QUALITY OF CRUISE EXPERIENCE: ANTECEDENTS AND CONSEQUENCES

Aleksandar Radić, Jovan Popesku

DOI Number
-
First page
523
Last page
539

Abstract


This article evaluates a conceptual model, drawn from the literature, of the quality of cruise experience based on hypothesised relationships between eight components; namely, employees, guests, service setting, and service quality as antecedents of cruise experiences, and emotions and their impact on satisfaction and future behaviour (consequences). Hypothesised relationships were further tested on the sample of 306 guests cruising on a contemporary cruise ship. The structural equation modelling was applied to verify the conceptual model and the results confirmed that employees, guests, service setting, and service quality are the antecedents of cruise experience and emotions; however, only emotions positively influenced satisfaction and future behaviour. The findings have valuable practical and theoretical contributions to the fast growing cruise tourism industry.

Keywords

cruise experience, service quality, satisfaction, cruise tourism.

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References


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