The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth

Current Issues in Tourism

Volumn 18, Issue 5, 2015, Pages 450-464

  Zhang, Ziqiong ^a   Ye, Qiang ^a   Song, Haiyan ^b   Liu, Ting ^a  

^a HARBIN INSTITUTE OF TECHNOLOGY   (China)

^b HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

cruises; customer satisfaction; dissatisfier; online word of mouth; satisfier; two factor theory

Indexed keywords

PASSENGER SHIP; REGRESSION ANALYSIS; TOURISM DEVELOPMENT; WORKPLACE; WORLD WIDE WEB;

VINDULA ARSINOE;

EID: 84937198463     PISSN: 13683500     EISSN: None     Source Type: Journal    
DOI: 10.1080/13683500.2013.776020     Document Type: Article

References (55)

1. J.Alegre,, J.Garau, (2011). The factor structure of tourist satisfaction at sun and sand destinations. Journal of Travel Research, 50(1), 78–86. doi: 10.1177/0047287509349270
2. K.-J.Back, (2012). Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes. International Journal of Hospitality Management, 31(2), 535–543. doi: 10.1016/j.ijhm.2011.07.013
3. N.Barber,, R.J.Goodman,, B.K.Goh, (2011). Restaurant consumers repeat patronage: A service quality concern. International Journal of Hospitality Management, 30(2), 329–336. doi: 10.1016/j.ijhm.2010.08.008
4. M.J.Bitner,, B.H.Booms,, M.S.Tetreault, (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84. doi: 10.2307/1252174
5. F.Bronner,, R.de Hoog, (2011). Vacationers and eWOM: Who posts, and why, where and what?. Journal of Travel Research, 50(1), 15–26. doi: 10.1177/0047287509355324
6. E.R.Cadotte,, N.Turgeon, (1988). Dissatisfiers and satisfiers: Suggestions for consumer complaints and compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74–79.
7. P.Chatterjee, (2001). Online reviews: Do consumers use them?. In M.C.GillyJ.Myers-Levy (Ed.), Advances in consumer research volume 28: Association for consumer research, (pp. 129–133). Provo, UT: Association for Consumer Research.
8. C.S.F.Chow,, L.L.Zhang, (2008). Measuring consumer satisfaction and dissatisfaction intensities to identify satisfiers and dissatisfiers. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 21, 66–79.
9. I.H.Chow,, V.P.Lau,, T.W.Lo,, Z.Sha,, H.Yun, (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698–710. doi: 10.1016/j.ijhm.2006.07.001
10. Coffman, L. (2011). Tips for selecting a cruise ship cabin. Retrieved from http://cruisediva.com/select_cabin.htm
11. J.J.Cronin,, S.A.Taylor, (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. doi: 10.2307/1252296
12. Cruise Lines International Association. (2011). 2010 CLIA cruise market overview. Statistical cruise industry data through 2010. Retrieved from http://www.cruising.org/sites/default/files/misc/2011FINALOV.pdf
13. W.-J.Deng,, Y.-F.Kuo,, W.-C.Chen, (2008). Revised importance-performance analysis: Three-factor theory and benchmarking. The Service Industries Journal, 28(1), 37–51. doi: 10.1080/02642060701725412
14. L.Dubé,, L.M.Renaghan,, J.M.Miller, (1994). Measuring customer satisfaction for strategic management. Cornell Hotel and Restaurant Administration Quarterly, 35(1), 39–47.
15. M.Fuchs,, K.Weiermair, (2004). Destination benchmarking: An indicator-system's potential for exploring guest satisfaction. Journal of Travel Research, 42(3), 212–225. doi: 10.1177/0047287503258827
16. J.Füller,, K.Matzler, (2008). Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. Tourism Management, 29(1), 116–126. doi: 10.1016/j.tourman.2007.03.021
17. J.Füller,, K.Matzler,, R.Faullant, (2006). Asymmetric effects in customer satisfaction. Annals of Tourism Research, 33(4), 1159–1163. doi: 10.1016/j.annals.2006.06.006
18. A.Ghose,, P.G.Ipeirotis, (2007). Designing novel review ranking systems: Predicting the usefulness and impact of reviews. In M.L.GiniR.J.KauffmanD.SarppoC.DellarocasF.Dignum (Ed.), Proceedings of the 9th international conference on electronic commerce: The wireless world of electronic commerce in Minneapolis, (pp. 303–310). New York: ACM Press.
19. U.Gretzel,, K.H.Yoo, (2008). Use and impact of online travel reviews. In P.O'ConnorW.HöpkenU.Gretzel (Ed.), Information and communication technologies in tourism 2008: Proceedings of the international conference in Innsbruck, (pp. 35–46). WienAustria: Springer-Verlag.
20. T.Hennig-Thurau,, K.P.Gwinner,, G.Walsh,, D.D.Gremler, (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?. Journal of Interactive Marketing, 18(1), 38–52. doi: 10.1002/dir.10073
21. T.L.Henthorne, (2000). An analysis of expenditures by cruise ship passengers in Jamaica. Journal of Travel Research, 38(3), 246–250. doi: 10.1177/004728750003800306
22. F.Herzberg,, B.Mausner,, B.B.Snyderman, (1959). The motivation to work (2nd ed.). New York: John Wiley & Sons.
23. X.Huang,, B.J.Finch, (2010). Satisfaction and dissatisfaction in online auctions: An empirical analysis. International Journal of Quality & Reliability Management, 27(8), 878–892. doi: 10.1108/02656711011075099
24. R.Jaakson, (2004). Beyond the tourist bubble? Cruiseship passengers in port. Annals of Tourism Research, 31(1), 44–60. doi: 10.1016/j.annals.2003.08.003
25. M.R.Jalilvand,, N.Samiei,, B.Dini,, P.Y.Manzari, (2012). Examining the structural relationships of electronic word of mouth, destination image, tourist attitude toward destination and travel intention: An integrated approach. Journal of Destination Marketing & Management, 1(1–2), 134–143. doi: 10.1016/j.jdmm.2012.10.001
26. N.Johns,, D.Lee-Ross,, H.Ingram, (1997). A study of service quality in small hotels and guesthouses. Progress in Tourism and Hospitality Research, 3(4), 351–363. doi: 10.1002/(SICI)1099-1603(199712)3:4<351::AID-PTH119>3.0.CO;2-7
27. N.Kano,, N.Seraku,, F.Takahashi,, S.Tsuji, (1984). Attractive quality and must-be quality. Hinshitsu: Quality, The Journal of the Japanese Society for Quality Control, 14(2), 39–48.
28. D.Krešić,, J.Mikulić,, K.Miličević, (2012). The factor structure of tourist satisfaction at pilgrimage destinations: The case of Medjugorje. International Journal of Tourism Research,,Advance online publication. doi:10.1002/jtr.1891
29. B.Krieger,, H.Moskowitz,, S.Rabino, (2005). What customers want from a cruise vacation: Using internet-enabled conjoint analysis to understand the customer's mind. Journal of Hospitality and Leisure Marketing, 13(1), 83–111. doi: 10.1300/J150v13n01_06
30. R.J.Kwortnik, Jr. (2006). Carnival cruise lines: Burnishing the brand. Cornell Hotel and Restaurant Administration Quarterly, 47(3), 286–300. doi: 10.1177/0010880406291258
31. H.Lee,, Y.Lee,, D.Yoo, (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217–231. doi: 10.1108/08876040010327220
32. A.C.Lobo, (2008). Enhancing luxury cruise liner operators’ competitive advantage: A study aimed at improving customer loyalty and future patronage. Journal of Travel & Tourism Marketing, 25(1), 1–12. doi: 10.1080/10548400802157867
33. P.Lois,, J.Wang, (2005). Choosing a cruise destination, and the level of passengers’ satisfaction, their needs and expectations: The Cyprus case. Tourism Today, 5, 142–152.
34. R.N.Maddox, (1981). Two-factor theory and consumer satisfaction: Replication and extension. Journal of Consumer Research, 8(1), 97–102. doi: 10.1086/208845
35. S.J.Maisel, (1997). Alternative dining options: Different restaurant choices now tempt cruise passengers. Cruise Travel, 18(4), 60–63.
36. B.E.Marti, (1991). Cruise ship market segmentation: A ‘non-traditional’ port case study. Maritime Policy Management, 18(2), 93–103. doi: 10.1080/03088839100000033
37. J.Mikulić,, D.Prebežac, (2011a). Evaluating hotel animation programs at Mediterranean sun and sea resorts: An impact-asymmetry analysis. Tourism Management, 32(3), 688–696. doi: 10.1016/j.tourman.2010.05.026
38. J.Mikulić,, D.Prebežac, (2011b). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality, 21(1), 46–66. doi: 10.1108/09604521111100243
39. R.H.Myers, (1986). Classical and modern regression with applications, Boston, MA: Duxbury Press.
40. D.-H.Park,, J.Lee,, I.Han, (2007). The effect of online consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. doi: 10.2753/JEC1086-4415110405
41. T.A.Pawitra,, K.C.Tan, (2003). Tourist satisfaction in Singapore: A perspective from Indonesian tourists. Managing Service Quality, 13(5), 399–411. doi: 10.1108/09604520310495868
42. J.F.Petrick, (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397–407. doi: 10.1177/0047287504263037
43. J.F.Petrick,, C.Tonner,, C.Quinn, (2006). The utilization of critical incident technique to examine cruise passengers’ repurchase intentions. Journal of Travel Research, 44(3), 273–280. doi: 10.1177/0047287505282944
44. Purcell, K. (2010). Information on the go: Digital technology trends impacting today's libraries and librarians. Retrieved from http://libraries.pewinternet.org/files/2010/09/KPurcell-AZ-State-Library-pdf.pdf
45. H.Qu,, E.W.Y.Ping, (1999). A service performance model of Hong Kong cruise travelers’ motivation factors and satisfaction. Tourism Management, 20(2), 237–244. doi: 10.1016/S0261-5177(98)00073-9
46. K.Ryu,, H.Han, (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310–329. doi: 10.1177/1096348009350624
47. A.L.Silvestre,, C.M.Santos,, C.Ramalho, (2008). Satisfaction and behavioural intentions of cruise passengers visiting the Azores. Tourism Economics, 14(1), 169–184. doi: 10.5367/000000008783554802
48. R.A.Swain,, J.E.Barth, (2002). An analysis of cruise ship rating guides. International Journal of Hospitality and Tourism Administration, 3(4), 43–60. doi: 10.1300/J149v03n04_04
49. J.E.Swan,, L.J.Combs, (1976). Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40(2), 25–33. doi: 10.2307/1251003
50. M.R.Testa,, C.Skaruppa,, D.Pietrzak, (1998). Linking job satisfaction and customer satisfaction in the cruise industry: Implications for hospitality and travel organizations. Journal of Hospitality and Tourism Research, 22(1), 4–14.
51. V.B.Teye,, D.Leclerc, (1998). Product and service delivery satisfaction among North American cruise passengers. Tourism Management, 19(2), 153–160. doi: 10.1016/S0261-5177(97)00107-6
52. M.-C.Tsai,, L.-F.Chen,, Y.-H.Chan,, S.-P.Lin, (2011). Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach. Total Quality Management & Business Excellence, 22(9), 941–956. doi: 10.1080/14783363.2011.593854
53. L.L.M.Turunen,, P.Laaksonen, (2011). Diffusing the boundaries between luxury and counterfeits. Journal of Product & Brand Management, 20(6), 468–474. doi: 10.1108/10610421111166612
54. D.Ward, (2000). Berlitz complete guide to cruising & cruise ships 2001, Princeton, NJ: Berlitz Publishing Company.
55. Z.Zhang,, Q.Ye,, R.Law, (2011). Determinants of hotel room price: An exploration of travelers’ hierarchy of accommodation needs. International Journal of Contemporary Hospitality Management, 23(7), 972–981. doi: 10.1108/09596111111167551