Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 44, Issue -, Pages 131-145Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2014.10.012
Keywords
Cruise; Service quality; Price; Novelty; Value; Price sensitivity; Loyalty
Categories
Ask authors/readers for more resources
In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers' evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results revealed that interactional quality and outcome quality were significantly and positively associated with novelty and perceived value which in turn, affected satisfaction and loyalty. In addition, perceived price was a significant and negative predictor of perceived value. The moderating function of price sensitivity showed that novelty was more effective in inducing satisfaction in the low price sensitivity group and it was more effective in enhancing perceived value in the high price sensitivity group. Overall, these results help cruise line operators who observe that cruise vacationers have become more demanding on service quality, price, and value. Practical and theoretical contributions are discussed. (C) 2014 Elsevier Ltd. All rights reserved.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available