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Abstract

The authors examine customer satisfaction data from 14 997 guests of 18 cruises of a large US cruise line to determine which aspects of the cruise experience have the greatest impact on overall satisfaction and perceptions of quality. Results show that quality of food and beverages has the greatest ...

Author(s)
Testa, M. R.; Sullivan, K.
Publisher
School of Hospitality Management, Florida International University, North Miami, USA
Citation
FIU Hospitality Review, 2002, 20, 2, pp 1-12