Week 6-7 Flashcards
can correlate to prestige, which in turn can relate to reputation, admiration, luxury and, as a result, the price
quality
refers to a product or a service (or a combination of both) that is predictably uniform and reliable, suitable for the market and made available at the lowest cost
quality by Deming (2000)
is more to do with the guest’s perception of what is fit for purpose () or that quality can be to do with creating ‘zero defects’ and getting it right first time ().
Quality by Juran (1980)
and by Crosby (1996)
The success of a cruise business, in terms of securing repeat custom and capturing new business, is directly related to _____
reputation
threats to maintaining service quality.
- Disgruntled employees,
- unexpected events such as itinerary changes and 3. production problems resulting in interruptions to service delivery
_______ are important in setting a template for service perceptions and sealing that
set of perceptions about service experiences (Office of Quality Management, 2005).
first and last impressions
HUMAN SIDE OF SERVICE QUALITY
employment contract can last up_____months duration
6, 8, or 10
care recognizes the need to provide practical assistance and emotional support during times of significant stress or crisis.
guess care
This policy is intended to identify actions to be considered by all of CLIA’s members when responding to a critical incident or implementing guest care response plans.
offering additional assistance or accommodation
CLIA does not advocate a ________approach as varying levels of guest care support will be needed depending upon each situation.
one-size-fits-all
Ship’s officers and crew offer immediate assistance to guest and family/traveling companions and determine the level of assistance that may be needed
Initial responders
Guest assistance considerations
READ BCHHH
Post incident considerations
READ BCHHH
INTERNATIONAL CRUISE LINE PASSENGER BILL OF RIGHTS
READ BCHHH
Cruise passengers are attracted by _________
by direct and targeted marketing
_____ set to surpass ________as the largest demographic group in 2020
- Generation Z
- millennials
Generation Z and Millennials will comprise ___________respectively, of the U.S. population in 2020.
32% and 31.5%
That means _____out of three Americans is either a millennial or a generation Z.
two
short and close-to-home cruises are more likely to attract _________
younger passengers
cruises with longer itineraries and exotic destinations tend to attract _____
older cruisers
_____ cruises are particularly popular among an older crowd
Transatlantic and world
: characterized by small companies (which may be operationally smaller but may also be tied to other distribution chains such as agencies or wholesalers) and the use of older ships.
budget segment
manifested in most major cruise lines (e.g. Carnival, Royal Caribbean, Disney, Star Cruises) and, as such, target ‘the hedonistic orientation of the aging baby boomers’. Ships in use are generally larger and allow for significant economies of scale, and are thus akin to being described as ‘floating destinations’ or ‘floating resorts’ (Teye & Leclerc, 1998: 155) because of the wide variety of amenities, attractions and services on board.
contemporary segment
not unlike the contemporary segment in terms of operations (e.g. ships and perhaps price), but more or less targeted toward upscale markets (and perhaps older demographics) and may feature specific destinations in line with the demands of these markets.
premium segment
offers a classification system that is recognized as an industry standard
The Berlitz Guide
Berlitz’s lifestyle classification
*Standard: generally, in the lower proportion of the price scale for cruises.
*Premium: the middle band of the price scale, featuring better amenities such as accommodation and restaurants.
*Luxury: the upper echelon of the price scale where amenities are considered to be excellent.
Cruise Passenger Attitudes and Behaviour
There are several sources with a variable influence on vacationers when considering the idea of taking a cruise:
- Word of mouth
- Spouse’s desire
- Destination websites
- Long-considered idea of cruising
Once taken the decision, there are distinct information sources to be considered when planning the vacation:
- Cruise websites
- Internet advertisement
- Travel agents
- Travel magazines
- Magazine advertisements
- Direct mail
Reasons why people cruise:
- Cruise vacation offers great value
- See Multiple Destinations, Unpack Only Once
- Cruise Ships are Family Friendly
- Cruise Ships Comes in All Shapes and Sizes
- Ships offers a Variety of Onboard Activities
- Cruise Vacation are Easy to Plan
- Ships are Floating Cities
- Cruise Vacation Can Be Exotic
- Cruising is Romantic
- Cruising is Social
Most common objections to cruising:
- Cruises are very expensive
- Cruises are only for senior citizens
- The shore excursions are too short
- The ship might not be safe
- You might gain so much weight
- The activities onboard are boring
- You can become seasick and/or experience claustrophobia
- You need to dress up for breakfast, lunch, and dinner
- The ship is too far from the airport
- You need to pay in advance
- Cruise activities are boring
- Susceptible to terrorism
- Regimentation
- Forced socializing
When compared to a land vacation, cruising offers a number of benefits:
READ BCHHH
primarily concerned with the safety of shipping and the prevention of marine pollution, but the Organization has also introduced regulations covering liability and compensation for damage, such as pollution, caused by ships.
INTERNATIONAL MARITIME ORGANIZATION
a disaster which led to an intensification of IMO’s technical work in preventing pollution, was also the catalyst for work on liability and compensation.
Torrey Canyon disaster of 1967
