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Full-Text Articles in Business
Customer Satisfaction, Quality In Cruise Industry, Mark R. Testa, Kate Sullivan
Customer Satisfaction, Quality In Cruise Industry, Mark R. Testa, Kate Sullivan
Hospitality Review
Record numbers of passengers are sailing on board cruise ships, with the industry claiming high levels of customer satisfaction. Conversely, little is known about the specific factors which make up customer satisfaction with the cruise experience. The authors examine customer satisfaction data from nearly 15,000 guests of a large U.S. cruise line to determine which aspects of the cruise experience have the greatest impact on overall satisfaction and perceptions of quality.
Systems Engineering Perspective Of The Cruise Industry, Ronald E. Giachetti
Systems Engineering Perspective Of The Cruise Industry, Ronald E. Giachetti
Hospitality Review
The maturation of the cruise industry has led to increased competition which demands more efficient operations. Systems engineering, a discipline that studies complex organizations of material, people, and information, is traditionally only applied in the manufacturing sector; however, it can make significant contributions to service industries such as the cruise industry. The author describes this type of engineering, explores how it can be applied to the cruise industry, and presents two case studies demonstrating applications to the cruise industry luggage delivery process and the information technology help desk process. The results show that this approach can make the processes more …
Shipboard Vs. Shoreside Cruise Operations, Mark R. Testa
Shipboard Vs. Shoreside Cruise Operations, Mark R. Testa
Hospitality Review
The cruise industry is a highly complex, but under-researched component of the hospitality industry. This article seeks to explore the paradoxical relationship between shipboard and shore side operations using the McKinsey 7S Framework, thereby providing a foundation for further inquiry. Recommendations are made for practitioners, and ideas are provided for future research.
Freestyle Cruising: A Clear Alternative, Laurence Miller
Freestyle Cruising: A Clear Alternative, Laurence Miller
Hospitality Review
The cruise industry is a highly complex, but under-research component of the hospitality industry. This article seeks to explore the paradoxical relationship between shipboard and shoreside operations using the McKinsey 7S Framework, thereby providing a foundation for further inquiry. Recommendations are made for practitioners, and ideas are provided for future research.