Do Passengers Listen to Their Crew? The Use of Word-of-Mouth Recommendations on Board a Cruise Ship

Lloyd, Nikki; James, Henry; Thyne, Maree

doi:10.1375/jhtm.18.1.88

Cited by 8 publications

(4 citation statements)

References 38 publications

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“…28-33). Studies have investigated the willingness to recommend and the value of positive WOM communication (Lloyd et al , 2011; Jalilvand and Samiei, 2012a, b). However, prior research is still lacking in the hospitality literature, and especially in the context of restaurant industry.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors influencing word of mouth behaviour in the restaurant industry

Jalilvand

Salimipour

Elyasi

et al. 2017

MIP

154

142

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Purpose Restaurants with limited promotion budgets depend mainly on word of mouth (WOM) among customers. WOM seems particularly important to the marketing of services. This is because services are experiential in nature and difficult to assess before purchase. In the restaurants context there is little research on WOM. The purpose of this paper is to examine the factors that may influence tourists’ WOM about restaurants implying on the critical role of relationship quality. Design/methodology/approach A comprehensive literature review is conducted to identify the major factors influencing WOM in the context of restaurant industry. The study utilizes self-administered questionnaire survey and the target population are the customers who have referred to the restaurants of Tehran, Iran. A convenience sampling approach was utilized to collect a sample of 326 customers. A structural equation modeling procedure is applied to the examination of the antecedents of WOM. Findings The paper found that food quality, personal interaction quality, physical environment quality, and perceived value influence WOM behavior of customer in an indirect way through relationship quality. Practical implications This research conjectured that an understanding of factors that influence the tourist to talk each other about a given restaurant are worthy of additional research. Consequently, the study helps to understand how these factors can provide alternative sources of marketing to attract the long-term economic sustainability of restaurant industry in Iran. Originality/value To the authors’ knowledge, this research will be the first attempt to explore influential factors on WOM in restaurant industry focusing on the critical role of relationship quality. It is expected that researchers will find this research a contribution to the WOM literature, particularly in restaurant industry.

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Section: Literature Reviewmentioning

confidence: 99%

Factors influencing word of mouth behaviour in the restaurant industry

Jalilvand

Salimipour

Elyasi

et al. 2017

MIP

154

142

View full text Add to dashboard Cite

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“…As transporting passengers to various cruise destinations on time is central to the concerns of the CSC, late arrival is an important risk consequence ( 69 ). Besides, positive word-of-mouth recommendations are what the service industry values ( 70 , 71 ). Thus, reputational repercussion is another risk consequence ( 72 , 73 ).…”

Section: The Concept Of the Csc Riskmentioning

confidence: 99%

Identifying Risks in the Cruise Supply Chain: An Empirical Study in Shanghai, China

Zhou

Chen

Shi

2022

Transportation Research Record: Journal of the Transportation R

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The increased frequency and severe consequences of risks in the cruise industry have attracted increasing attention from both academics and practitioners, especially after the 2012 ‘Costa Concordia’ disaster and the 2020 coronavirus outbreak on the ‘Diamond Princess’. Although the literature on risk studies associated with the cruise industry and supply-chain risk management is growing, the extant literature lacks a study to view risks in the cruise industry associated with the supply chain. This paper addresses this gap by reviewing the literature on risks related to the cruise industry and general supply-chain risks to create a framework of cruise supply-chain risks. Then, semi-structured interviews were conducted to validate the identified risks and explore potential undiscovered risks. A novel risk typology of the cruise supply chain was then built based on the literature review and the empirical study. This includes macro risks, safety, security, and health risks, information risks, and supply risks. This framework can be applied for the purpose of systematically identifying the risks and their impacts on the cruise supply chain. This paper contributes to the development of a comprehensive cruise supply-chain risk classification with a detailed explanation of each risk in the cruise supply chain, which can be used by stakeholders in the cruise industry to identify and measure the impact of each risk. Additionally, this paper provides avenues for future research by scholars interested in assessing and managing cruise supply-chain risks.

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“…The decreasing costs of cruise holidays, as operators benefit from economies of scale (Gibson, 2006), along with increasing capacity and route networks, have obviously been factors in the considerable growth in this form of tourism (Lloyd, Henry, & Thyne, 2011). However, one other significant contributing factor to the growth in cruise tourism has been the recognition of the profit potential of the retirement community (Bartling, 2006) and encouragement by the cruise lines for retirees to become repeat passengers.…”

Section: Literature Reviewmentioning

confidence: 99%

Your Guess is as Good as Mine

Fallon¹,

Symonds²,

Iacono³

2019

IJSW

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Wayfinding on board a large cruise ship might be mistakenly thought to be easy and straightforward and this may well account for the absence of literature on this topic. This paper will address this gap by exploring and exposing the influencers in shaping our everyday practices whilst cruising, itself a moving experience carrying us by consent across the seas to distant shores.There is reporting upon wayfinding elsewhere however, in which there are accounts that examine other large spaces, where it is more readily acknowledged that people may need help for example in care homes (see Caspi 2014) or where they may be in a hurry, like airports (see Symonds 2017). Such literature will be drawn upon here and supplemented with the cruising context.

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Do Passengers Listen to Their Crew? The Use of Word-of-Mouth Recommendations on Board a Cruise Ship

Cited by 8 publications

References 38 publications

Factors influencing word of mouth behaviour in the restaurant industry

Factors influencing word of mouth behaviour in the restaurant industry

Identifying Risks in the Cruise Supply Chain: An Empirical Study in Shanghai, China

Your Guess is as Good as Mine

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