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

Detalhes bibliográficos
Autor(a) principal: Gonzales Santiago, Marcya
Data de Publicação: 2019
Outros Autores: Correia, Ricardo
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Texto Completo: http://hdl.handle.net/10198/20719
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.
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spelling The influence of blogs on the complain intention: the case of the cruise ship industryService recoveryCruise ship industryCruise blogsComplaint intentionThis 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.IBIMA PublishingBiblioteca Digital do IPBGonzales Santiago, MarcyaCorreia, Ricardo2020-02-27T11:12:08Z20192019-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10198/20719engGonzales Santiago, Marcya; Correia, Ricardo (2019). The influence of blogs on the complain intention: the case of the cruise ship industry. Journal of Marketing Research and Case Studies. ISSN 2165-7009. 2019, p. 1-162165-700910.5171/2019.628079info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2025-02-25T12:11:00Zoai:bibliotecadigital.ipb.pt:10198/20719Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T11:38:04.785575Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv The influence of blogs on the complain intention: the case of the cruise ship industry
title The influence of blogs on the complain intention: the case of the cruise ship industry
spellingShingle The influence of blogs on the complain intention: the case of the cruise ship industry
Gonzales Santiago, Marcya
Service recovery
Cruise ship industry
Cruise blogs
Complaint intention
title_short The influence of blogs on the complain intention: the case of the cruise ship industry
title_full The influence of blogs on the complain intention: the case of the cruise ship industry
title_fullStr The influence of blogs on the complain intention: the case of the cruise ship industry
title_full_unstemmed The influence of blogs on the complain intention: the case of the cruise ship industry
title_sort The influence of blogs on the complain intention: the case of the cruise ship industry
author Gonzales Santiago, Marcya
author_facet Gonzales Santiago, Marcya
Correia, Ricardo
author_role author
author2 Correia, Ricardo
author2_role author
dc.contributor.none.fl_str_mv Biblioteca Digital do IPB
dc.contributor.author.fl_str_mv Gonzales Santiago, Marcya
Correia, Ricardo
dc.subject.por.fl_str_mv Service recovery
Cruise ship industry
Cruise blogs
Complaint intention
topic Service recovery
Cruise ship industry
Cruise blogs
Complaint intention
description 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.
publishDate 2019
dc.date.none.fl_str_mv 2019
2019-01-01T00:00:00Z
2020-02-27T11:12:08Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10198/20719
url http://hdl.handle.net/10198/20719
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Gonzales Santiago, Marcya; Correia, Ricardo (2019). The influence of blogs on the complain intention: the case of the cruise ship industry. Journal of Marketing Research and Case Studies. ISSN 2165-7009. 2019, p. 1-16
2165-7009
10.5171/2019.628079
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv IBIMA Publishing
publisher.none.fl_str_mv IBIMA Publishing
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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