Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity
In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers’ evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2015
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/45067/1/CRUISE.pdf |
| _version_ | 1796974531203563520 |
|---|---|
| author | Chua, Bee Lia Sanghyeop, Lee Ben, Goh Heesup, Han |
| author_facet | Chua, Bee Lia Sanghyeop, Lee Ben, Goh Heesup, Han |
| author_sort | Chua, Bee Lia |
| collection | UPM |
| description | In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers’ evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results revealed that interactional quality and outcome quality were significantly and positively associated with novelty and perceived value which in turn, affected satisfaction and loyalty. In addition, perceived price was a significant and negative predictor of perceived value. The moderating function of price sensitivity showed that novelty was more effective in inducing satisfaction in the low price sensitivity group and it was more effective in enhancing perceived value in the high price sensitivity group. Overall, these results help cruise line operators who observe that cruise vacationers have become more demanding on service quality, price, and value. Practical and theoretical contributions are discussed. |
| first_indexed | 2024-03-06T08:58:24Z |
| format | Article |
| id | upm.eprints-45067 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T08:58:24Z |
| publishDate | 2015 |
| publisher | Elsevier |
| record_format | dspace |
| spelling | upm.eprints-450672021-04-22T02:21:29Z http://psasir.upm.edu.my/id/eprint/45067/ Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity Chua, Bee Lia Sanghyeop, Lee Ben, Goh Heesup, Han In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers’ evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results revealed that interactional quality and outcome quality were significantly and positively associated with novelty and perceived value which in turn, affected satisfaction and loyalty. In addition, perceived price was a significant and negative predictor of perceived value. The moderating function of price sensitivity showed that novelty was more effective in inducing satisfaction in the low price sensitivity group and it was more effective in enhancing perceived value in the high price sensitivity group. Overall, these results help cruise line operators who observe that cruise vacationers have become more demanding on service quality, price, and value. Practical and theoretical contributions are discussed. Elsevier 2015-01 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/45067/1/CRUISE.pdf Chua, Bee Lia and Sanghyeop, Lee and Ben, Goh and Heesup, Han (2015) Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity. International Journal of Hospitality Management, 44. pp. 131-145. ISSN 0278-4319 https://www.sciencedirect.com/science/article/pii/S0278431914001686 10.1016/j.ijhm.2014.10.012 |
| spellingShingle | Chua, Bee Lia Sanghyeop, Lee Ben, Goh Heesup, Han Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title | Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title_full | Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title_fullStr | Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title_full_unstemmed | Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title_short | Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity |
| title_sort | impacts of cruise service quality and price on vacationers cruise experience moderating role of price sensitivity |
| url | http://psasir.upm.edu.my/id/eprint/45067/1/CRUISE.pdf |
| work_keys_str_mv | AT chuabeelia impactsofcruiseservicequalityandpriceonvacationerscruiseexperiencemoderatingroleofpricesensitivity AT sanghyeoplee impactsofcruiseservicequalityandpriceonvacationerscruiseexperiencemoderatingroleofpricesensitivity AT bengoh impactsofcruiseservicequalityandpriceonvacationerscruiseexperiencemoderatingroleofpricesensitivity AT heesuphan impactsofcruiseservicequalityandpriceonvacationerscruiseexperiencemoderatingroleofpricesensitivity |