Antecedents of travellers’ repurchase behaviour for luxury cruise product

This study proposed and tested a theoretical model in which image congruence, affect, satisfaction, switching costs, and trust have an influence on travellers’ decision to repurchase a luxury cruise product by considering the moderating impact of conspicuousness. The model was evaluated using a quantitative approach. The original model included a satisfactory fit and prediction power. The results of the structural analysis revealed that the hypothesized associations between the study variables were generally supported, and such variables had a significant mediating role. In addition, conspicuousness of product use had a moderating impact on the affect–satisfaction–switching costs linkages. Moreover, the prominent role of satisfaction and trust was identified. The findings of this study extended our understanding of the complex of the relationships among study variables in forming luxury cruise passengers’ repurchase intention.     

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions

The aim of this work is to understand the moderating effects of tourists’ prior experiences of a given destination on the process of image formation (in both its cognitive and affective dimensions) for that destination and on the influence that the image – together with the tourist's satisfaction – has on their loyalty-driven behaviours as expressed in the intention to recommend. To achieve this aim, a sample of 512 tourists was used and a multi-group analysis performed, distinguishing between first-time and repeat visitors. The findings reveal that experience has a moderating effect on the formation of the cognitive image and on the influence of the tourist's satisfaction on the overall image of the tourist destination. These findings have significant management implications in the context of helping to create and appropriately manage the image of a tourist destination.     

In-flight physical surroundings: quality,satisfaction, and traveller loyalty in the emerging low-cost flight market

The purpose of our research was to investigate the relationships among overall service quality, customer satisfaction, and behavioural intentions by considering the moderating impact of in-flight ambient conditions (air quality, temperature, odour, and noise) in the low-cost airline industry. A survey was conducted on international flights. Results of the structural equation modelling from a sample of 402 passengers indicated that quality and satisfaction are significant drivers of intentions; and satisfaction acted as a significant mediators. Additionally, supporting the moderating impact of ambience, findings from the tests for metric invariance revealed that the effect of satisfaction on intentions was stronger for the high air quality, temperature, odour, and noise groups than for the low groups; and the strength of the relationship between quality and intentions was greater in the high noise group than in the low noise group. Our results will help practitioners/researchers develop effective strategies/theories for passenger satisfaction and retention.     

Cruise ship passenger spending patterns in Pacific island ports

The cruise business has recorded a solid growth rate in the past 20 years, with this development being driven by corporate mergers and takeovers, the launching of mega‐ships, the opening up of new destinations and the growing propensity of people who choose to cruise. This study measures the expenditure patterns of cruise ship passengers in seven Pacific island ports of call. Some of these ports receive up to 32 cruise ship visits per year and their economies are partly reliant on them. It is important, therefore, for service suppliers, retailers and handicraft producers to know what appeals to cruise passengers so that they can continue to produce the products in demand profitably. Copyright © 2004 John Wiley & Sons, Ltd.     

‘Tour me onshore’: understanding cruise tourists’ evaluation of shore excursions through text mining

ABSTRACT

The aim of this paper is to shed light on the elements underlying cruise tourists’ evaluation of shore excursions, approaching them as an interaction of expressive and instrumental components.

To fulfil the aim of the investigation, a thematic content analysis of 1296 online reviews was conducted using the text-mining software Leximancer. The results of the study revealed that cruise visitors with different overall satisfaction with their guided tour focus the narrative of their opinion on different tour attributes. Thus, the dominant themes of the cruise passengers delighted with their tour included the performance of the tour guide, the arrangement of the tour, as well as the cruise destination sightseeing. On the other hand, instrumental components such as crowded bus tours, limited time at the port of call, and inadequate excursion design appeared to be the main aspects appointed by those unsatisfied with their onshore experience. Furthermore, the study assessed and compared the perceptions of the tour experience across cruise passengers from the contemporary, premium and luxury cruise line segments.     

A general framework for collecting and analysing the tracking data of cruise passengers at the destination

Cruise passengers’ behaviour at the destination is a rather poorly investigated phenomenon. The single exit/entry point and the relatively brief visiting time, which characterize cruise passengers’ experience at their destinations, make the use of GPS technology particularly suitable for the analysis of such a relevant phenomenon. The aim of this research is to propose a general framework for collecting and analysing GPS tracking data relating to cruise passengers’ behaviour at their destination. The main prerequisites and research stages for the implementation of surveys on cruise passengers will be described and a set of tools and measures for the analysis of GPS tracking data will be proposed, together with their potential applications. As examples of case studies, two surveys performed in the ports of Palermo and Dubrovnik will be described and the main results of the collated information will be presented. Improving our understanding of the behaviour of cruise passengers at their destination is particularly relevant for the management of tourism destinations, given the challenges that this growing phenomenon is posing for many port destinations in the Mediterranean.     

Investigating the moderating effect of information sources on cruise tourist behaviour in a port of call

The aim of the study is to examine how destination knowledge acquired by cruisers through different information sources (online versus others) can moderate destination image formation and the relationship of image–satisfaction–behavioural intentions in a port of call. A multiple group analysis with partial least square method was carried out using data collected from a major tourism destination in Spain: Valencia. The findings revealed knowledge acquired through different information sources is a moderator of the image–satisfaction and satisfaction–behavioural intention relationships. The destination image formation is also significantly different from one group to the other. The findings of this study have a number of practical implications.     

Guided Tour Influence on Cruise Tourist Experience in a Port of Call: An eWOM and Questionnaire‐Based Approach

The study aims at exploring the importance of guided tours in cruise tourists experience while visiting a port of call and analyzing qualitative (electronic word of mouth from Tripadvisor) and quantitative (personal interviews with tourists) data. The results obtained from the electronic word of mouth analysis suggest that taking a guided tour is a highly satisfactory and sentimentally positive experience for the cruise tourist. Moreover, the empirical findings revealed that taking a guided tour has a moderating effect on (1) the interaction between destination image–satisfaction, (2) the satisfaction–loyalty causal relationship and (3) the destination image formation process regarding the infrastructure and atmosphere, and tourism resources image dimensions. Copyright © 2016 John Wiley & Sons, Ltd.     

Investigating the effects of service recovery quality elements on passengers' behavioral intention

This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure.     

Tourism managers' view of the economic impact of cruise traffic: the case of southern Spain

This article focuses on analysing the perception that the tourism sector itself has of its impact in cities at which cruises call. We use a sample of 371 managers of tourism establishments in the hinterlands of two Spanish cruise ports. The conclusions confirm the good public image that cruise traffic has traditionally enjoyed. However, the vision that the managers have is not uniform but depends on the characteristics of the tourist establishment and its own experience. Managers also advocate the direct intervention of the public administrations, even with economic aid, to favour the implementation of cruise tourism in their cities.     

Cruise travel motivations and repeat cruising behaviour: impact of relationship investment

Passenger retention is undoubtedly one of the major challenges for cruise lines. Given that little is known about passengers’ post-purchase behaviour in the luxury cruise sector, this study addressed this omission by empirically verifying the imperative role of motivations, values, image, desire, and relationship investment in generating repeat cruising intentions. The proposed conceptual framework comprising these triggers was in general supported. In addition, its prediction ability for repurchase decision was sufficient. Specifically, our empirical findings demonstrated the adequacy of the higher order structure of cruise travel motivations that considerably increase hedonic and utilitarian values. Our results further identified the comparative importance of overall company image in determining intention. The mediating role of the study variables was also found. Lastly, the results of the metric-invariance model assessment revealed that relationship investment significantly moderated the value–image–desire linkages. Implications for tourism academics and cruise practitioners and future research directions are discussed.     

The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers’ decision-making processes.     

Exploring cruise ship passenger spending patterns in two Uruguayan ports of call

The cruise industry has become a significant component of the Uruguayan tourism economy in the last few years. The present study aims to provide a better understanding of the cruise industry by considering the expenditure of cruise ship passengers disembarking at the ports of call of Montevideo and Punta del Este as a key variable in the economic analysis of the costs and benefits. We estimate two cross-sectional regression models for cruise passenger expenditures, and show that the size of the group the visitors travel with and visitor mobility within the country are the most important variables to explain individual expenditure behaviour. We also include some management recommendations that policy-makers could implement in order to improve the economic profits from cruise ship tourism.     

Cruise visitors' experience in a Mediterranean port of call

This study aims to provide a better understanding on cruise travel experience by studying cruise ship passengers motivation, satisfaction and likelihood of return to the port of Heraklion (Crete, Greece). From the findings, it is evident that ‘exploration’ and ‘escape’ were among the main motivations of visitors, and ‘product and services’ as well as ‘tour pace’ were significant dimensions in shaping overall satisfaction levels. Nevertheless, onshore activities were restricted to sightseeing and shopping, because of the limited available time. Based on these findings, relevant proposals are made in order to provide positive port experiences. Copyright © 2010 John Wiley & Sons, Ltd.     

Destination image,on-site experience and behavioural intentions: path analytic validation of a marketing model on domestic tourists

Despite its contribution to the national economy, domestic tourism is one of the most neglected and under-researched forms of tourism in the literature. This study tested an integrated path model examining the interrelationships between destination image, perceived quality, satisfaction and behavioural intentions, using domestic tourists who visited Eilat, Israel. The findings support the hierarchical relationships between image, quality, satisfaction and behavioural intentions. In addition, the affective image component was found to exert a far greater impact on the overall destination image than the cognitive component. The study establishes a better understanding of domestic tourists’ destination image and behavioural intention formulation. It also provides a number of implications for destination managers targeting the voluminous domestic segment.     

Service quality of airports' food and beverage retailers. A fuzzy approach

Nowadays the profitability of airports is largely based on non-aeronautical or commercial activities, and particularly on retail and food and beverage services. Further, researchers concur that shopping, eating and drinking in airports have to be considered an important part of tourists' experience and activities that can significantly enhance or damage the tourist destination image. Despite this, there is still little research that analyses how service quality (SQ) is perceived by passengers consuming food and beverages (F&B) in airport areas. This study aims to deepen the scientific debate on this topic. Specifically, this study applies fuzzy numbers with a sample of 551 passengers flying from Olbia-Costa Smeralda Airport (Sardinia Region, Italy) with the aim of determining how they perceive the SQ delivered by F&B retailers and whether age plays a determinant role in segmentation. Findings reveal which F&B features outperform others; furthermore, they show that age is a moderating factor in consumer satisfaction, with older passengers being less satisfied than their counterparts. This study adds knowledge to the literature devoted to SQ, applying a fuzzy number approach to the under-investigated research area related to F&B consumption in airport areas. Further, it provides information useful to airport managers on the features of F&B services that are most important in shaping consumer satisfaction, based also on their age. Limitations of the study are also discussed and suggestions for future research are given.     

Exploring heterogeneity among backpackers in hostels

This study’s goal was to validate the core dimensions of hostel service quality and to test whether each dimension has a different impact on behavioural intentions across guest segments defined by age, gender and nationality. This research targeted guests staying at Lisbon hostels (N?=?313). Both covariance-based structural equation modelling (SEM) and variance-based SEM were used to meet this study’s exploratory and confirmatory objectives. The results confirm that service quality in this sector is a multidimensional construct comprising four core dimensions: quality of staff, social atmosphere, hostel tangibles and city connection. These four aspects are relevant when explaining levels of satisfaction, recommendation and revisiting intentions. Moreover, these dimensions allow the identification of differences across market segments in regards to responses to marketing outcomes, thus providing useful insights into how best to meet guests’ needs.     

The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth

Given the importance of the cruise segment in the tourism industry and the limited number of prior studies in the area, this study empirically explores the structure of customer satisfaction with cruise-line services by evaluating the attributes of cruises that are significant to passengers. Using 44,993 voluntarily provided customer reviews published on a cruise guide website, a stepwise regression analysis is conducted to examine the effects of the attribute performance of cruises on customer satisfaction and dissatisfaction. The findings empirically confirm the validity of the two-factor theory of customer satisfaction in the cruise tourism context. The asymmetric relationship of some attributes makes it possible to identify dissatisfiers, satisfiers, and hybrid factors for the cruise industry overall and cruises on ships of different tonnage. The results can help managers in the cruise industry understand what aspects of cruises should be given more attention to improve their competitive edge. This study is one of the first to look separately at the determinants of customer satisfaction and dissatisfaction in the emerging cruise industry and proves that the two-factor theory is applicable in a new environment.     

The Effect of Experience Quality on Perceived Value,Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors

This study proposed a conceptual model to examine how customers' perceptions of the quality of experiences influence perceived value, water park image, customer satisfaction and behavioral intentions for first‐time and repeat customers of the water park of the tourism industry. This study finds that the quality of participants' experiences significantly affects perceived value, water park image and customer satisfaction. Moreover, perceived value and water park image exert a direct influence on customer satisfaction, and they also positively affect behavioral intentions. Finally, the impacts on customer satisfaction of experience quality and water park image significantly differ between first‐time and repeat customers. Copyright © 2013 John Wiley & Sons, Ltd.     

The effects of perceived authenticity,information search behaviour,motivation and destination imagery on cultural behavioural intentions of tourists

This study tested a structural model which investigates the effects of perceived authenticity, motivation, information search behaviour and destination imagery on tourists' behavioural intentions to consume cultural attractions. Data were collected at selected cultural and natural heritage sites in the island of Mauritius (N?=?600). The sample was split into two data sets. Structural equation modelling and hierarchical multiple regression were employed to test the hypothesised relationships. Findings revealed a significant positive relationship between perceived authenticity and cultural behavioural intentions of tourists. Destination imagery had an influence on tourists' cultural intentions. Information search behaviour was found to exert a negative influence on tourists' cultural intentions while motivation did not have any influence on the latter. Perceived authenticity was seen to exert a moderating effect on the respective relationships between motivation, information search behaviour, destination imagery and cultural behavioural intentions of tourists. The theoretical and managerial implications of the study are discussed.