La creazione di valore di lungo periodo nelle destinazioni crocieristiche: passaparola e soddisfazione del passeggero

Journal title ECONOMIA E DIRITTO DEL TERZIARIO
Author/s Francesco Parola, Lara Penco, Luca Persico, Giovanni Satta
Publishing Year 2013 Issue 2013/1 Language Italian
Pages 22 P. 7-28 File size 365 KB
DOI 10.3280/ED2013-001001
DOI is like a bar code for intellectual property: to have more infomation click here

Below, you can see the article first page

If you want to buy this article in PDF format, you can do it, following the instructions to buy download credits

Article preview

FrancoAngeli is member of Publishers International Linking Association, Inc (PILA), a not-for-profit association which run the CrossRef service enabling links to and from online scholarly content.

This paper contributes to the theme of the cruise tourism impact on the local community, assuming a long-term perspective, and investigates the effect of overall destination satisfaction on cruiser’s word-of-mouth (WoM) behaviour in the ports of Genoa, Bari and Messina (Italy). Moreover, the study analyses the relation between port-related satisfaction attributes (availability of well designed and comfortable shopping areas and the endowment of properly organized and reliable ground transportation) and the overall destination satisfaction. Outcomes add to the theoretical literature whereas practical implications for managers and policy makers are discussed.

Keywords: Cruise industry, destination satisfaction, word-of-mouth.

  1. Andriotis, K. e Agiomirgianakis, G., Cruise Visitors’ Experience in a Mediterranean Port of Call, in ≪International Journal of Tourism Research≫, 12, 2010, pp. 390-404. DOI: 10.1002/jtr.770
  2. Belsley, D.A., Kuh, E. e Welsch, R.E., Regression diagnostics, Identifying influential data and sources of collinearity, New York, NY, Wiley, 1980. DOI: 10.1002/0471725153
  3. Bigne, J.E., Sanchez I.M. e Sanchez, J., Tourism image, evaluation variables and after purchase behaviour: inter-relationship, in ≪Tourism Management≫, 22, 2001, pp. 607-616. DOI: 10.1016/50261-5177(01)00035-8
  4. Bolton, R.N. e Lemon K.N., A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, in ≪Journal of Marketing Research ≫, 36, 1999, pp. 171-186. DOI: 10.2307/3152091
  5. Braun, B.M., Xander J.A. e White K.,The impact of the cruise industry on a region’s economy: a case study of Port Canaveral, Florida, in ≪Tourism Economics≫, 8, pp. 281-288, 2004.
  6. Brida, J.G., Bukstein D. e Tealde E., Exploring cruise ship passengers’ spending patterns in two Uruguayan ports of call, in ≪SSRN working papers series≫, Electronic copy available at: http://ssrn.com/abstract=1975759, 2011.
  7. Brida, J.G., Garrido N., Such Devesa M.J., Cruise passengers’ satisfaction: Cartagena de Indias, in ≪Benchmarking: An International Journal≫, 19, 2012b, pp. 52-69.
  8. Brida, J.G., Pulina M., Riano E. e Zapata-Aguirre S., Cruise passengers’ experience embarking in a Caribbean home port. The case study of Cartagena de Indias, in ≪Ocean & Coastal Management≫, 55, 2012a, pp. 135-145. DOI: 10.101016/J.ocecoamam.2011.10.003
  9. Brida, J.G., Scuderi S. e Seijas M.S., Segmenting Cruise Passengers Visiting Uruguay: a Factor - Cluster Analysis, in ≪International Journal of Tourism Research≫, 2012c. DOI: 10.1002/str.1916
  10. Brunetti, F., Il turismo sulla via della qualità, Padova, Cedam, 1999.
  11. Casarin, F., Soddisfazione del turista tra ricerche qualitative e quantitative, in ≪Sinergie ≫, 66, 1, 2005, pp. 113-135.
  12. Castro, C.B., Armario, E.M. e Ruiz, D.M., The influence of market heterogeneity on the relationship between a destinations image and tourists’ future behavior, in ≪Tourism Management≫, 28, 2007, pp. 175-187. DOI: 10.1016/j.tourman.2005.11.03
  13. Cronin, J.J. e Taylor S.A., Measuring Service Quality: A Re-examination and Extension, in ≪Journal of Marketing≫, 56, 1992, pp. 55-68. DOI: 10.2307/125296
  14. Cruise Line International Association, 2011, CLIA Cruise Market Overview. Statistical Cruise Industry Data Through 2010, Available at http://cruising.org/sites/default/files/misc/2011FINALOV.pdf, (accessed 10 January 2013).
  15. Douglas, N. e Douglas, N., Cruise Ship Passenger Spending Patterns in Pacific Island Ports, in ≪International Journal of Tourism Research≫, 6, 2004, pp. 251-261. DOI: 10.1002/jtr.486
  16. Dowling, R.K. (Ed.), Cruise Ship Tourism, Massachussets, CA, Cabi, 2006. DOI: 10.1079/97818459030486.0000
  17. Duman, T. e Mattila A.S., The role of affective factors on perceived cruise vacation value, in ≪Tourism Management≫, 26, 2005, pp. 311-323. DOI: 10.1016/j.tourman.2003.11.014.Dwyer,L.eForsyth,P.,Economicsignificanceofcruisetourism,in≪AnnalsofTourismResearch≫,25:393-415,1998.Doi:10.1016/50160-7383(97)00098-4
  18. Franch, M., Marketing delle destinazioni turistiche. Metodi, approcci e strumenti, Milano, McGraw-Hill, 2010.
  19. Gabe, T.M., Colleen, L.P. e McConnon, J.C., Likelihood of cruise ship passenger return to a visited port: the case of bar harbor, Maine, in ≪Journal of Travel Research≫, 4, 2006, pp. 281-287. DOI: 10.1177/0047287505279107
  20. Geng-Qing Chia, C. e Qu H., Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach, in ≪Tourism Management≫, 29, 2008, pp. 624-636.
  21. Gronroos, C., Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lexington, MA, Lexington Books, 1990.
  22. Hui, T.K., D. Wan e Ho A., Tourists’ satisfaction, recommendation and revisiting Singapore, in ≪Tourism Management≫, 28, 2007, pp. 965-975. DOI: 10.1016/j.tourman.2006.08.008
  23. Hung, K. e Petrick, J.F., Why do you cruise? Exploring the motivations for taking cruise holidays, and the construction of a cruising motivation scale, in ≪Tourism Management ≫, 32, 2011, pp. 386-393. DOI: 10.1016/j.tourman.2010.03.008
  24. Juan, P.J. e Chen, H., Taiwanese Cruise Tourist Behavior during Different Phases of Experience, in ≪International Journal of Tourism Research≫, 14, 2007, pp. 485-494.
  25. Kester, J.G.C., Cruise tourism, in ≪Tourism Economics≫, 9, 2002, pp. 337-350. DOI: 10.1002/jtr.882
  26. Lekakou, M.B., Pallis A., e Vaggelas, G.K., Which homeport in Europe: the cruise industry’s selection criteria, in ≪Tourismos: An International Multidisciplinary Journal of Tourism≫, 4, 2009, pp. 215-240.
  27. Li, X. e Petrick, J.F., Examining the antecedents of brand loyalty from an investment model perspective, ≪Journal of Travel Research≫, 47, 2008, pp. 25-34. DOI: 10.1177/004728750731249
  28. Lois, P. e Wang, J., Choosing a cruise destination, and the level of passengers’ satisfaction, their needs and expectations: the Cyprus case, in ≪Tourism Today≫, 5, 2005, pp. 142-152.
  29. Marti, B.E., Cruise ship market segmentation: a “non-traditional” port case study”, in ≪Maritime Policy Management≫, 18, 1991, pp. 93-103. DOI: 10.1080/03088839/00000033
  30. McIntosh, Robert, W., Tourism Principles, Practices, and Philosophies, Columbus, Ohio, Grid, 1972.
  31. Normann, R., Service Management, New York, NY, Wiley, 1984.
  32. Oliver, R.L., A Cognitive Model for the Antecedents and Consequences of Satisfaction Decisions, in ≪Journal of Marketing Research≫, 27, 1980, pp. 460-469. DOI: 10.2307/3150499
  33. Peisley, T., Shore excursions make impressive profit, in ≪Cruise Business Review≫, 5, 2003.
  34. Penco, L., Drivers di valore, criteri di port selection e strategie id sviluppo portuale delle persone, in ≪Economia e Diritto del Terziario≫, n. 1, 2001.
  35. Penco, L., I servizi portuali nel trasporto via mare delle persone, in ≪Economia e Diritto del Terziario≫, n. 2, 2000.
  36. Penco, L., Strategy Implementation in the Cruise Industry: Mergers, Acquisitions and Strategic Alliances”, in Morvillo, A. e Petrillo, C. (eds), Cruise Shipping Opportunities and Challenges. Markets, Technologies and Local Development, Napoli, Enzo Albano Editore, 2007, pp. 37-54. Petrick, J.F., The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions, in ≪Journal of Travel Research≫, 42, 2004, pp. 397-407. DOI: 10.1177/0047287504263037
  37. Phillips, W.J., Wolfe, K., Hodur N., e Leistritz, L., Tourist Word of Mouth and Revisit Intentions to Rural Tourism Destinations: a Case of North Dakota, USA, in ≪International Journal of Tourism Research≫, 15, 2011, pp. 93-104. DOI: 10.1002/jtr.879
  38. Rodrigue, J.P. e Notteboom, T., The Geography of Cruises: Itineraries, not Destinations, in ≪Applied Geography≫, 38, 2013, pp. 31-42. DOI: 10.1016/j.apgeog.2012.11.011
  39. Seidl, A., Guiliano, F. e Pratt, L., Cruise tourism and community economic development in Central America and the Caribbean, in ≪Pasos. Revista de Turismos y Patrimonio Cultural≫, 4, 2006, pp. 213-224.
  40. Silvestre, L.A., Santos, C.M. e Ramalho, C., Satisfaction and behavioural intentions of cruise passengers visiting the Azores, in ≪Tourism Economics≫, 14, 2002, pp. 169-184.
  41. Soriani, S., Bertazzon S., Di Cesare, F. e Rech, G., Cruising in the Mediterranean: structural aspects and evolutionary trends, in ≪Maritime Policy & Management≫, 36, 2009, pp. 235-251. DOI: 10.1080/03088830902861128
  42. Teye, V.B. e Leclerc, D., Product and service delivery satisfaction among North American cruise passengers, in ≪Tourism Management≫, 19, 1998, pp. 153-160. DOI: 10.1016/50261-5177(97)00107-6
  43. Wild, P. e Dearing, J., Development of and prospects for cruising in Europe, in ≪Maritime Policy and Management≫, 27, 2000, pp. 315-337. DOI: 10.1080/030888300416522

  • Integrated management systems between evolutionary routes and management process Vincenzo Marinello, Guglielmo L. M. Dinicolò, in Corporate Ownership and Control /2019 pp.60
    DOI: 10.22495/cocv16i2art6

Francesco Parola, Lara Penco, Luca Persico, Giovanni Satta, La creazione di valore di lungo periodo nelle destinazioni crocieristiche: passaparola e soddisfazione del passeggero in "ECONOMIA E DIRITTO DEL TERZIARIO " 1/2013, pp 7-28, DOI: 10.3280/ED2013-001001