The impact of cruise ship dinescape on travellers’ behaviour

Peter Björk, Hannele Kauppinen-Räisänen, Erose Sthapit*

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

1 Citation (Scopus)

Abstract

Purpose: This study aims to examine how cruise ship dinescapes, as a specific type of organized and staged service environment, influence customers’ attitudes, on-board behaviour, satisfaction and behavioural intentions. Design/methodology/approach: Data was collected using a cross-sectional survey from 552 passengers on-board one of the big cruise ships with a Caribbean itinerary.
Findings: Cruise ship dinescape, as an on-board food experience platform, is built on three dimensions: restaurant atmospherics, interactions with other guests and restaurant staff. The findings show how these dimensions influence passengers’ emotional experiences and quality perceptions. The results also show how travellers’ cruise ship dinescape satisfaction affect their overall vacation satisfaction and future travel behaviour.
Practical implications: The findings imply that cruise companies should pay extra attention to organised food service environments like dinescapes staged for passengers. Through these scapes cruise companies may provide favourable platforms enabling dining satisfaction, but also social interaction and co-creation of memorable experiences.
Originality/value: This study builds a comprehensive model in cruise ship context, which links dinescape experiences to overall cruise ship dining experiences and dining behaviour mediated by emotional and perceived quality outcomes with further consequences.

Original languageEnglish
Peer-reviewed scientific journalConsumer Behavior in Tourism and Hospitality
Volume18
Issue number2
Pages (from-to)174-190
Number of pages17
ISSN2752-6666
DOIs
Publication statusPublished - 24.05.2023
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • Atmospherics
  • Cruise ship
  • Customer satisfaction
  • Dinescape
  • Foodscape

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