ABSTRACT
Customers of the 21st century are busy and demanding and above all, they display unpredictable behaviour. Acquisition of information (e.g. choosing accommodation, transportation and tourism activities) continues after the destination selection, so that grasping an understanding of this ongoing pattern poses a considerable challenge to marketers and tourism service providers. This chapter explores the concept of customer information-seeking behaviour. It uses Booking.com as a case study to illustrate the information search process of tourists from Mauritius planning to travel and the sources upon which they rely to make their decisions as well as the limitations and challenges they go through during the process. The chapter argues that it is fundamental to understand tourists' approach to information search and the factors that guide their search pattern. It proposes suggestions and recommendations for destination marketers and tourism providers so that they can craft appropriate strategies to satisfy the 21st century's super-savvy tourists.
