A Comprehensive Evaluation of Yacht Charter Service Concept: Influence of Voyager-to-Voyager Interaction on Service Satisfaction
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Date
2021
Authors
Neslihan Paker
Osman Gök
Journal Title
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Volume Title
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Open Access Color
GOLD
Green Open Access
Yes
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Publicly Funded
No
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Average
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Average
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Top 10%
Abstract
The study attempts to evaluate yacht charter service attributes considering the service quality customer satisfaction and loyalty three-leg framework. Besides visited destinations the service concept is enlarged with social servicescape dimensions of interaction quality and customer similarity for a holistic approach. A self-administered questionnaire was provided to 359 customers and the relationships in the research model were tested via structural equation modeling. The results showed that satisfaction depends on the interaction quality which is strongly related to the similarity between other customers as well as the quality of the service elements and the attractiveness of the visited destination. This study presents a pioneering research attempt focusing on the influence of customer-to-customer interaction and customer similarity on yacht charter services. Findings of the study provide a theoretical contribution highlighting the importance of customer-to-customer interaction for service appraisals of customers. Theoretical and practical implications for interaction-dominant services are discussed.
Description
Keywords
Otelcilik- Konaklama- Spor ve Turizm-Denizcilik, Motivation, customer satisfaction, Naval architecture. Shipbuilding. Marine engineering, Customer Satisfaction, VM1-989, Travelers, Quality, service quality, Moderating Role, Tourism, Customer-to-customer Interaction, marine tourism, Loyalty, Impact, Marine Tourism, Scale Development, Cruise Experience, services marketing, customer-to-customer interaction, Service Quality, Services Marketing
Fields of Science
05 social sciences, 0502 economics and business
Citation
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Journal of ETA Maritime Science
Volume
9
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157
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167
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