A Qualitative Review of Cruise Service Quality: Case Studies from Asia

Yeohyun, Yoon; Cheon, Kyoung

doi:10.3390/su12198073

Cited by 16 publications

(17 citation statements)

References 64 publications

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“…In the results of this work, it is observed that trust is an element as fundamental as satisfaction or more. In addition, the feeling that the organisation is doing its best to satisfy the needs, affects the happiness of the athlete as much or more than the positive feeling derived from this relationship (Yoon and Cha, 2020). This is because it is the variable from which the entire model starts and which has very strong connections with all the variables, whether direct or indirect.…”

Section: Discussionmentioning

confidence: 99%

Model based on service quality, satisfaction and trust, the antecedents of federated athletes' happiness and loyalty

Valiño

Loranca-Valle

Barriopedro

et al. 2023

JMD

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PurposeThe main aim of this work is to design a model in which service quality receives satisfaction and trust and they have influence on happiness and loyalty.Design/methodology/approachA SEM-PLS model is designed to explain the happiness of athletes. This is tested through a survey of Spanish karate federates. The sample proposes 693 responses are collected.FindingsThe results indicate that service quality has a strong positive influence on satisfaction and trust, and it has an indirect influence on happiness and loyalty of the Spanish karate federates.Research limitations/implicationsThis article contributes to the literature increasing the knowledge of the variables that have positive influence, as antecedents of happiness and loyalty in karate federations.Practical implicationsThe results of this study can help the decision-making of the governing boards of sports federations so they will be more aware of the strategies that promote the happiness and loyalty of the athlete.Originality/valueOne of the original contributions of this work is that the model shows the loyalty, happiness, trust and satisfaction as a result of quality services.

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Section: Discussionmentioning

confidence: 99%

Model based on service quality, satisfaction and trust, the antecedents of federated athletes' happiness and loyalty

Valiño

Loranca-Valle

Barriopedro

et al. 2023

JMD

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“…On cruise ships, SA technologies not only transfer responsibility from crew members to passengers but also help to reduce waiting times, minimize service errors and improve the overall passenger experience . For example, digital self-service kiosks/tablets enable cruise passengers to complete tasks independently, improving responsiveness and reducing peak-hour wait time (Yoon and Cha, 2020).…”

Section: Service Automation Technologies Onboard Cruise Shipsmentioning

confidence: 99%

Adoption of smart technologies in the cruise tourism services: a systematic review and future research agenda

Gonzáles-Santiago,

Loureiro,

Langaro

et al. 2024

JHTT

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Purpose The purpose of this paper is to systematically analyze existing studies related to the adoption of smart technologies in cruise tourism services, particularly robots, artificial intelligence, service automation and virtual reality. More specifically, the authors intend to highlight the current state of research on this topic, present the findings within a conceptual framework and propose a research agenda. Design/methodology/approach The relevant literature was extracted using two major electronic databases, web of science (WoS) and Scopus. The authors identified 31 articles from high-quality journals and used a systematic review and the VOSviewer software to analyze them. Findings Since 2014, there has been an increase in the number of studies related to smart technologies in cruise tourism services. At first, researchers focused on Royal Caribbean’s robotic bartender arm, whereas other technologies such as digital signage, self-service options, facial recognition and virtual culinary experiences received less attention. However, the interest in exploring these last smart technologies has grown significantly since 2019. The adoption of RAISA in the cruise tourism service (ASCT) framework was proposed, identifying five major domains: cruise robotic technology, technology innovation, cruise passengers’ engagement behavior, cruise passengers’ technology readiness and privacy perception and knowledge expertise. These domains provide valuable guidance for future research in this field. Originality/value To the best of the authors’ knowledge, this is the first study to systematically analyze literature on the adoption of new technologies in cruise tourism services, specifically focusing on the major technologies available on cruise ships.

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“…Moreover, it is essential for customers’ evaluation of the overall cruise service. Interaction can be measured according to assurance, responsiveness, reliability, and empathy during cruise service delivery [ 34 ]. The outcome refers to the utility of onboard attributes that cruise trips bring to customers, which is a determining factor for customer decision-making.…”

Section: Literature Reviewmentioning

confidence: 99%

Post COVID-19: Health crisis management for the cruise industry

Wang

et al. 2022

International Journal of Disaster Risk Reduction

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The cruise industry is gravely affected by the COVID-19 pandemic due to rising public health concerns. This study combines and examines health crisis management and marketing theories to address public health concerns and improve the usage of cruise services. Combining social exchange theory, customers' perceived value theory, and trust theory, a theoretical model is proposed. Survey data ( n = 376) are then collected through an online survey that is conducted on the Chinese tourism market. The finding shows that quality management, health management, social and communication strategies, and financial strategies contribute to customers' perceived value of cruise service. In addition, perceived value directly and indirectly influences customers' intention to use cruise service through trust in cruise company's pandemic management capability. This study expands the current literature on cruise crisis recovery and provides recommendation for policy and strategy formulation for the cruise industry to cope with the pandemic by focusing on public health concerns and psychology.

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A Qualitative Review of Cruise Service Quality: Case Studies from Asia

Cited by 16 publications

References 64 publications

Model based on service quality, satisfaction and trust, the antecedents of federated athletes' happiness and loyalty

Model based on service quality, satisfaction and trust, the antecedents of federated athletes' happiness and loyalty

Adoption of smart technologies in the cruise tourism services: a systematic review and future research agenda

Post COVID-19: Health crisis management for the cruise industry

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