dc.creator | Castillo Manzano, José I. | es |
dc.creator | Castro Nuño, Mercedes | es |
dc.creator | Pozo Barajas, Rafael del | es |
dc.date.accessioned | 2023-02-17T13:02:43Z | |
dc.date.available | 2023-02-17T13:02:43Z | |
dc.date.issued | 2021 | |
dc.identifier.citation | Castillo Manzano, J.I., Castro Nuño, M. y Pozo Barajas, R.d. (2021). Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach. International Journal of Contemporary Hospitality Management, 34 (1), 361-381. https://doi.org/10.1108/IJCHM-05-2021-0642. | |
dc.identifier.issn | 0959-6119 | es |
dc.identifier.uri | https://hdl.handle.net/11441/142784 | |
dc.description.abstract | Purpose – This paper aims to identify the drivers that explain loyalty behavior in cruise tourism with the
aim of achieving a better understanding of repeat cruisers’ intentions to sail on the same ship or on another
ship belonging to the same cruise line or cruise corporation.
Design/methodology/approach – Based on over 150,000 online reviews about their satisfaction and
experience posted by cruisers using so-called electronic Word of Mouth (e-WOM), the authors apply both a
graphic and an econometric technique through input-output circular plots and discrete choice models.
Findings – The main results show that cruisers’ behavior is influenced by multiple onboard attributes, such
as the service crew, entertainment options, type of cabin, some characteristics of the ship (age, capacity) and
the cruise line (Premium-Luxury versus mainstream), and, specifically, the quality and variety of the
gastronomic experience.
Practical implications – The results highlight that repeats cruisers are predominantly linked to a cruise
company or a cruise corporation rather than a particular ship. This result provides information on the
moderators that can influence the customers’ repetition behavior, which might be useful for planning revenue
management and extending knowledge on hospitality loyalty in general and in the cruise industry in
particular, specifically under the current uncertainty due to the COVID-19 pandemic.
Originality/value – The previous literature has essentially examined revisit intentions in the cruise
market from a qualitative approach and the authors have found no study to date that has simultaneously
addressed this issue in three dimensions, namely, ship, cruise line and cruise corporation. The research fills
this gap by determining the reasons why passengers would repeat a cruise either on the same ship, with the
same cruise line or the same cruise corporation based on previous experience. | es |
dc.format.extent | 21 p. | es |
dc.language.iso | eng | es |
dc.publisher | Emerald | es |
dc.relation.ispartof | International Journal of Contemporary Hospitality Management, 34 (1), 361-381. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Hospitality industry | es |
dc.subject | Tourist loyalty | es |
dc.subject | Online customer reviews | es |
dc.subject | e-WOM | es |
dc.subject | Repeat tourists | es |
dc.subject | Cruiser satisfaction | es |
dc.title | Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/embargoedAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Análisis Económico y Economía Política | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Economía Financiera y Dirección de Operaciones | es |
dc.date.embargoEndDate | 2023-11-09 | |
dc.relation.publisherversion | https://www.emerald.com/insight/0959-6119.htm | es |
dc.identifier.doi | 10.1108/IJCHM-05-2021-0642 | es |
dc.contributor.group | Universidad de Sevilla. Applied Economic and Management Research Group | es |
dc.journaltitle | International Journal of Contemporary Hospitality Management | es |
dc.publication.volumen | 34 | es |
dc.publication.issue | 1 | es |
dc.publication.initialPage | 361 | es |
dc.publication.endPage | 381 | es |