Cruise tourism: social media content and network structures

2018 ◽  
Vol 73 (4) ◽  
pp. 433-447 ◽  
Author(s):  
Flávio Tiago ◽  
João Couto ◽  
Sandra Faria ◽  
Teresa Borges-Tiago
Keyword(s):  
Social Media ◽  
Assessment Tool ◽  
Reaction Model ◽  
Network Structures ◽  
Star Model ◽  
Content Type ◽  
Cruise Tourism ◽  
Internet Presence ◽  
Cruise Line ◽  
Cruise Lines

Purpose The purpose of this paper is to present knowledge acquired through examining three cruise lines’ social media strategies over a three-year period, analyzing the network structures involved and demonstrating the value of the STAR (storytelling, triggers, amusement and reaction) model for enhancing social media activity. Design/methodology/approach This study gathered data from three cruise lines’ official websites and Facebook and Twitter accounts, examining variables such as internet presence, engagement and fans/followers. Furthermore, the work also addresses several issues that researchers encounter when using the STAR model. Findings Digital activity was found to vary significantly between the three cruise lines’ websites and Facebook and Twitter accounts, with the companies adopting different approaches and obtaining different results. Each company tended to have its own base of fans and followers, who shared a common language, reflected in the hashtags they used. The results show that cruise lines wishing to develop a content-oriented strategy that maximizes engagement in social media should share rich multimedia content that supports storytelling values and can be used on multiple platforms. Originality/value This work can be of interest to practitioners aiming to use a comparison and assessment tool for their digital activity. It could also assist future researchers focusing on cruise line activity, as few researchers have analyzed the online content strategies of cruise lines, particularly on Facebook and Twitter.

The role of trust in cruise passenger behavioral intentions

2014 ◽  
Vol 52 (8) ◽  
pp. 1346-1367 ◽  
Author(s):  
Santiago Forgas-Coll ◽  
Ramon Palau-Saumell ◽  
Javier Sánchez-García ◽  
Eva María Caplliure-Giner
Keyword(s):  
Service Quality ◽  
Financial Management ◽  
Behavioral Intentions ◽  
Structural Equation Models ◽  
Group Analysis ◽  
Moderator Effect ◽  
Content Type ◽  
Perceived Service Quality ◽  
Cruise Line ◽  
Cruise Lines

Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A structural model was developed. In order to verify the hypotheses, a total of 729 cruise passengers were sampled. The study of the data used structural equation models by means of a multi-group analysis. Findings – The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the relationships between constructs in most of the relationships in the two cruise lines analyzed. Practical implications – The differences in the relationships of perceived service quality with overall satisfaction, trust and behavioral intentions suggest that one of the cruise lines analyzed ought to make decisions to improve the installations and the services on board the ships. These decisions involve substantial investments which affect, as well as the marketing management regarding the design of the product, the financial management and also the CEO. Originality/value – Unlike earlier studies of cruise tourism carried out in Caribbean and Asian destinations, this study empirically tested a model of the formation of behavioral intentions which incorporates trust as a mediator variable between satisfaction and behavioral intentions and between perceived service quality and behavioral intentions in the Mediterranean. Also tests the moderator effect exercised by the cruise line on the consumers’ perception on the way to behavioral intentions.

The future of tourism in an emerging economy: the reality of the cruise industry in Caribbean

2014 ◽  
Vol 6 (2) ◽  
pp. 127-137 ◽  
Author(s):  
Fritz Pinnock
Keyword(s):  
International Association ◽  
Research Question ◽  
Tourism Industry ◽  
Content Type ◽  
Cruise Tourism ◽  
The Face ◽  
The Caribbean ◽  
To Come ◽  
High Level ◽  
Cruise Lines

Purpose – In the face of newly industrialised nations, there is the tendency that there will be a shift or redirect of tourists from old tourism destinations to the newly industrialised ones. While there has been a consistent growth in cruising to the Caribbean, the question is whether the growth in cruise ship calls and increase in cruise passenger arrivals to the Caribbean translate into greater development for the region ' s stakeholders or whether this just creates increased profits for the cruise lines, and whether there will be a shift from the Caribbean to the newly industrialised nation in years to come. This paper seeks to address these issues. Design/methodology/approach – This research employed mixed methods approach to answer the research question. The nature of the question and data necessary to answer the question led to the choice of qualitative and quantitative techniques. Findings – The findings from this research will, hopefully, serve as a guide for Caribbean nations to develop a better strategy to cope with the cruise tourism industry; an approach based more along the lines of inter-island collaboration as opposed to competition. Research limitations/implications – Lack of ample data on cruise tourism in the Caribbean was one of the limitations of the study. Another drawback involved the high level of secrecy which surrounds the industry and the unwillingness of cruise lines and their associates to provide access to operational data, which they regard as confidential. Originality/value – The Caribbean, particularly Caribbean governments, will benefit from a greater understanding of the power relations among the cruise tourism stakeholder chain and the profile of costs and benefits associated with the industry. Over the years, the Caribbean has relied solely on the economic impact surveys produced by Florida Caribbean Cruise Association (FCCA) and Cruise Lines International Association (CLIA), both of whom represent the cruise lines, in order to make projections and development plans for the industry.

Exploring potential cruisers behavior based on a preference model: the Japanese cruise market

2020 ◽  
Vol 5 (4) ◽  
pp. 391-407
Author(s):  
Tomoya Kawasaki ◽  
Yui-yip Lau
Keyword(s):  
Stated Preference ◽  
Behavioral Model ◽  
Cruise Ship ◽  
Related Services ◽  
Content Type ◽  
Working People ◽  
Cruise Tourism ◽  
Panel Effects ◽  
Intentions To Participate ◽  
Cruise Lines

Purpose The purpose of this study is to analyze the preferences of potential Japanese cruise ship tourists and identify the factors influencing their participation in cruise ship tourism. In the analysis, preference for cruise ports in East Asia is also examined. Design/methodology/approach The behavioral model of potential cruiser is developed through a mixed ordered logit approach. The data are collected by means of the stated preference method with the application of a Web-based questionnaire. Multiple answers are collected from each respondent. Hence, panel effects between answers are considered so as to obtain a robust model. Findings The results show that Nagasaki and Hong Kong ports are preferred, and other domestic ports, namely, Kobe, Kagoshima, and Naha are also relatively popular places to visit. However, potential Japanese cruisers are reluctant to visit two South Korean destinations which are frequently selected as cruise lines by avoiding Cabotage rule. Besides, shorter cruise duration and lower prices increase the possibility of participation in cruise tourism, particularly for working people. Retirees tend to have less interest in cruise tourism. However, Japanese-related services will increase retirees’ intentions to participate in cruise tourism. Research limitations/implications This study attempts to analyze potential cruisers’ behavior toward cruise ship tourism in Japan and discusses how to increase the number of cruisers participating in cruise ship tourism. In this vein, repeat behavior should also be analyzed. Repeat behavior contributes to the maintenance and increase in cruisers in Japan. Originality/value There is no study on potential cruiser’s behavior analysis in Japan which is the emerging country as cruise market. Thus, the number of potential cruisers is expected to be high. This study reveals that potential cruisers’ preferences on cruise ship services (e.g. duration, price, on board services, etc.), which are separately analysed for working ages and retirees. Besides, preferences on port of calls in East Asian context are revealed. These results are useful for cruise ship industries, especially for cruise lines.

A tool for measuring SMEs’ reputation, engagement and goodwill

2017 ◽  
Vol 18 (1) ◽  
pp. 170-188 ◽  
Author(s):  
Rosalind Heather Whiting ◽  
Paul Hansen ◽  
Anindya Sen
Keyword(s):  
Social Media ◽  
Cluster Analysis ◽  
Online Survey ◽  
Small And Medium Enterprises ◽  
Relative Importance ◽  
Content Type ◽  
Internet Presence ◽  
Medium Enterprises ◽  
Scoring Tool ◽  
Google Search

Purpose The purpose of this paper is to develop a rating and scoring tool for measuring small and medium enterprises’ (SMEs) reputation, engagement and goodwill (REG), including internet presence and following on social media, by an exploratory study undertaken in New Zealand. Design/methodology/approach A discrete choice experiment (DCE) applying the PAPRIKA method via an online survey was conducted to determine weights representing the relative importance of six indicators related to SMEs’ REG. Usable responses were received from 159 people involved with SMEs. Cluster analysis to identify participants with similar patterns of weights was performed. Findings The six indicators, in decreasing order of importance (mean weights in parentheses), are: “captured” customer opinions about the business (0.28); contact with customer database (0.19); website traffic (0.16); Google Search ranking (0.15); size of customer database, (0.11); and following on social media (0.11). These indicators and weights can be used to rate and score individual SMEs. The cluster analysis indicates that participants’ age has some influence on their weights. Research limitations/implications Only 159 usable responses for the DCE. Practical implications The indicators and their weights provide a practical and inexpensive tool for measuring SMEs’ REG. Originality/value This is the first study to use a DCE to determine weights representing the relative importance of indicators included in a tool for measuring SMEs’ REG. The tool is innovative because it includes readily available indicators of firms’ internet presence and following on social media.

Assessing servicescape of cruise tourism: the perception of Chinese tourists

2017 ◽  
Vol 29 (10) ◽  
pp. 2556-2572 ◽  
Author(s):  
Jiaying Lyu ◽  
Liang Hu ◽  
Kam Hung ◽  
Zhenxing Mao
Keyword(s):  
Factor Analysis ◽  
Online Survey ◽  
Research Effort ◽  
Chinese Market ◽  
Chinese Consumers ◽  
Content Type ◽  
Cruise Tourism ◽  
Dining Services ◽  
Chinese Tourists ◽  
Cruise Lines

Purpose This study aims to develop a comprehensive framework for assessing servicescape of cruise tourism and provides practical suggestions to improve the perception of Chinese tourists toward cruise servicescape. Design/methodology/approach A multistage mixed-method design was used in the sequence of in-depth interviews (n = 18), expert panel (n = 5), on-site survey (n = 317) and online survey (n = 300). Grounded theory, exploratory factor analysis and confirmatory factor analysis were used to assess cruise tourism servicescape. Findings The cruise tourism servicescape construct was identified with six dimensions: facilities and décor, natural scenery, onshore excursions, onboard entertainment, social interactions and dining services. These dimensions were in the order of importance, as perceived by Chinese tourists. Practical implications Cruise lines operating large ships can be more attractive to Chinese consumers than luxury cruise lines operating smaller vessels. Cruise operators can enhance perceived servicescape by integrating natural and built environments, such as air, sea and on-shore tours. Services provided by foreign crew members may serve as a strong selling point for Chinese tourists. Consumer-to-consumer activities may be introduced into the Chinese market. Cruise operators may also provide quality meal service in terms of variety, quality and flexibility. Originality/value Considering that minimal research has been conducted on cruise servicescape scale development, this study serves as the first empirical research effort in this regard. The findings also identify the specific needs of Chinese tourists, which is a fast-growing market in the cruise industry.

Motivating Exercise Through Social Media: Is a Picture Always Worth a Thousand Words?

2018 ◽  
Author(s):  
Caitlyn Johnston ◽  
William E. Davis
Keyword(s):  
Social Media ◽  
Individual Differences ◽  
Experimental Design ◽  
Health Behaviors ◽  
Media Content ◽  
Exercise Motivation ◽  
Positive Health ◽  
Content Type ◽  
Within Subjects

In the present study, we examined how the influence of exercise-related social media content on exercise motivation might differ across content type (with images vs. without images) and account type (individual vs. corporate). Using a 2 × 2 within-subjects experimental design, 229 participants viewed a series of 40 actual social media posts across the four conditions (individual posts with images, corporate posts with images, individual posts without images, and corporate posts without images) in a randomized order. Participants rated the extent to which they felt each social media post motivated them to exercise, would motivate others to exercise, and was posted for extrinsic reasons. Participants also completed other measures of individual differences including their own exercise motivation. Posts with images from individuals were more motivating than posts with images from corporations; however, corporate posts without images were more motivating than posts without images from individuals. Participants expected others to be similarly motivated by the stimuli, and perceived corporate posts as having been posted for more extrinsic reasons than individuals’ posts. These findings enhance our understanding of how social media may be used to promote positive health behaviors.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

What makes the difference? Employee social media brand engagement

2019 ◽  
Vol 34 (7) ◽  
pp. 1459-1467 ◽  
Author(s):  
Sherese Y. Duncan ◽  
Raeesah Chohan ◽  
João José Ferreira
Keyword(s):  
Social Media ◽  
Brand Equity ◽  
Positive Emotions ◽  
Content Type ◽  
Word Use ◽  
Brand Engagement ◽  
Analytical Thinking ◽  
Industry Competition ◽  
The Difference ◽  
Business To Business

Purpose This paper aims to explore, using the employee lens of business-to-business firms, word use through brand engagement and social media interaction to understand the difference between employees who rate their employer brands highly on social media and those who don't. Design/methodology/approach We conducted a textual content analysis of posts published on the social media job evaluation site glassdoor.com. LIWC software package was used to analyze 30 of the top 200 business-to-business brands listed on Brandwatch using four variables, namely, analytical thinking, clout, authenticity and emotional tone. Findings The results show that employees who rate their employer’s brand low use significantly more words, are significantly less analytic and write with significantly more clout because they focus more on others than themselves. Employees who rate their employer’s brand highly, write with significantly more authenticity, exhibit a significantly higher tone and display far more positive emotions in their reviews. Practical implications Brand managers should treat social media data disseminated by individual stakeholders, like the variables used in this study (tone, word count, frequency), as a valuable tool for brand insight on their industry, competition and their own brand equity, now and especially over time. Originality/value This study provides acknowledgement that social media is a significant source of marketing intelligence that may improve brand equity by better understanding and managing brand engagement.

scholarly journals Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective

2020 ◽  
Vol 31 (3) ◽  
pp. 313-343
Author(s):  
Aurora Garrido-Moreno ◽  
Víctor García-Morales ◽  
Stephen King ◽  
Nigel Lockett
Keyword(s):  
Social Media ◽  
Value Creation ◽  
Dynamic Capabilities ◽  
Media Use ◽  
Business Value ◽  
Customer Engagement ◽  
Social Media Use ◽  
Content Type ◽  
Social Media Tools ◽  
Dynamic Capabilities Perspective

PurposeAlthough Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's increasingly digital landscapes. Adopting a dynamic capabilities perspective, this paper empirically examines the specific process through which Social Media use translates into better performance and the capabilities involved in this process.Design/methodology/approachA research model is proposed that includes both antecedents and consequences of Social Media use. Existing research was examined to derive the research hypotheses, which were tested using SEM methodology on a sample of 212 hotels.FindingsThe results show that Social Media use does not exert significant direct impact on organizational performance. Rather, the findings confirm the mediating role played by Social CRM and Customer Engagement capabilities in the value creation process.Practical implicationsThe results demonstrate how Social Media tools should be implemented and managed to generate business value in hotels. Implications yield interesting insights for hotel managersOriginality/valueThis study is a first attempt to analyze empirically the real impact of digital media technologies, particularly Social Media use, drawing on the dynamic capabilities perspective and focusing on service firms (hotels). Including the variable “Organizational Readiness” as a basic prerequisite to benefit from Social Media use enhances the study's novelty and contribution.

Impact of word-of-mouth, job attributes and relationship strength on employer attractiveness

2019 ◽  
Vol 42 (6) ◽  
pp. 721-739 ◽  
Author(s):  
Faiz Ahamad
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Information Source ◽  
Differential Impact ◽  
Content Type ◽  
Job Attributes ◽  
Relationship Strength ◽  
Job Information ◽  
Employer Attractiveness ◽  
The Impact

Purpose Job information through word-of-mouth (WOM) has a crucial impact on employer attractiveness. The phenomenal rise of social media offers alternate WOM platforms for sharing job information, which is quite different from traditional face-to-face WOM. The purpose of this paper is to examine the differential impact of traditional word-of-mouth (t-WOM) and social media word-of-mouth (s-WOM) on employer attractiveness along with the difference in the job attributes and relationship strength with the information source. Design/methodology/approach A 2 × 2 × 2 experiment was conducted to examine the impact of information source (t-WOM and s-WOM), job attributes (tangible and intangible) and relationship strength (strong and weak), on employer attractiveness. Source expertise and source trust were treated as the control variable. Findings The result shows the differential impact of t-WOM and s-WOM on employer attractiveness. Moreover, t-WOM from strong relation source found to have a high impact on employer attractiveness than s-WOM. No significant difference due to job attributes was found. Research limitations/implications Use of only positive WOM and not the negative one, student as the subjects, etc. Practical implications The present study suggests using t-WOM and s-WOM to attract talented job seekers. Originality/value This is the first study to analyze the differential impact of t-WOM and s-WOM on employer attractiveness.

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