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| Author: | Lobo, A.C. |
| Title: | Enhancing luxury cruise liner operators' competitive advantage: A study aimed at improving customer loyalty and future patronage |
| Journal: | Journal of Travel & Tourism Marketing
2008 : VOL. 25:1, p. 1-12 |
| Index terms: | shipping industry competitive advantage customer relations consumer satisfaction loyalty service quality future |
| Language: | eng |
| Abstract: | This study explores how service quality (hereafter as: s-q.) works in the cruise liner industry, currently facing overcapacity. Based on data collected from travelers of a luxury cruise liner in Singapore, this study analyzes relevant dimensions of s-q. with the relationships (as: r-ship.) on overall satisfaction (as: s-f.) level. In addition, details of cruise travelers' behavioral outcomes are examined. Gaps in many s-q. attributes are found. Overall customer s-f. have a relatively strong r-ship. with all the three variables of behavioral intentions. |
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