dedication, and absorption (Schaufeli et al. 2002). Engaged
employees feel more inspired, energetic, and enthusiastic about their work, and this
feeling will be reflected in how they interact with customers (Salanova et al. 2005).
Thus, engagement can lead to higher customer service performance, defined as an
assessment of how well a service employee delivers in-role service performance to
customers, because engaged employees have a more positive outlook of their work and
are more dedicated to performing their job responsibilities and duties. Engaged
employees approach customers quickly, listen to them carefully, and recognize needs
that they may possess but are not able to identify; thus, they are able to explain certain
service features and benefits to overcome customer objections (Liao and Chuang
2004).

References
https://oarep.usim.edu.my/jspui/bitstream/123456789/6650/1/POST%20PANDEMIC
%20CONSUMER%20BEHAVIOR%20CONCEPTUAL.pdf

https://www.forbes.com/sites/michaelrsolomon/2020/04/13/consumer-behavior-in-the-
new-normal/?sh=3db12a0e5da3

Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker
customer orientation: job satisfaction, commitment, and organizational citizenship
behaviors. Journal of Marketing, 68(1), 128–146.

Tourists behavior in new normal

Tourism is a major global economic sector that is undergoing tremendous growth in
emerging economies and is often touted as salient for development and poverty
alleviation in developing countries. Tourism is recognized as a highly climate-sensitive
sector, one that is also strongly influenced by environmental and socioeconomic change
influenced by climate change, and is also a growing contributor to anthropogenic
climate change.

This article outlines the complex interrelationships between climate change and the
multiple components of the international tourism system. Five focal themes that have
developed within the literature on the consequences of climate change for tourism are
then critically reviewed: climatic change and temporal and geographic shifts in tourism
demand, climate-induced environmental change and destination competitiveness within
three major market segments (winter sports tourism, coastal tourism, and nature-based
tourism), and mitigation policy developments and future tourist mobility. The review
highlights the differential vulnerability of tourism destinations and that the resultant
changes in competitiveness and sustainability will transform some international tourism
markets. Feedbacks throughout the tourism system mean that all destinations will need
to adapt to the risks and opportunities posed by climate change and climate policy.
While notable progress has been made in the last decade, a number of important
knowledge gaps in each of the major impact areas, key regional knowledge gaps, and
both tourist and tourism operator perceptions of climate change risks and adaptive
capacity indicate that the tourism sector is not currently well prepared for the challenges
of climate change.

References
WIREs Clim Change 2012. doi: 10.1002/wcc

https://www.researchgate.net/publication/236018302_International_Tourism_and_Clima
te_Change