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。     

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.     

Representation of Cruise: Cruisers and Noncruisers Cross Views

The article demonstrates the interest in using social representations as a tool of analysis in the representation of cruise for cruisers and noncruisers. The main objective of this study is to identify and to compare social representations of cruise for these groups. The article is based on a review of the social representation theory literature. Using multiapproach methods focused on organizing principles, the results indicate some resemblance and many differences between both representations. Theoretical and managerial implications are discussed before the article concludes with limitations and directions for future research. Copyright © 2014 John Wiley & Sons, Ltd.