Product and service delivery satisfaction among North American cruise passengers

Tourism Management

Volumn 19, Issue 2, 1998, Pages 153-160

  Teye, Victor B ^a   Leclerc, Denis ^a  

^a ARIZONA STATE UNIVERSITY   (United States)

Author keywords

Cruise line industry; Product; Satisfaction; Service; Service delivery

Indexed keywords

EID: 0008307908     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/S0261-5177(97)00107-6     Document Type: Article

References (34)

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10. 10. Cruise Lines International Association, The Cruise Industry -An Overview, 1995 (July) 1.
11. 11. Cruise Lines International Association, The Cruise Industry -An Overview 1994 (July).
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13. 13. Lawton, L. J. and Butler, R. W., Cruise ship industry -patterns in the Caribbean 1880-1986. Tourism Management 1987, December, 329-368.
14. 14. Ships, markets continue to grow. Travel Agent, 28 December 1992. p. 56.
15. 15. Carnival Cruise lines' 'Carnival Destiny' which entered into service in late 1996 is an example of the new generation of 3000-plus passenger mega-luxury liners.
16. 16. There are longer cruises hut according to the CLIA, cruises tasting 18 days or longer constituted only 0.4% of the market in 1994.
17. 17. For an insightful discussion of labor policies of cruise lines and working conditions of crews, see Nevins, B., Crews on luxurious cruise ships face tough working conditions. Journal of Commerce and Commercial, 1989, July, 3B.
18. 18. CLIA, The Cruise Industry: An Overview, July 995, p. 1.
19. 19. CLIA, National Market Profile Study, New York, 1990.
20. 20. Hobson, P., Analysis of the US cruise line industry. Tourism Management 1993, 12(December), 456.
21. 21. The cruise market may be divided into four broad categories: the mass market, middle market, luxury market, and specialty market. For a description of each market, see Hobson, P., Tourism Management op cit., 1993, 455.
22. 22. Hobson, P., Tourism Management op cit., 1993, 458.
23. 23. Ratcliffe, P. G. The cruise industry image forum: keynote address, Transcript of the Seatrade Cruise Shipping Convention, 12-16 March 1996, p. 67.
24. 24. For a discussion on ports of call and related issues from the perspectives of both the cruise lines and passengers, see Marti, B., Passenger perceptions of cruise itineraries: a Royal Viking Line case study. Marine Policy, 1992 (September), 360-370.
25. 25. Marti, B., ibid. 368.
26. 26. Private islands such as Princess Cruise Lines' Princess Cays (The Bahamas) and Royal Caribbean Cruise Lines' Labadee (Haiti) are means of achieving cruise product differentiation. For an interesting discussion on this topic, see Showalter, G., Cruise ships and private islands in the Caribbean. Journal of Travel and Tourism Marketing 1994, 3(4), 107-118.
27. 27. Hobson, P., Increasing consolidation within the cruise line industry. Journal of Travel and Tourism Marketing 1993, 2(4), 91-96.
28. 28. Myers, L., Cruise consolidation seen as finances dwindle. Journal of Commerce and Commercial, 1992, March, 1B.
29. See also, Endo, M., Cruise ship industry: the SS consolidation. Los Angeles Times 1995 (November 3) D1 and D5;
30. and Merger mania now cruising the seven seas. The Arizona Republic, 19 November 1995, T16.
31. 29. For a useful discussion of the North American cruise line industry, see Hobson, P., Analysis of the U. S. cruise line industry. Tourism Management December 1993, 453-462.
32. 30. Berths of a nation. The Los Angeles Times, 11 November 1995, D1.
33. 31. Ships, markets continue to grow. Travel Agent, 28 December 1992, p. 56.
34. 32. Hobson, P., op cit., 1993, 461.