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Toward Understanding the Impact of Attributes on Satisfaction in Different Price Tiers
Abstract
This exploratory study analyzes online ratings of cruises to identify the drivers of consumer satisfaction and dissatisfaction. The goal is to highlight that attributes vary in impact across price tiers. This research involved using Impact Range Performance Analysis and Impact Asymmetry Analysis on data from online consumer reviews across four price tiers (budget, premium, deluxe, and luxury). These techniques allowed for the classification of cruise attributes into five types based on their ability to satisfy or dissatisfy consumers. Using this directional information, importance levels, and perceived performance, the authors show that the order in which cruise lines should dedicate their resources varies across price tiers.
The contribution of this article addresses the need for managers to understand not only which attributes their passengers care about most (i.e., importance weight), but also the potential of each attribute to cause either satisfaction, or dissatisfaction. This will allow strategic allocation of resources depending on whether the cruise line needs to reduce dissatisfaction, or increase satisfaction. Consequently, this research should interest academicians – as an application of creative research methodology, and managers – as a prescriptive tool for resource allocation.
References
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Anderson, Eugene W. and Vikas Mittal (2000), "Strengthening the Satisfaction-Profit Chain," Journal of Service Research, 3 (2), 107-20.
Arbore, Alessandro and Bruno Busacca (2009), "Customer Satisfaction and Dissatisfaction in Retail Banking: Exploring the Asymmetric Impact of Attribute Performances," Journal of Retailing and Consumer Services, 16 (4), 271-80.
Arnold, Mark J., Kristy E. Reynolds, Nicole Ponder, and Jason E. Lueg (2005), "Customer Delight in a Retail Context: Investigating Delightful and Terrible Shopping Experiences," Journal of Business Research, 58 (8), 1132-45.
Balmer, Sylvia and Tom Baum (1993), "Applying Herzberg's Hygiene Factors to the Changing Accommodation Environment," International Journal of Contemporary Hospitality Management, 5 (2).
Blattberg, Robert C. and Kenneth J. Wisniewski (1989), "Price-Induced Patterns of Competition," Marketing Science, 8 (4), 291-309.
Bolton, Ruth N. and James H. Drew (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17 (4), 375-84.
Bone, Paula Fitzgerald (1995), "Word-of-Mouth Effects on Short-Term and Long-Term Product Judgments," Journal of Business Research, 32 (3), 213-23.
Brandt, Randall D. (1987), "A Procedure for Identifying Value-Enhancing Service Components Using Customer Satisfaction Survey Data," Add Value to Your Service, Chicago: American Marketing Association, 61-65.
Bronnenberg, Bart J. and Luc Wathieu (1996), "Asymmetric Promotion Effects and Brand Positioning," Marketing Science, 15 (4), 379-94.
Chevalier, Judith A. and Dina Mayzlin (2006), "The Effect of Word of
Mouth on Sales: Online Book Reviews," Journal of Marketing Research, 43 (3), 345-54.
Chitturi, Ravindra, Rajagopal Raghunathan, and Vijay Mahajan (2007), "Form Versus Function: How the Intensities of Specific Emotions Evoked in Functional Versus Hedonic Trade-Offs Mediate Product Preferences," Journal of Marketing Research, 44 (4), 702-14.
CLIA (2016), "'2016 Clia State of the Industry'," http://www.cruising.org/about-the-industry/research/2016-state-of-the-industry.
Crompton, John L. (2003), "Adapting Herzberg: A Conceptualization of the Effects of Hygiene and Motivator Attributes on Perceptions of Event Quality," Journal of Travel Research, 41 (3), 305-10.
Dodds, William B., Kent B. Monroe, and Dhruv Grewal (1991), "Effects of Price, Brand, and Store Information on Buyers' Product Evaluations," Journal of Marketing Research, 307-19.
Füller, Johann and Kurt Matzler (2008), "Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups," Tourism Management, 29 (1), 116-26.
Green, Paul E. and Venkat Srinivasan (1990), "Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice," The journal of marketing, 3-19.
Hardie, Bruce G.S., Eric J. Johnson, and Peter S. Fader (1993), "Modeling Loss Aversion and Reference Dependence Effects on Brand Choice," Marketing Science, 12 (4), 378-94.
Hauser, John R. and Don Clausing (1988), "The House of Quality," Harvard Business Review, 66 (3).
Herrmann, Andreas, Frank Huber, and Christine Braunstein (2000), "Market-Driven Product and Service Design: Bridging the Gap between Customer Needs, Quality Management, and Customer Satisfaction," International Journal of Production Economics, 66 (1), 77-96.
Herzberg, Frederick, Bernard Mausner, and Barbara Bloch Snyderman (2011), The Motivation to Work, Vol. 1: Transaction publishers.
Higie, Robin A., Lawrence F. Feick, and Linda L. Price (1987), "Types and Amount of Word-of-Mouth Communications About Retailers," Journal of Retailing.
Jones, Rory Victor (2011), "Motivations to Cruise: An Itinerary and Cruise Experience Study," Journal of Hospitality and Tourism Management, 18 (01), 30-40.
Kano, Noriaki, Nobuhiku Seraku, Fumio Takahashi, and Shinichi Tsuji (1984), "Attractive Quality and Must-Be Quality. Hinshitsu," The Journal of the Japanese Society for Quality Control, 14 (2 (April)), 39–48.
Khan, Uzma, Meng Zhu, and Ajay Kalra (2011), "When Trade-Offs Matter: The Effect of Choice Construal on Context Effects," Journal of Marketing Research, 48 (1), 62-71.
Kuo, Ying-Feng (2004), "Integrating Kano’s Model into Web-Community Service Quality," Total Quality Management & Business
Excellence, 15 (7), 925-39.
Kuo, Ying-Feng, Jing-Yu Chen, and Wei-Jaw Deng (2012), "Ipa–Kano Model: A New Tool for Categorising and Diagnosing Service Quality Attributes," Total Quality Management & Business Excellence, 23 (7-8), 731-48.
Kwortnik, Robert J. (2006), "Carnival Cruise Lines Burnishing the Brand," Cornell Hotel and Restaurant Administration Quarterly, 47 (3), 286-300.
--- (2008), "Shipscape Influence on the Leisure Cruise Experience," International Journal of Culture, Tourism and Hospitality Research, 2 (4), 289-311.
Lee, Jung and Jae-Nam Lee (2009), "Understanding the Product Information Inference Process in Electronic Word-of-Mouth: An Objectivity–Subjectivity Dichotomy Perspective," Information & Management, 46 (5), 302-11.
Li, Xiang and James F. Petrick (2006), "A Review of Festival and Event Motivation Studies," Event Management, 9 (4), 239-45.
Lin, Shu-Ping, Chen-Lung Yang, Ya-hui Chan, and Chwen Sheu (2010), "Refining Kano's ‘Quality Attributes–Satisfaction’model: A Moderated Regression Approach," International Journal of Production Economics, 126 (2), 255-63.
Liu, Yong (2006), "Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue," Journal of Marketing, 70 (3), 74-89.
Martilla, John A. and John C. James (1977), "Importance-Performance Analysis," The journal of marketing, 77-79.
Matzler, Kurt, Franz Bailom, Hans H. Hinterhuber, Birgit Renzl, and Johann Pichler (2004), "The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance–Performance Analysis," Industrial Marketing Management, 33 (4), 271-77.
Matzler, Kurt and Hans H. Hinterhuber (1998), "How to Make Product Development Projects More Successful by Integrating Kano's Model of Customer Satisfaction into Quality Function Deployment," Technovation, 18 (1), 25-38.
Matzler, Kurt and Elmar Sauerwein (2002), "The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis," International Journal of Service Industry Management, 13 (4), 314-32.
Meyer, Christopher and Andre Schwager (2007), "Customer Experience," Harvard Business Review, 1-11.
Mikuli?, Josip and Darko Prebežak (2008), "Prioritizing Improvement of Service Attributes Using Impact Range-Performance Analysis and Impact-Asymmetry Analysis," Managing Service Quality: An International Journal, 18 (6), 559-76.
Mileski, Joan P., Grace Wang, and L Lamar Beacham (2014), "Understanding the Causes of Recent Cruise Ship Mishaps and Disasters," Research in Transportation Business & Management, 13, 65-70.
Milgrom, Paul and John Roberts (1986), "Price and Advertising Signals of Product Quality," The Journal of Political Economy, 796-821.
Mittal, Vikas, William T. Ross, and Patrick M. Baldasare (1998), "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions," Journal of Marketing, 62, 33-47.
Mukherjee, Ashesh and Wayne D. Hoyer (2001), "The Effect of Novel Attributes on Product Evaluation," Journal of Consumer Research, 28 (3), 462-72.
Nelson, Phillip (1974), "Advertising as Information," Journal of Political Economy, 82 (4), 729-54.
Netzer, Oded and Visvanathan Srinivasan (2011), "Adaptive Self-Explication of Multiattribute Preferences," Journal of Marketing Research, 48 (1), 140-56.
Oliver, Richard L. (1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response," Journal of Consumer Research, 20 (3), 418-30.
Oliver, Richard L., Roland T. Rust, and Sajeev Varki (1997), "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3), 311-36.
Ostrom, Amy and Dawn Iacobucci (1995), "Consumer Trade-Offs and the Evaluation of Services," The journal of marketing, 17-28.
Petrick, James F. (2003), "Measuring Cruise Passengers' Perceived Value," Tourism Analysis, 7 (3-4), 251-58.
--- (2004a), "First Timers’ and Repeaters’ Perceived Value," Journal of Travel Research, 43 (1), 29-38.
--- (2004b), "The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions," Journal of Travel Research, 42 (4), 397-407.
--- (2005), "Segmenting Cruise Passengers with Price Sensitivity," Tourism Management, 26 (5), 753-62.
Petrick, James F., Catherine Tonner, and Christina Quinn (2006), "The Utilization of Critical Incident Technique to Examine Cruise Passengers’ Repurchase Intentions," Journal of Travel Research, 44 (3), 273-80.
Price, Linda L., Lawrence F. Feick, and Robin A. Higie (1987), "Information Sensitive Consumers and Market Information," Journal of Consumer Affairs, 21 (2), 328-41.
Rao, Akshay R. and Kent B. Monroe (1989), "The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review," Journal of Marketing Research, 351-57.
Romaniuk, Jenni and John Dawes (2005), "Loyalty to Price Tiers in Purchases of Bottled Wine," Journal of Product & Brand Management, 14 (1), 57-64.
Schneider, Benjamin and David E. Bowen (1999), "Understanding Customer Delight and Outrage," MIT Sloan Management Review, 41 (1), 35.
Sivakumar, K. (2003), "Price-Tier Competition: Distinguishing between Intertier Competition and Intratier Competition," Journal of Business Research, 56 (12), 947-59.
Sivakumar, K. and S.P. Raj (1997), "Quality Tier Competition: How Price Change Influences Brand Choice and Category Choice," The journal of marketing, 71-84.
Sujan, Mita (1985), "Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer Judgments," Journal of Consumer Research, 31-46.
Tan, Kay C. and Theresia A. Pawitra (2001), "Integrating Servqual and Kano's Model into Qfd for Service Excellence Development," Managing Service Quality: An International Journal, 11 (6), 418-30.
Teye, Victor and Denis Leclerc (2003), "The White Caucasian and Ethnic Minority Cruise Markets: Some Motivational Perspectives," Journal of Vacation Marketing, 9 (3), 227-42.
Trusov, Michael, Randolph E. Bucklin, and Koen Pauwels (2009), "Effects of Word-of-Mouth Versus Traditional Marketing: Findings from an Internet Social Networking Site," Journal of Marketing, 73 (5), 90-102.
Verma, Harsh V. (2003), "Customer Outrage and Delight," Journal of Services Research, 3 (1), 119.
Walsh, Gianfranco, Kevin P. Gwinner, and Scott R. Swanson (2004), "What Makes Mavens Tick? Exploring the Motives of Market Mavens' Initiation of Information Diffusion," Journal of Consumer Marketing, 21 (2), 109-22.
Wetzer, Inge M., Marcel Zeelenberg, and Rik Pieters (2007), "“Never Eat in That Restaurant, I Did!”: Exploring Why People Engage in Negative Word?of?Mouth Communication," Psychology & Marketing, 24 (8), 661-80.
Wolinsky, Asher (1983), "Prices as Signals of Product Quality," The Review of Economic Studies, 50 (4), 647-58.
Yarnal, Careen Mackay and Deborah Kerstetter (2005), "Casting Off an Exploration of Cruise Ship Space, Group Tour Behavior, and Social Interaction," Journal of Travel Research, 43 (4), 368-79.
Yi, Sangchoul, Jonathon Day, and Liping A. Cai (2014), "Exploring Tourist Perceived Value: An Investigation of Asian Cruise Tourists' Travel Experience," Journal of Quality Assurance in Hospitality & Tourism, 15 (1), 63-77.
Yoo, Kyung Hyan and Ulrike Gretzel (2008), "What Motivates Consumers to Write Online Travel Reviews?," Information Technology & Tourism, 10 (4), 283-95.
Zbuchea, Alexandra (2015), "Framing Cruise Tourism," Journal of Tourism Challenges and Trends, 8 (1), 9-25.
Anderson, Eugene W. and Vikas Mittal (2000), "Strengthening the Satisfaction-Profit Chain," Journal of Service Research, 3 (2), 107-20.
Arbore, Alessandro and Bruno Busacca (2009), "Customer Satisfaction and Dissatisfaction in Retail Banking: Exploring the Asymmetric Impact of Attribute Performances," Journal of Retailing and Consumer Services, 16 (4), 271-80.
Arnold, Mark J., Kristy E. Reynolds, Nicole Ponder, and Jason E. Lueg (2005), "Customer Delight in a Retail Context: Investigating Delightful and Terrible Shopping Experiences," Journal of Business Research, 58 (8), 1132-45.
Balmer, Sylvia and Tom Baum (1993), "Applying Herzberg's Hygiene Factors to the Changing Accommodation Environment," International Journal of Contemporary Hospitality Management, 5 (2).
Blattberg, Robert C. and Kenneth J. Wisniewski (1989), "Price-Induced Patterns of Competition," Marketing Science, 8 (4), 291-309.
Bolton, Ruth N. and James H. Drew (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17 (4), 375-84.
Bone, Paula Fitzgerald (1995), "Word-of-Mouth Effects on Short-Term and Long-Term Product Judgments," Journal of Business Research, 32 (3), 213-23.
Brandt, Randall D. (1987), "A Procedure for Identifying Value-Enhancing Service Components Using Customer Satisfaction Survey Data," Add Value to Your Service, Chicago: American Marketing Association, 61-65.
Bronnenberg, Bart J. and Luc Wathieu (1996), "Asymmetric Promotion Effects and Brand Positioning," Marketing Science, 15 (4), 379-94.
Chevalier, Judith A. and Dina Mayzlin (2006), "The Effect of Word of
Mouth on Sales: Online Book Reviews," Journal of Marketing Research, 43 (3), 345-54.
Chitturi, Ravindra, Rajagopal Raghunathan, and Vijay Mahajan (2007), "Form Versus Function: How the Intensities of Specific Emotions Evoked in Functional Versus Hedonic Trade-Offs Mediate Product Preferences," Journal of Marketing Research, 44 (4), 702-14.
CLIA (2016), "'2016 Clia State of the Industry'," http://www.cruising.org/about-the-industry/research/2016-state-of-the-industry.
Crompton, John L. (2003), "Adapting Herzberg: A Conceptualization of the Effects of Hygiene and Motivator Attributes on Perceptions of Event Quality," Journal of Travel Research, 41 (3), 305-10.
Dodds, William B., Kent B. Monroe, and Dhruv Grewal (1991), "Effects of Price, Brand, and Store Information on Buyers' Product Evaluations," Journal of Marketing Research, 307-19.
Füller, Johann and Kurt Matzler (2008), "Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups," Tourism Management, 29 (1), 116-26.
Green, Paul E. and Venkat Srinivasan (1990), "Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice," The journal of marketing, 3-19.
Hardie, Bruce G.S., Eric J. Johnson, and Peter S. Fader (1993), "Modeling Loss Aversion and Reference Dependence Effects on Brand Choice," Marketing Science, 12 (4), 378-94.
Hauser, John R. and Don Clausing (1988), "The House of Quality," Harvard Business Review, 66 (3).
Herrmann, Andreas, Frank Huber, and Christine Braunstein (2000), "Market-Driven Product and Service Design: Bridging the Gap between Customer Needs, Quality Management, and Customer Satisfaction," International Journal of Production Economics, 66 (1), 77-96.
Herzberg, Frederick, Bernard Mausner, and Barbara Bloch Snyderman (2011), The Motivation to Work, Vol. 1: Transaction publishers.
Higie, Robin A., Lawrence F. Feick, and Linda L. Price (1987), "Types and Amount of Word-of-Mouth Communications About Retailers," Journal of Retailing.
Jones, Rory Victor (2011), "Motivations to Cruise: An Itinerary and Cruise Experience Study," Journal of Hospitality and Tourism Management, 18 (01), 30-40.
Kano, Noriaki, Nobuhiku Seraku, Fumio Takahashi, and Shinichi Tsuji (1984), "Attractive Quality and Must-Be Quality. Hinshitsu," The Journal of the Japanese Society for Quality Control, 14 (2 (April)), 39–48.
Khan, Uzma, Meng Zhu, and Ajay Kalra (2011), "When Trade-Offs Matter: The Effect of Choice Construal on Context Effects," Journal of Marketing Research, 48 (1), 62-71.
Kuo, Ying-Feng (2004), "Integrating Kano’s Model into Web-Community Service Quality," Total Quality Management & Business
Excellence, 15 (7), 925-39.
Kuo, Ying-Feng, Jing-Yu Chen, and Wei-Jaw Deng (2012), "Ipa–Kano Model: A New Tool for Categorising and Diagnosing Service Quality Attributes," Total Quality Management & Business Excellence, 23 (7-8), 731-48.
Kwortnik, Robert J. (2006), "Carnival Cruise Lines Burnishing the Brand," Cornell Hotel and Restaurant Administration Quarterly, 47 (3), 286-300.
--- (2008), "Shipscape Influence on the Leisure Cruise Experience," International Journal of Culture, Tourism and Hospitality Research, 2 (4), 289-311.
Lee, Jung and Jae-Nam Lee (2009), "Understanding the Product Information Inference Process in Electronic Word-of-Mouth: An Objectivity–Subjectivity Dichotomy Perspective," Information & Management, 46 (5), 302-11.
Li, Xiang and James F. Petrick (2006), "A Review of Festival and Event Motivation Studies," Event Management, 9 (4), 239-45.
Lin, Shu-Ping, Chen-Lung Yang, Ya-hui Chan, and Chwen Sheu (2010), "Refining Kano's ‘Quality Attributes–Satisfaction’model: A Moderated Regression Approach," International Journal of Production Economics, 126 (2), 255-63.
Liu, Yong (2006), "Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue," Journal of Marketing, 70 (3), 74-89.
Martilla, John A. and John C. James (1977), "Importance-Performance Analysis," The journal of marketing, 77-79.
Matzler, Kurt, Franz Bailom, Hans H. Hinterhuber, Birgit Renzl, and Johann Pichler (2004), "The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance–Performance Analysis," Industrial Marketing Management, 33 (4), 271-77.
Matzler, Kurt and Hans H. Hinterhuber (1998), "How to Make Product Development Projects More Successful by Integrating Kano's Model of Customer Satisfaction into Quality Function Deployment," Technovation, 18 (1), 25-38.
Matzler, Kurt and Elmar Sauerwein (2002), "The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis," International Journal of Service Industry Management, 13 (4), 314-32.
Meyer, Christopher and Andre Schwager (2007), "Customer Experience," Harvard Business Review, 1-11.
Mikuli?, Josip and Darko Prebežak (2008), "Prioritizing Improvement of Service Attributes Using Impact Range-Performance Analysis and Impact-Asymmetry Analysis," Managing Service Quality: An International Journal, 18 (6), 559-76.
Mileski, Joan P., Grace Wang, and L Lamar Beacham (2014), "Understanding the Causes of Recent Cruise Ship Mishaps and Disasters," Research in Transportation Business & Management, 13, 65-70.
Milgrom, Paul and John Roberts (1986), "Price and Advertising Signals of Product Quality," The Journal of Political Economy, 796-821.
Mittal, Vikas, William T. Ross, and Patrick M. Baldasare (1998), "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions," Journal of Marketing, 62, 33-47.
Mukherjee, Ashesh and Wayne D. Hoyer (2001), "The Effect of Novel Attributes on Product Evaluation," Journal of Consumer Research, 28 (3), 462-72.
Nelson, Phillip (1974), "Advertising as Information," Journal of Political Economy, 82 (4), 729-54.
Netzer, Oded and Visvanathan Srinivasan (2011), "Adaptive Self-Explication of Multiattribute Preferences," Journal of Marketing Research, 48 (1), 140-56.
Oliver, Richard L. (1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response," Journal of Consumer Research, 20 (3), 418-30.
Oliver, Richard L., Roland T. Rust, and Sajeev Varki (1997), "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3), 311-36.
Ostrom, Amy and Dawn Iacobucci (1995), "Consumer Trade-Offs and the Evaluation of Services," The journal of marketing, 17-28.
Petrick, James F. (2003), "Measuring Cruise Passengers' Perceived Value," Tourism Analysis, 7 (3-4), 251-58.
--- (2004a), "First Timers’ and Repeaters’ Perceived Value," Journal of Travel Research, 43 (1), 29-38.
--- (2004b), "The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions," Journal of Travel Research, 42 (4), 397-407.
--- (2005), "Segmenting Cruise Passengers with Price Sensitivity," Tourism Management, 26 (5), 753-62.
Petrick, James F., Catherine Tonner, and Christina Quinn (2006), "The Utilization of Critical Incident Technique to Examine Cruise Passengers’ Repurchase Intentions," Journal of Travel Research, 44 (3), 273-80.
Price, Linda L., Lawrence F. Feick, and Robin A. Higie (1987), "Information Sensitive Consumers and Market Information," Journal of Consumer Affairs, 21 (2), 328-41.
Rao, Akshay R. and Kent B. Monroe (1989), "The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review," Journal of Marketing Research, 351-57.
Romaniuk, Jenni and John Dawes (2005), "Loyalty to Price Tiers in Purchases of Bottled Wine," Journal of Product & Brand Management, 14 (1), 57-64.
Schneider, Benjamin and David E. Bowen (1999), "Understanding Customer Delight and Outrage," MIT Sloan Management Review, 41 (1), 35.
Sivakumar, K. (2003), "Price-Tier Competition: Distinguishing between Intertier Competition and Intratier Competition," Journal of Business Research, 56 (12), 947-59.
Sivakumar, K. and S.P. Raj (1997), "Quality Tier Competition: How Price Change Influences Brand Choice and Category Choice," The journal of marketing, 71-84.
Sujan, Mita (1985), "Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer Judgments," Journal of Consumer Research, 31-46.
Tan, Kay C. and Theresia A. Pawitra (2001), "Integrating Servqual and Kano's Model into Qfd for Service Excellence Development," Managing Service Quality: An International Journal, 11 (6), 418-30.
Teye, Victor and Denis Leclerc (2003), "The White Caucasian and Ethnic Minority Cruise Markets: Some Motivational Perspectives," Journal of Vacation Marketing, 9 (3), 227-42.
Trusov, Michael, Randolph E. Bucklin, and Koen Pauwels (2009), "Effects of Word-of-Mouth Versus Traditional Marketing: Findings from an Internet Social Networking Site," Journal of Marketing, 73 (5), 90-102.
Verma, Harsh V. (2003), "Customer Outrage and Delight," Journal of Services Research, 3 (1), 119.
Walsh, Gianfranco, Kevin P. Gwinner, and Scott R. Swanson (2004), "What Makes Mavens Tick? Exploring the Motives of Market Mavens' Initiation of Information Diffusion," Journal of Consumer Marketing, 21 (2), 109-22.
Wetzer, Inge M., Marcel Zeelenberg, and Rik Pieters (2007), "“Never Eat in That Restaurant, I Did!”: Exploring Why People Engage in Negative Word?of?Mouth Communication," Psychology & Marketing, 24 (8), 661-80.
Wolinsky, Asher (1983), "Prices as Signals of Product Quality," The Review of Economic Studies, 50 (4), 647-58.
Yarnal, Careen Mackay and Deborah Kerstetter (2005), "Casting Off an Exploration of Cruise Ship Space, Group Tour Behavior, and Social Interaction," Journal of Travel Research, 43 (4), 368-79.
Yi, Sangchoul, Jonathon Day, and Liping A. Cai (2014), "Exploring Tourist Perceived Value: An Investigation of Asian Cruise Tourists' Travel Experience," Journal of Quality Assurance in Hospitality & Tourism, 15 (1), 63-77.
Yoo, Kyung Hyan and Ulrike Gretzel (2008), "What Motivates Consumers to Write Online Travel Reviews?," Information Technology & Tourism, 10 (4), 283-95.
Zbuchea, Alexandra (2015), "Framing Cruise Tourism," Journal of Tourism Challenges and Trends, 8 (1), 9-25.
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