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Home List of Titles Marketing of luxury cruise liners: segmentation, satisfaction and future patronage of cruise travellers
Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/193725
- Marketing of luxury cruise liners: segmentation, satisfaction and future patronage of cruise travellers
- Lobo, Antonio
- The services marketing literature focuses on the measurement of service quality and its impact and consequences on businesses. How service quality affects behavioural outcomes such as repeat purchases and loyalty continues to be debated. This study examines how service quality and customer satisfaction operates in the cruise liner industry---an industry which is now facing overcapacity. Based on data collected from travellers of a luxury cruise liner, this study analysed relevant dimensions of service quality and their relationships on overall satisfaction level. Additionally, it investigated details of cruise travellers’ behavioural intentions. The analysis revealed gaps in several service quality attributes. Overall customer satisfaction had a relatively strong relationship with all the three variables of behavioural intentions. The implications of the results of the three studies to the services marketing literature in general and to the cruise liner industry in particular are discussed.
- Publication type
- Research centre
- Swinburne University of Technology. Faculty of Business and Enterprise
- Publication year
- FOR Code(s)
- 150604 Tourism Marketing
- Behavioural intentions; Cruise liners; Cruise travel; Customer loyalty; Customer satisfaction; Service quality; Tourism
- LAP Lambert Academic Publishing
- Publisher URL
- Copyright © 2010 by the author and LAP Lambert Academic Publishing AG & Co. KG and licensors.