Evaluating and Categorizing Cruise Lines by ship attributes: A Comparison Between Cruisers and Experts

Electronic Word-of-Mouth (eWOM) is an important information source used by consumers to make travel decisions. However, eWOM from travel experts and everyday travelers can be inconsistent, potentially leading to blurred product evaluations and market positioning. This paper examines this issue in the context of the cruise industry with the goal of identifying differences in the evaluation of cruise brands by cruise experts and consumers, as well as the product factors that influence these judgements. The research used a data-driven empirical approach and secondary data from a leading cruise review site consisting of scaled ratings across 9 ship attributes and 24 brands by more than 150,000 cruisers and 174 experts. Data analysis using the TOPSIS method and regression and multigroup models shows that experts and cruisers evaluate cruise brands differently and are influenced by different ship attributes when forming evaluations. For example, value-add attributes (e.g., service, enrichment activities, fitness/recreation) significantly influence overall evaluations for cruisers, while core attributes (e.g., cabin, dining, entertainment) significantly influence overall evaluations for experts. Discussion of the empirical results highlights these differences in cruiser vs. expert perceptions as revealed online, as well as the need to update traditional cruise industry categorization to optimize brand positioning and better align product-marketing strategies for effective target marketing.     

The attributes of a cruise ship that influence the decision making of cruisers and potential cruisers

A never ending challenge for the cruise industry is to convert potential cruisers to cruisers. Grounded in Attribute Knowledge Theory and studies on novelty seeking, this study addressed this challenge by examining the different attributes of a cruise ship that influence the decision making of cruisers and potential cruisers. Using a sample of cruisers and potential cruisers with similar socio-demographics, this study found that they perceive seven dimensions of onboard attributes, but attach different importance to some of them. These results, consistent with the theoretical prediction, provide evidence that the cruise industry should develop different marketing strategies for cruisers and potential cruisers.     

Using a Choice Experiment (CE) to Value the Attributes of Cruise Tourism

Recently, cruise tourism has drawn public interest in the Republic of Korea. In this study, we attempt to analyze people’s preferences regarding the attributes of cruise tourism, such as duration, accommodation, services, and cost. Thus, we applied a choice experiment (CE) to measure the marginal willingness to pay (MWTP) for each attribute. The results show that the coefficients of the attributes of onboard activities are positive and statistically significant. MWTPs for increasing the cabin level from an inside to an ocean view and for increasing the level of onboard services from 4-star to 6-star are South Korean Won (KRW) 1,095,760 (USD 954.8) and KRW 671,264 (USD 584.9) respectively. Comparison of all the MWTP estimates indicates that people prefer onboard activities rather than visiting foreign ports of call above all other attributes. This study is expected to provide tourism managers with useful information for designing cruise tourism products that meet travelers’ needs.     

Potential Mainland Chinese Cruise Travelers’ Expectations,Motivations, and Intentions

The global cruise industry is the fastest growing sector in the entire leisure market. Due to the limited development of the Chinese cruise sector and government controls on outbound travel, the cruise, especially the outbound cruise, is a new concept in China. Few studies have addressed Chinese consumers’ perceptions of cruises. This study aimed to explore the preferences of potential Chinese cruisers and their expectations, motivations, and intentions in relation to taking an outbound cruise. This study also proposed and tested a conceptual framework: the Expectation, Motivation, and Intention (EMI) Model. Data were collected in Beijing and Shanghai; 242 valid responses were received. The results partially supported the proposed model. The theoretical and practical contributions of the study are discussed.     

Recollection of the Sea Cruise: The Role of Cruise Photos and Other Passengers on the Ship

This study examines (1) which cruise experience induces the recollection of the cruise trip, (2) the role of recollection in cruisers' future behaviors, and (3) the moderating roles of photo purchases and interactions with other cruisers in the formation of recollection. This study analyzed an empirical data collected from 300 luxury cruisers. The results indicate that four dimensions of cruise experiences (education, entertainment, aesthetics, and escapism) generated the cruiser's recollection. In addition, photo purchases and interactions with other cruisers had significant moderating effects on the relationship between education and recollection. Finally, a cruiser's recollection enhanced behavioral intentions.     

长江三峡游船服务质量游客评价实证研究

游船不仅是长江三峡旅游活动最主要和最重要的旅游裁体，也是长江三峡总体旅游产品的重要组成部分，在三峡旅游中发挥着独特的主体作用。游船服务质量问题长期以来被忽视，没有得到真正重视，不仅直接影响到三峡旅游的吸引力，也影响到三峡旅游的形象。本文通过对游船服务质量游客评价的问卷调查实证研究，对游船服务中存在的质量问题及成因进行了详尽的分析阐述。     

Non-Asian Tourists' preferred attributes: a choice experiment

This study aims to identify non-Asian tourists' preferred attributes for a one-day Seoul tour package by examining theoretical frameworks of values related to tourists' heterogeneity of choice behaviors. The study applies a choice experiment (CE) to capture the systematic heterogeneity of preferences in a non-Asian tourist group and examines whether different individuals' value orientations relate to heterogeneous preferences regarding the tour packages. The CE derives the preferences as a form of marginal willingness to pay (MWTP), a pecuniary value for additional units of the attributes. Historical/cultural destinations displayed the highest MWTP value of all tour sites in Seoul, which was estimated to be $74.32. The results also show that a respondent who emphasizes “money and enjoyment” and “authenticity” values is more likely to choose a tour package that includes more opportunities to visit shopping and historical/cultural sites, respectively.     

邮轮收益管理的舱位分配：基于EMSR-a和EMSR-b的比较分析

邮轮业被称为“漂浮在黄金水道上的黄金产业”,近几年达到8％左右的增长速度,成为现代旅游业中发展最迅速的行业。与航空和酒店业一样,邮轮业具有收益管理的所有行业特征,可以看作是典型的收益管理行业。文章基于北美邮轮市场的实际数据,对邮轮收益管理的需求分布特征和存量分配问题进行了研究。首先,以邮轮公司特定航线的需求数据为基础,将实际数据与多种概论分布进行比较,来挖掘邮轮舱位水平上总需求的分布规律。研究表明,正态分布和伽玛分布能较好地拟合邮轮舱位总需求的分布特征。其次,以正态分布为例,基于EMSR—a和EMSR—b两种舱位分配算法,以某次航行的实际数据为基准需求,对高总需求和低总需求下分别考虑（1）高价格舱位高需求和（2）低价格舱位高需求的4种需求状况进行了模拟,并对两种存量分配方法的分配效果进行了比较。结果表明,两种方法分配效果的优劣取决于实际的需求状况。     

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

In an increasingly competitive market, healthcare providers are incorporating best practices from the hospitality industry to improve the patient experience. The present study offers a model of hospitality healthscapes to provide a patient-based perspective of the infusion of hospitality into healthcare. A study of 406 respondents examined the hotel-like attributes that patients prefer in hospital rooms and the effect of their provision on patients’ well-being and willingness to pay higher out-of-pocket expenses. Using conjoint analysis and 3D visual representations of hospital rooms, the study found that high-end material finishes and hospitality-certified healthcare staff were the two greatest influences on patient choice. The study also found some differences between the preferences of “less healthy” and “more healthy” patients, with the less healthy patients willing to pay, on average, 13% higher out-of-pocket expenses for hotel-like hospital rooms than the more healthy patients. This study represents the first attempt in the evidence-based design literature to holistically and empirically examine the infusion of hospitality into healthcare by emphasizing the “patient as customer.” The findings have important marketing implications for healthcare providers who wish to enhance the patient experience.     

Examining strategies for maximizing and utilizing brand prestige in the luxury cruise industry

The purpose of this research was to examine the antecedents and consequences of brand prestige in the luxury cruise industry in order to provide luxury cruise managers with practical strategies for maximizing and utilizing brand prestige. Based on the existing theoretical background, it was hypothesized that eight types of cruise experience factors influence the formation of brand prestige: food quality, service quality, staff/crew attractiveness, entertainment, ship facilities, ports of call, programs/places for children, and cabin quality. In addition, it was proposed that brand prestige can result in three managerial outcomes: well-being perception, customer brand identification, and brand loyalty. A conceptual model was developed and tested using the empirical data collected from 330 U.S. luxury cruise passengers. The results showed that all of the proposed hypotheses were statistically supported. The key theoretical/managerial implications that were derived from the analysis are presented and discussed in the last part of the article.     

Testing the effects of congruity, travel constraints, and self-efficacy on travel intentions: An alternative decision-making model

Travel decision making has been extensively studied. Various models and theories have been proposed to explain tourist behavior. Taking a new approach, this study applied the Motivation-Opportunity-Ability (MOA) model to explain travel intentions. The MOA model suggests that motivation, opportunity, and ability are major factors influencing travel intentions. This study explored the role of self-congruity, functional congruity, perceived travel constraints, constraint negotiation, and self-efficacy on travel intentions.The proposed model and hypotheses were tested in the context of cruise tourism. An online panel survey was conducted with cruisers. Structural Equation Modeling (SEM) was used to test both the proposed model and hypothesized relationships among the constructs. All hypotheses except one were supported by the data. The proposed model also had an acceptable fit to the data.     

邮轮霸船之法律考量——以《旅游法》为分析进路

邮轮霸船已成为邮轮旅游发展之实质障碍,在2013年《中华人民共和国旅游法》(以下简称《旅游法》)生效之后,将邮轮霸船行为置于《旅游法》框架下进行考量确为解决问题之良策。首先明确邮轮公司与旅客各自的法律定位,邮轮旅客身份发生了从旅客到消费者再到不轨旅客的嬗变,将邮轮公司定性为《旅游法》下的履行辅助人则更为恰当,并厘清彼此之间的法律关系,进而分析邮轮霸船中"不轨旅客"因违反法定义务而对邮轮公司法定权利的践踏与公共秩序安全的危害。为此,邮轮霸船问题的有效解决亟须确立"疏堵并举"的法治化治理理念,严格执法,并以倒逼的方式来培养旅客的规则意识,同时,需要通过域外旅游纠纷裁决制度的本土化构建来形成一套行之有效的争端解决机制。     

Expanding our understanding of cruise visitors' expenditure at destinations: The role of spatial patterns,onshore visit choice and cruise category

Cruise tourism is an important and growing source of visitors to destinations. To expand our knowledge of this phenomenon, this study incorporates three new drivers into the analysis of the expenditure patterns of cruise passengers at destinations, namely, spatial intra-destination behavior (single node, multiple node, or hinterland), onshore visit choice (independent or guided), and cruise category (standard, premium, luxury, or exclusive). The study uses quantile regression to unearth the intricacies of the proposed relationships and a dataset that combines GPS tracking technologies and traditional surveys. Results suggest that the mobility pattern, onshore visit choice, and time spent at a destination of cruise visitors have significant effects on their expenditures. However, these effects vary along with the level of expenditure, whereas cruise category does not exert a clear effect on expenditure. The implications for destination management organizations are also discussed.     

A review of research into discrete choice experiments in tourism: Launching the Annals of Tourism Research Curated Collection on Discrete Choice Experiments in Tourism

This article presents a systematic review of all 49 papers published in the top five tourism journals between 2010 and 2020 on discrete choice experiments in tourism research. Discrete choice experiments are used for measuring and predicting individuals' preferences and choices of alternatives and provide quantitative measures of the relative importance of attributes of tourism destinations, products, or services and might include tourists' willingness to pay for various services. Results of the review are presented, and research gaps and challenges are identified and discussed. Future research and methodological approaches to help progress discrete choice experiments in the field of tourism research are proposed. This article launches the Annals of Tourism Research Curated Collection on Discrete Choice Experiments in Tourism.     

Complaint Behavior as a Factor in Cruise Line Losses

Abstract

This paper examines the complaint behavior and financial loss to a cruise line that result from brand switching by their most loyal customers. These effects are based on the fact that passengers can be classified by their type of brand loyalty. Based upon the previously published works of Jones and Sasser (1995) and validated by Cartwright and Baird (1999), the following classification is used in this paper. “Apostles” are the most brand loyal customers who also bring in additional cruise passengers. “Loyalists” are considered highly satisfied customers. They are also repeat passengers, but do not bring in as many additional cruise customers as Apostles. “Mercenaries” are driven by price. This group is only loyal so long as that cruise line maintains the cheapest price. The fourth group, “Hostages,” is loyal to the cruise line because there is no viable alternative. The final group in this classification is “Guerrillas” who are Apostles who have been scorned. An Apostle becomes a Guerrilla because of an inappropriate response by the cruise line to complaint behavior.

Classifications of brand loyalty will be discussed leading to the development of the five types of cruise passengers. This paper will show that inappropriate responses to complaint behavior can result in the loss of over $1,775,000 to the cruise line.     

Preferences and Willingness to Pay for Green Hotel Attributes in Tourist Choice Behavior: The Case of Taiwan

Although many companies in the hotel industry aim to pursue more sustainable and socially responsible practices, the present literature shows mixed results with regard to tourist reactions to such moves, especially for the service quality perception impacted by implemented green practices and the willingness to pay more for such actions. Unlike previous research examining tourists’ preferences for separate green hotel attributes, this study identifies the determinants of tourists’ choice of green hotel attributes. Additionally, the study measures the willingness to pay (WTP) for such services, in the context of the Taiwanese market, using the stated preference of combined green hotel attribute scenarios. A multinomial logit (MNL) model is employed to estimate the relative influence of behavioral and facility attributes on choice behavior. Furthermore, the study examines determinants influencing respondents’ choice of green hotel attributes. A latent variable class model (LVCM) approach is applied in the estimation of the unobserved heterogeneity, and a total of 390 valid respondents were used in the analysis. The empirical MNL results indicate that while tourists prefer luxury rooms and the provision of personal toiletries, they are also willing to accept reduced service quality. Additionally, sex, income, and age have significant influences on tourist choice behavior. The results of the LVCM model demonstrate that respondents with high levels of the green consumption trait are more likely to choose hotels that have a greater number of environmentally friendly attributes. The implicit amount that tourists are willing to pay for room quality is around US$13, for the provision of personal toiletries is about US$22, and for service quality is US$12, but they also require a discount of approximately US$11 in order to accept the common practices of green hotels. This study is useful in providing the hotel industry and government with quantitative information that can be used to develop and implement better green hotel policies.     

Willingness to pay for flying carbon neutral in Australia: an exploratory study of offsetter profiles

Although voluntary carbon offsets have played a key role in the response to addressing climate change in the aviation sector, little is known about consumer preferences for such offsets and their offsetting behaviour in Australia. This paper developed and applied a choice modelling study to measure the economic values of aviation carbon mitigation and to identify major factors influencing air travellers’ voluntary climate action. Results show that respondents have a mean willingness to pay (WTP) of AU$21.38 per tonne of CO₂ reduced in the form of voluntary carbon offsets per person. Female travellers might have a higher economic value of carbon mitigation than male counterparts while climate sceptics who are less likely to be carbon offsetters might in fact hold a higher WTP value than non-sceptical travellers. The findings suggest that in terms of WTP the best profile of offset projects might be renewable energy projects in developing countries, of which resulting carbon credits can reduce company legal liabilities. Positive support was found for mitigation measures by airlines, with technological efficiencies more strongly supported than operational practices and biofuels. This paper challenges previous understandings of environmentally motivated behaviour, and notes that behaviour profiles are still evolving.     

Rural tourism preferences in Spain: Best-worst choices

Understanding the effects of choice attributes on rural tourism has been important in order to find the way to offer services and products that can appeal to customers. The goal of this investigation in rural tourism is the exploration of tourist preferences and the examination of the individual determinants of these preferences. To achieve this goal, the survey was conducted on 452 tourists who live in either Madrid or Barcelona and best-worst discrete choice experiments were also applied. The results revealed that tourists choose the rural tourism that is expected to have the highest utility after comprehensive consideration of various attributes. Relatively important attributes for preferences were staff hospitality, outdoor activities, additional facilities, and location.     

Estimating cruise passenger's expenditure: A censored system approach

Cruise ship passenger spending patterns are analyzed for the archipelago of the Canary Islands, as such patterns represent a key element in the evaluation of the economic impact of cruise ships on residents and local stakeholders. Over six cruise seasons, data regarding cruise passenger expenditures were collected via survey responses at each stopover. Since the five categories of expenditure analyzed are censored and possibly correlated, we have estimated a multivariate tobit system. This approach offers more efficient estimates of the determinants of cruise passengers' onshore spending, which can be useful in designing economic policies. Our results show that gender, age and socioeconomic status affect cruise passenger spending patterns significantly and, more importantly, in different ways depending on the expenditure category. Therefore, it seems that more personalized marketing strategies (i.e., gender/age/nationality-oriented) classified by expenditure category should be more efficient and, therefore, implemented to achieve greater local economic impact.     

Green attributes of restaurants: What really matters to consumers?

This study examined which of a restaurant's green attributes consumers deem most important and how consumers’ attitudes toward various green attributes affect their behavioral intentions. Demographic effects on consumers’ preferences for green attributes and behavioral intentions were also assessed. A quantitative analysis of 382 usable questionnaires revealed that although consumers generally perceived environment-focused attributes to be most important, those who valued food- and administration-focused attributes were more likely to pay more, wait longer, and/or travel farther to dine at a green restaurant. Women tended to rate higher than men in all three categories of green attributes. Consumers in a family with at least one child valued food-focused attributes more than those living in a household without children. Younger consumers were more willing to pay more, wait longer, and/or travel farther to dine at a green restaurant. Theoretical and practical contributions are discussed.