研究生: |
李宜軒 Lee, I-Hsuan |
---|---|
論文名稱: |
力爭上「郵」—以豪華郵輪旅遊探討顧客關係管理策略之研究 “Strive for Cruise” -Customer Relationship Management Strategies on Luxury Cruise Travel |
指導教授: |
王國欽
Wang, Kuo-Ching |
口試委員: |
駱香妃
Luoh, Hsiang-Fei 林濰榕 Lin, Wei-Rong 王國欽 Wang, Kuo-Ching |
口試日期: | 2023/07/02 |
學位類別: |
碩士 Master |
系所名稱: |
運動休閒與餐旅管理研究所 Graduate Institute of Sport, Leisure and Hospitality Management |
論文出版年: | 2023 |
畢業學年度: | 111 |
語文別: | 中文 |
論文頁數: | 95 |
中文關鍵詞: | 郵輪體驗 、豪華旅遊 、奢華郵輪品牌 、知覺價值 、重遊意願 |
英文關鍵詞: | cruise experience, luxury tourism, luxury cruise brand, perceived value, revisits intentions |
研究方法: | 半結構式訪談法 、 量化研究 |
DOI URL: | http://doi.org/10.6345/NTNU202300931 |
論文種類: | 學術論文 |
相關次數: | 點閱:157 下載:29 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
近兩年來,全球各項產業受到嚴重特殊傳染性肺炎(簡稱:COVID-19) 的影響,最具影響及打擊的產業無疑是觀光旅遊業等相關的營運,而臺灣作為亞洲發展郵輪觀光的重要發展地,其中提供郵輪旅遊行程之旅行社及其相關郵輪業者也飽受影響及波及。在經歷過這些時日的沈澱,全球許多產業及企業終於相繼復甦。近期「豪華旅遊」一詞在臺灣旅遊產業風氣正盛,許多旅客因先前在疫情期間受限而無法出國旅行,此前搭乘郵輪遊玩之旅客也因此難以到達目的地進行郵輪旅遊,現如今旅客可以透過提供奢華旅遊的公司及旅行社進行旅程。本研究以曾經體驗臺灣豪華郵輪旅遊行程的遊客作為研究對象,並於網路上發放有效的網路問卷,有效回收問卷為216份,回收率為97%。研究工具包括顧客關係管理量表、知覺價值量表、重遊意願量表與個人基本資料問卷,並將搜集之資料進行量化分析。研究結果為不同豪華郵輪旅客在顧客關管理呈現顯著差異,知覺價值與重遊意願具有呈現顯著正相關,且顧客關係管理、知覺價值與重遊意願具有顯著預測力,再者,以產、官、學三方角度,共訪談3位專家並透過半結構式訪談後,分析得出豪華郵輪旅客為臺灣具有潛力之客群,因此,本研究建議,旅行社、郵輪公司、臺灣港務公司或航港局可以加強對豪華郵輪客群的掌握,並加強郵輪船隻與在地連結,更能提升旅客對一地重遊的意願及創造另類郵輪觀光行銷。
In the past two years, various industries worldwide have been affected by Coronavirus disease 2019 (COVID-19), with tourism and other related operations being the hardest hit. As a key player in the development of cruise tourism in Asia, Taiwan has been affected by the impact on travel agents and related cruise businesses that provide cruise itineraries. After all these years, many industries and businesses around the world have finally recovered. The term “luxury tourism’’ has recently gained popularity in Taiwan’s travel industry. Many travelers are unable to travelabroad due to previous restrictions during the epidemic, and those who previously traveled on cruises find it difficult to reach their destinations for cruises. Nowadays, travelers can travel through companies and tour operators that offer luxury tourism.In this study, a valid online questionnaire was distributed to tourists who had experienced a Taiwan luxury cruise itinerary. In total 216 valid questionnaires were returned, with a return rate of 97%.The research tools included customer relationship management scale, perceived value scale, repeat visit intention scale, and a basic demographic questionnaire. The collected data were subjected to quantitative analysis. Theresults of the study showed indicate significant differences in customer relationshipmanagement among different luxury cruise passengers. Perceived value and repeat visit intention show a significant positive correlation. Furthermore, customer relationship management, perceived value, and repeat visit intention demonstrate significant predictive power. Additionally, from the perspectives of industry, government, and academia, three experts were interviewed using a semi-structured interview approach. Through this analysis, it was concluded that luxury cruise passengers represent a potential customer segment for Taiwan.Therefore, this study suggests that travel agencies, cruise lines, Taiwan International Ports Corporation and Maritime Port Bureau can strengthen their grasp of the luxury cruise passenger segment and strengthen the connection between cruise ships and the local area, which can enhance the willingness of passengers to revisit one place and create alternative cruise tourism marketing.
王文弘(2015-2016)。郵輪業顧客關係管理之研究-企業觀點與顧客觀點(計畫編號:104-2410-H019-029)[補助]。 科 技 部。http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43251
交通部觀光局(2018,12月31日)。2018年12月旅行業家數統計。交通部觀光局。https://admin.taiwan.net.tw/Handlers/FileHandler.ashx?fid=2eaef531-7cd2-4651-bfee-e e 5 4 2 3 c e 0 e 1 e & t y p e = 4 & n o = 2
交通部觀光局(2019)。國人出國觀光市場。交通部觀光局。擷取3月25日2023年,https://admin.taiwan.net.tw/upload/contentFile/auser/b/annual_2019_htm/01_3_Domesti c-Travel.htm
交通部觀光局(2020,12月14日)。「觀光產業人才供需調查及推估」研究案。交通部觀光局。https://ws.ndc.gov.tw/001/administrator/18/relfile/6037/4204/4d06031f-4273-4f91-a141-307025f09b9e.pdf
交通部航港局(2022)。國際郵輪來臺解封!指揮中心核定郵輪操作指引,歡迎國際郵輪造訪臺灣。交 通 部航港局。擷取於5月11日2023年,https://www.motcmpb.gov.tw/Information/Detail/6b4c3477-34b5-4d6d-95cf-7aa4e5c4ba8?SiteId=1&NodeId=15
吳俊毅(2022,11月14日)。國境開放滿一個月,旅遊業真的迎來復甦嗎?國旅是否打回原形?。經理人。https://www.managertoday.com.tw/articles/view/65998
李安娜、邱長光(2015)。遊客知覺價值、滿意度與重遊意圖之研究-以鹿港老街為例。觀光與休閒管理期刊,3(1),186-195。https://doi.org/10.6510/JTLM.3(1).15
李明宏(2017)。台灣赴歐高端旅遊產品創新元素之研究—以休閒主題旅遊為例[碩士論文,國立臺灣師範大學]。https://hdl.handle.net/11296/rp9mkt李玫郁、許毓珊(2008,10月31日)。M型社會對廠商訂價之影響—與傳統廠商訂價模型之比較[口頭發表]。2008健康與管理學術研討會,桃園市,臺灣。http://chur.chu.edu.tw/bitstream/987654321/27928/1/s_m333_0037.pdf
李宛凌(2011)。海外自助旅行者之知覺價值及滿意度對重遊意願之研究─以香港旅遊為例[碩士論文,國立陽明大學]。臺灣博碩士論文知識加值系統。http://140.113.39.130/cdrfb3/record/nctu/#GT079937527
8
邱雅莉(2019)。郵輪旅遊發展與經濟產值初探。交通部運輸研究所。擷取1月18日2023年,https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwj72NHex8n7AhWFHXAKHRFgCpQQFnoECA8QAw&url=https%3A%2F%2Fwww. iot.gov.tw%2Fdl-17292-146bda9e55cc46ddb3e863ddace36096.html&usg=AOvVaw1qFO0jlWjr20O0qZIwW5oY
吳明隆(2006)。結構方程模式:SIMPLIS 的應用。五南圖書出版股份有限公司。
柯宗緯(2022,11月2日)。「南極19天」豪奢郵輪搶市還可搭直升機看企鵝、冰原。中時新聞網。https://www.chinatimes.com/realtimenews/20221102004889-260405?chdtv
莊琇惠、林雲鶴(2022)。郵輪旅遊的滿意度對行為意向影響之研究-以台灣旅客為例。台 北 海 洋 科 技 大 學 學 報,13(1),73-93。https://www.airitilibrary.com/Publication/alDetailedMesh?docid=P20190416001-202203-202206170015-202206170015-73-93高潔瑩、王又鵬、李潤楠(2020)。品牌形象、知覺價值以及品牌態度對購買意圖影響效果之探討。環球科技人文學刊,26,21-42。https://doi.org/10.29932/JSTHTI
張芳全(2008)。臺灣大學校院向大陸招生的推拉因素之檢定。社區與發展學報,1,113-147。https://doi.org/10.29868/JSRD.200812.0005
張廖麗珠(2010)。遊客對鹿港鎮旅遊意象、旅遊品質、知覺價值與再遊意願之研究。休閒產業管理學刊,3(1),62-80。https://doi.org/10.6213/JLRIM.2010.3(1)4
許玉純(2014)。遊客旅遊動機、知覺價值、滿意度與重遊意願之研究—以花蓮觀光糖廠日式木屋旅館住宿體驗為例[碩士論文,國立屏東科技大學]。臺灣博碩士論文知識加值系統。
陳淑娟(2017)。旅遊知覺風險,旅遊保險知覺價值與購買行為關係之研究[碩士論文,南華大學]。臺灣博碩士論文知識加值系統。
國際財經(2020,4月13日)。武漢肺炎》疫情後報復性旅遊?郵輪旅行明年預定量大增40%。自由時報。https://ec.ltn.com.tw/article/breakingnews/3132
童啟茂(2000)。Call Center的發展現況與趨勢。資訊與電腦,236,41-43。
黃詠涵(2020)。以設計思考進行高端遊程規劃[碩士論文,銘傳大學]。臺灣博碩士論文知識加值系統。
黃妍榛、莊慶達(2020)。疫情過後-郵輪旅遊危機處理。學校體育,30(3),178,27-40。
喻學才、王健民(2006)。高端旅遊的基準與標準指標探討。旅遊科學,20(2),10-12。
趙名玉、王俊明、張清源、劉宜鑫(2011)。中部溫泉區顧客滿意度與重遊意願之調查研究。休 閒 觀 光 與 運 動 健 康 學 報,1(2),43-61。https://doi.org/10.29504/JLTSH.201103.0005
歐彥君(2019)。交通部觀光局正式結盟南北3所大學共同打造亞洲郵輪研究重鎮。旅奇週刊,538。https://b2b.richmarcom.com.tw/newweb/news_into.aspx?Second_classification_id=59&Subject_id=28306
蔡憲唐、容繼業、黃榮鵬(2001)。台灣地區旅行業電子商務經營策略之研究。觀光研究學報,7(1),47-66。https://doi.org/10.6267/JTLS.2001.7(1)5
蔡豐明、陳威能(2014)。探討臺灣港口發展國際郵輪母港之策略分析。運輸計劃季刊。43(4),411-428。file:///C:/Users/user/Downloads/%E6%8E%A2%E8%A8%8E%E8%87%BA%E7%81%A3%E6%B8%AF%E5%8F%A3%E7%99%BC%E5%B1%95%E5%9C%8B%E9%9A%9B%E9%83%B5%E8%BC%AA%E6%AF%8D%E6%B8%AF%E4%B9%8B%E7%AD%96%E7%95%A5%E5%88%86%E6%9E%90.pdf
戴國良(2021)。顧客關係管理:精華理論與實務案(第4版)。五南出版社。Ahn, J. (2019). Corporate social responsibility signaling, evaluation, identification, and revisit intention among cruise customers.Journal of Sustainable Tourism,27(11), 1634-1647.https://doi.org/10.1080/09669582.2019.16500
Ahn, J., & Back, K. J. (2019). Cruise brand experience: Functional and wellness value creation in tourism business.International Journal of Contemporary HospitalityManagement.31(5), 2205-2223. https://doi.org/10.1108/ijchm-06-2018-0527
Allied Market Research. (2019, May 2). Luxury Travel Market Outlook 2026. Allied Market Research. https://www.alliedmarketresearch.com/luxury-travel-marke
Amadeus. (2015). Shaping the Future of Luxury Travel: Future Traveler Tribes 2030. Amadeus. https://amadeus.com/documents/en/travel-industry/report/shaping-the-future-of-luxury-travel-future-traveller-tribes-2030.pdf
Anshari, M., Almunawar, M. N., Lim, S. A., & Al-Mudimigh, A.(2019). Customer relationship management and big data enabled: Personalization & customization of services. Applied Computing and Informatics, 15(2), 94-101.https://doi.org/10.1016/j.aci.2018.05.004
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.https://doi.org/10.1016/S0160-7383(99)00108-5
Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137.https://doi.org/10.1177/0092070300281012
Berlitz. (2020).Cruising and Cruise Ships 2020(Travel Guide eBook). Author.
Best Cruise Deal. (2013). Luxury Cruises.Best Cruise Deal. http://www.bestcruisedeal.co.uk/article/luxury-cruises-4.aspx/
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.https://doi.org/10.1086/208564
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6),1173-1182.https://doi/10.1037/0022-3514.51.6.1173
Carlson, J., Rosenberger III, P. J., & Rahman, M. M. (2015). A hierarchical model of perceived value of group-oriented travel experiences to major events and its influences on satisfaction and future group-travel intentions. Journal of Travel & Tourism Marketing, 33(9), 1251-1267.https://doi.org/10.1080/10548408.2015.1117407
Chablo, E. (2000). Customer Relationship Management(1st ed.).Vieweg+Teubner Verlag Wiesbaden. https://doi.org/10.1007/978-3-322-84961-8
Chua, B. L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity.International Journal of Hospitality Management,44, 131-145.https://doi.org/10.1016/j.ijhm.2014.10.01
Chung, C. (2022, September 16). France’s top “Ponro Cruise” arrived in Taiwan for the first time after the epidemic! 11-day exclusive honor service, Hermès Spare Parts, 5 Luxury experiences are really six-star. ELLE. https://www.elle.com/tw/life/travel/g41238083/ponant/
Chung, C., & Chen, S. (2023, May 5).How extravagant is Asia's largest cruise ship about to take the stage? “Mediterranean Glory”with Swarovski Crystal Staircase, LEGO Sea Park, and an AI Voice Assistant. -"MSC Mediterranean Glory" to Depart from Keelung in 2024.ELLE. https://www.elle.com/tw/life/travel/g43799350/msc-bellissima-2023/
Cruise Lines International Association.(2019). 2019 Asia cruise deployment &capacity report.Cruise Lines International Association.https://cruising.org/-/media/research-pdates/research/2019-asia-deployment-and-capacity---cruise-industry-report.pdf
CPP Luxury (2019, May 2). Global luxury tourism market reaches US$831 billion in 2019 with an expectedgrowth of 7.3 % until 2023. CPP Luxury. https://cpp-luxury.com/global-luxury-tourism-market-reaches-us831-billion-in-2019-with-an-expected-growth-of-7-3-until-2023/
Cruise Market Watch. (2012). Cruise market watch announces 2011 cruise line market share and re v e n u e pr o j e c t i o n s. C r u i s e M a r k e t W a t c h. http://www.cruisemarketwatch.com/articles/cruise-market-watch-announces-2011-cruise-l i n e-m a r k e t-s h a r e-a n d-r e v e n u e-p r o j e c t i o n s /
Cruise Market Watch. (n.d.).Growth of the ocean cruise line industry. Cruise Market Watch. RetrievedNovember 12,2022, fromhttps://cruisemarketwatch.com/growth/
De La Viña, L., & Ford, J. (2001). Logistic regression analysis of cruise vacation market potential: Demographic and trip attribute perception factors. Journal of Travel Research, 39(4), 406-410.https://doi.org/10.1177/004728750103900407
Ernst, H., Hoyer, W. D., Krafft, M., & Krieger, K. (2011). Customer relationship management andcompany performance-the mediating role of new product performance. Journal of the Academy of Marketing Science, 39(2), 290-306.https://doi.org/10.1007/s11747-010-0194-5
Frazier, P. A., Tix, A. P., & Barron, K. E. (2004). Testing moderator and mediator effects in counseling psychology research. Journal of Counseling Psychology, 51(1), 115-134. https://doi/10.1037/0022-0167.51.2.157
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437-452.https://doi.org/10.1016/j.tourman.2004.12.002
Grönroos, C. (1994). From marketing mix to relationship marketing: toward a paradigm shift in marketing. Management Decision, 32(2), 4-20.https://doi.org/10.1016/S1320-1646(94)70275-6
Grucela, A. (2022, November 2). Cruise industry: 100+ statistics, facts, and trends [2022]. Passport-photo. online. https://passport-photo.online/blog/cruise-industry-statistics/
Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istraživanja, 33(1), 2733-2750.https://doi.org/10.1080/1331677X.2019.1676283
Guest, L. P. (1995). Customer Loyalty: How to Earn It, How to Keep It. Simmon and Schuster.Gale, B. T. (1994). Managing Customer Value. Free Press.
Hines, M. (2020, September 21). Tests, masks, temperature checks: ‘Healthy Sail Panel’ submits74 COVID-19 cruise recommendations to CDC. USA Today. https://www.usatoday.com/story/travel/cruises/2020/09/21/norwegian-royal-caribbean-cruise-panel-suggests-covid-19-rules/5839739002/
Huang, J., & Xiong, W. (2010). The effect of win-back investment on lost consumers’ intention of reinitiating relationship. Frontiers of Business Research in China, 4(3), 485-497.https://doi.org/10.1007/s11782-010-0107-y
Hung, K., & Petrick, J. F. (2011). Why do you cruise? Exploring the motivations for taking cruise holidays, and the construction of a cruising motivation scale. Tourism Management, 32(2), 386-393.https://doi.org/10.1016/j.tourman.2010.03.008
Hwang, J., & Hyun, S. S. (2016). Perceived firm innovativeness in cruise travelers’ experience and perceived luxury value: The moderating effect of advertising effectiveness.Asia Pacific Journal of Tourism Research, 21(1), 101-128.https://doi.org/10.1080/10941665.2015.1016051
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, 70, 75-84.https://doi.org/10.1016/j.ijhm.2017.10.024
Ipsos. (n.d.). An IPSOS affluent survey white paper. Ipsos.Retrieved November 12, 2022, from https://www.ipsos.com/sites/default/files/ct/publication/documents/2017-11/IpsosConnect-Affluent-Traveler-Segmentation-White-Paper-2017%20%281%29.pdf
Jang, S. S., & Feng, R. (2007). Temporal destination revisit intention: The effects of novelty seeking and satisfaction.Tourism Management, 28(2), 580-590.https://doi.org/10.1016/j.tourman.2006.04.024
Juan, P. J., & Chen, H. M. (2012). Taiwanese cruise tourist behavior during different phases of experience.International Journal of Tourism Research,14(5), 485-494.https://doi.org/10.1002/jtr.882
Kalakota, R., & Robinson, M. (1999).E-Business Roadmap for Success. Pearson.
Kellen, V. (2002, February). CRM Measurement Frameworks. http://www.kellen.net/CRM_MF.pdf
Kerlinger, F. N., & Lee, H.B. (2008). Foundations of Behavioral Research(5th ed.).WadsworthPublishing.
Keller, K. L., & Lehmann, D. R. (2006). Brands and branding: research findings and future priorities. Marketing Science, 25(6), 740-759.https://doi.org/10.1287/mksc.1050.0153
Kotler, P. (2000). Marketing Management(10th ed.). Prentice Hall.
Kumar, V., Jones, E., Venkatesan, R., & Leone, R. P. (2011). Is market orientation a source of. sustainable competitive advantage or simply the costof competing? Journal of Marketing, 75(1), 16-30.https://doi.org/10.1509/jm.75.1.16
Lee, S., Chua, B. L., & Han, H. (2017). Role of service encounter and physical environment performances, novelty, satisfaction, and affective commitment in generating cruise passengerloyalty.Asia Pacific Journal of Tourism Research,22(2), 131-146.https://doi.org/10.1080/10941665.2016.1182039
Li, S.-Y., Gao, D.-W., & Chen, Y.-T. (2018, February 19). Princess cruises has made great achievements in Taiwan for five years. Princess Cruises. https://www.princesscruises.com.tw/news_center/68
Lin, N. P., Weng, J. C. M., & Hsieh, Y. C. (2003). Relational bonds and customer’s trust and commitment-A study on the moderating effects of web site usage. Service Industries Journal, 23(3), 103-124. https://doi.org/10.1080/714005111
Lin, C. H. (2013). Determinants of revisit intention to ahot springs destination: Evidence from Taiwan. Asia Pacific Journal of Tourism Research, 18(3), 183-204.https://doi.org/10.1080/10941665.2011.640698
Meng, S.-M., Liang, G.-S., & Yang, S.-H. (2011). The relationships of cruise image, perceived value, satisfaction, andpost-purchase behavioral intention on Taiwanese tourists. African Journal of Business Management, 5(1), 19-29.https://doi.org/10.5897/AJBM10.260
Mishra, A., & Mishra, D. (2009). Customer relationship management: Implementation process perspective. Acta Polytechnic Hungarian, 6(4), 83-99.http://acta.uni-obuda.hu/Mishra_Mishra_20.pdf
Mishra, A., & Mishra, D. (2009). Lecture Notes in Computer Science. Springer.
Monroe, K. B. (1990). Pricing: Making Profitable Decisions.McGraw Hill.
Oskarsson, G., & Georgsdóttir, I. (2017). Marketing communication towards cruise ship passengers: the implications of market segmentation. Journal of Business and Economics, 14(1), 43.http://doi.org/10.24122/tve.a.2017.14.1.3
Payne, A. (2006). Handbook of CRM: Achieving Excellence in Customer Management.Oxford.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.https://doi.org/10.1177/0092070300281015
Pandža Bajs, I. (2015). Tourist perceived value, relationship to satisfaction, and behavioral intentions: The example of the croatian tourist destination dubrovnik. Journal of Travel Research, 54(1), 122-134.https://doi.org/10.1177/0047287513513158
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176.https://doi.org/10.1509/jmkg.2005.69.4.167
Pedro, L. (2013). High-end travelers look for expert trip-planning advice, but not from travel agents.Skift. Retrieved 3 November, 2022, https://skift.com/2013/02/18/high-end-travelers-look-for-expert-trip-planning-advice-but-not-from-travel-agents/
Petrick, J. F. (2003). Measuring cruise passengers' perceived value.Tourism analysis,7(3-4), 251-258.https://doi.org/10.3727/108354203108750094
Petrick, J.F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397-407.https://doi.org/10.1177/0047287504263037
Pham, H., & Nguyen, T.-H. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78-91.https://doi.org/10.5038/2640-6489.4.1.1041
Phillips, W. J., Wolfe, K., Hodur, N, & Leistritz, F. L. (2011). Tourist word of mouth and revisit intentions to rural tourism destinations: A case of North Dakota, USA.International Journal of Tourism Research, 15(1), 93-104.https://doi.org/10.1002/jtr.879
Polat, İ., Erdoğan, D., & Sesliokuyucu, O. S. (2021). The impact of attitude and subjective norm on airline passengers’ travel intention in the COVID-19 era: Mediating role of perceived risk. Brazilian Annals of Tourist Studies, 11, 1-15.https://doi.org/10.5281/zenodo.5770983
Ragins, E. J., & Greco, A. J. (2003). Customer relationship management and e-business: More than a software solution. Review of Business, 24(1), 25-30.https://repository.dinus.ac.id/docs/ajar/Makung-5-10.pdf
Research Nester. (2022, February 4). Luxury cruise ships market segmentation by cruising type (Ocean cruises, river cruises, and others); and by amenities (restaurants, bars & pubs, water sports, adventurous sports, planetarium, and others) -global demand analysis and opportunity outlook 2020-2029. Research Nester. https://www.researchnester.com/reports/luxury-cruise-ships-market/2990
Rafique, H., Almagrabi, A. O., Shamim, A., Anwar, F., & Bashir, A. K. (2020). Investigating the acceptance of mobile library applications with an extended technology acceptance model (TAM). Computers & Education, 145, 103732.https://doi.org/10.1016/j.compedu.2019.103732
Risitano, M., Romano, R., & Sorrentino, A. (2022). Segmenting cruise passengers from the experiential marketing perspective: An explorative study.Research in Transportation Business & Management,45, 100590.https://doi.org/10.1016/j.rtbm.2020.100590
Sánchez, D. B. (2006). Evaluar en educación física(9th ed.). Inde.
Saunders, A. (2021). New luxury ships coming in 2021 that we’re excited aboutcruisecritic. Cruisecritic. Retrieved 30 January, 2023, https://www.cruisecritic.com/articles.cfm?ID=5787
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumptionvalue. Journal of Business Research, 22(1), 159-170.https://doi.org/10.1016/0148-2963(91)90050-8
Sheth, J. N., & Parvatiyar, A. (2002). Evolving relationship marketing into a discipline. Journal of Relationship Marketing, 1(1), 3-16.https://doi.org/10.1300/J366v01n01_02
Shi, J., Qiu, L., & Ye, X. (2019).Research on mechanism for high-quality development of cruisetourism under the all-for-one tourism background.Springer.
Shahijan, M. K., Rezaei, S., Preece, C. N., & Ismail, W. K. W. (2015). International medical travelers’ behavioral intention: An empirical study in Iran. Journal of Travel and Tourism Marketing, 32(5), 475-502.https://doi.org/10.1080/10548408.2014.916248
Shahijan, M. K., Rezaei, S., & Amin, M. (2018). Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention.International Journal of Quality & Reliability Management,35(10), 2304-2327.https://doi.org/10.1108/IJQRM-07-2017-0135
Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance.The Journal of High Technology Management Research, 29(2), 237-246.https://doi.org/10.1016/j.hitech.2018.10.001
Sweeney, J. C. & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale.Journal of Retailing, 77(2), 203-220.http://doi.org/10.1016/S0022-4359(01)00041-0
Swift, R. (2001). Accelerating customer relationship using CRM and relationship technologies. Prentice Hall.
The Cruise Review. (2020). Ultra-luxury continues to grow.http://smr.fourstudio.co.uk/wp-content/uploads/FINAL-report_single-pages.pdf
Ugur, N. G., & Adem, A. (2020). Impacts of Covid 19 on global tourism industry: A regional comparison.Tourism Management Perspectives, 36, 1-13.https://doi.org/10.1016/j.tmp.2020.100744
Woodruff, R. B. (1997). Consumer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.http://doi.org/10.1007/BF02894350
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.https://doi.org/10.1177/002224298805200302
Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing & Management, 8, 326-336.https://doi.org/10.1016/j.jdmm.2017.06.004