Product and service delivery satisfaction among North American cruise passengers

被引:114
作者
Teye, VB [1 ]
Leclerc, D [1 ]
机构
[1] Arizona State Univ, Dept Recreat Management & Tourism, Tempe, AZ 85287 USA
关键词
cruise line industry; product; service; satisfaction; service delivery;
D O I
10.1016/S0261-5177(97)00107-6
中图分类号
X [环境科学、安全科学];
学科分类号
08 ; 0830 ;
摘要
Although researchers have, during the past decade, become increasingly interested in customer satisfaction and service quality issues, very little of the research has been devoted to the tourist industry. The cruise line industry, which is among the fastest growing sectors of the leisure market, has hardly received any research attention. This paper discusses the importance of the cruise product and service delivery within the context of some of the unique characteristics of the cruise line industry, and presents the results of an exploratory study which examined passengers' satisfaction with a number of cruise product and service delivery components. The results of the study show that, overall, passengers' expectations were met or exceeded but there were key product and service delivery areas which provided cruise ship guests with the most satisfaction. (C) 1998 Elsevier Science Ltd. All rights reserved.
引用
收藏
页码:153 / 160
页数:8
相关论文
共 25 条
[21]  
YUCELT U, 1996, J TRAVEL RES, P32
[22]  
Zeithaml V.A., 1993, J ACAD MARKET SCI, V21, P1, DOI DOI 10.1177/0092070393211001
[23]   COMMUNICATION AND CONTROL PROCESSES IN THE DELIVERY OF SERVICE QUALITY [J].
ZEITHAML, VA ;
BERRY, LL ;
PARASURAMAN, A .
JOURNAL OF MARKETING, 1988, 52 (02) :35-48
[24]  
1992, TRAVEL AGENT 1228, P56
[25]  
1995, LOS ANGELES TIM 1111, pD1