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The influence of blogs on the complain intention: the case of the cruise ship industry

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Resumo:This paper investigates the influence of service recovery in the consumer's complaint intention to obtain benefits on the cruise industry. The research model proposed and tested empirically was based on a sample of 164 cruise vacationers who had experiences of a past service failure. The model also shows the influence of cruise blogs on consumer’s complaint intention. The result of the analysis demonstrates higher influence of cruise blogs and reviews than service recovery strategies on the complaint intention. The findings of the study provide a better understanding of the service recovery on the cruise industry, being useful for the managers of the cruise companies. Finally, the results suggest, as well, that cruise ship managers should implement new marketing strategies related to service recovery and at the same time attract cruise blogs to the company.
Autores principais:Gonzales Santiago, Marcya
Outros Autores:Correia, Ricardo
Assunto:Service recovery Cruise ship industry Cruise blogs Complaint intention
Ano:2019
País:Portugal
Tipo de documento:artigo
Tipo de acesso:acesso aberto
Instituição associada:Instituto Politécnico de Bragança
Idioma:inglês
Origem:Biblioteca Digital do IPB

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