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The Impact of Customer-to-Customer Interaction on Cruise Experience and Vacation Satisfaction

kaiwu 添加于 2010-10-29 10:18 | 1573 次阅读 | 0 个评论

作者
Huang J, Hsu CHC
摘要
While the role of customer-to-customer (C2C) interaction in shaping service experience has been recognized in the services marketing literature, empirical examination of this issue is limited. Similarly, investigation of tourists’ social contacts has mainly focused on the tourist—local community and tourist—service personnel dyads, while much less is known about tourist-to-tourist interactions. To fill this knowledge gap, this study has examined interaction between tourists on cruise vacations and its impact on the cruise experience and vacation satisfaction. An online survey is conducted with an American online panel (n = 613). The findings reveal that the quality of C2C interaction has positive direct impacts on the cruise experience as well as indirect effects on vacation satisfaction, mediated by cruise experience. Moreover, the quality of C2C interaction has suppressor effects on the quantity of C2C interaction. The results call for the incorporation of C2C interaction as one component of the relationship marketing theory.
详细资料
- 文献种类: Journal Article
- 期刊名称: Journal of Travel Research
- 期卷页: 2010年第49卷第1期 79-92页
- 日期: 2010
学科领域人文社科 » 旅游学
标签

Jounral_of_travel_research
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