Week 6-7

Question 1

can correlate to prestige, which in turn can relate to reputation, admiration, luxury and, as a result, the price

Answer 1

quality

Question 2

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

Answer 2

quality by Deming (2000)

Question 3

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 ().

Answer 3

Quality by Juran (1980)
and by Crosby (1996)

Question 4

The success of a cruise business, in terms of securing repeat custom and capturing new business, is directly related to _____

Answer 4

reputation

Question 5

threats to maintaining service quality.

Answer 5

1. Disgruntled employees,
2. unexpected events such as itinerary changes and 3. production problems resulting in interruptions to service delivery

Question 6

_______ are important in setting a template for service perceptions and sealing that
set of perceptions about service experiences (Office of Quality Management, 2005).

Answer 6

first and last impressions

Question 7

HUMAN SIDE OF SERVICE QUALITY

employment contract can last up_____months duration

Answer 7

6, 8, or 10

Question 8

care recognizes the need to provide practical assistance and emotional support during times of significant stress or crisis.

Answer 8

guess care

Question 9

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.

Answer 9

offering additional assistance or accommodation

Question 10

CLIA does not advocate a ________approach as varying levels of guest care support will be needed depending upon each situation.

Answer 10

one-size-fits-all

Question 11

Ship’s officers and crew offer immediate assistance to guest and family/traveling companions and determine the level of assistance that may be needed

Answer 11

Initial responders

Question 12

Guest assistance considerations

Answer 12

READ BCHHH

Question 13

Post incident considerations

Answer 13

READ BCHHH

Question 14

INTERNATIONAL CRUISE LINE PASSENGER BILL OF RIGHTS

Answer 14

READ BCHHH

Question 15

Cruise passengers are attracted by _________

Answer 15

by direct and targeted marketing

Question 16

_____ set to surpass ________as the largest demographic group in 2020

Answer 16

1. Generation Z
2. millennials

Question 17

Generation Z and Millennials will comprise ___________respectively, of the U.S. population in 2020.

Answer 17

32% and 31.5%

Question 18

That means _____out of three Americans is either a millennial or a generation Z.

Answer 18

two

Question 19

short and close-to-home cruises are more likely to attract _________

Answer 19

younger passengers

Question 20

cruises with longer itineraries and exotic destinations tend to attract _____

Answer 20

older cruisers

Question 21

_____ cruises are particularly popular among an older crowd

Answer 21

Transatlantic and world

Question 22

: 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.

Answer 22

budget segment

Question 23

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.

Answer 23

contemporary segment

Question 24

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.

Answer 24

premium segment

Question 25

offers a classification system that is recognized as an industry standard

Answer 25

The Berlitz Guide

Question 26

Berlitz’s lifestyle classification

Answer 26

*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.

Question 27

Cruise Passenger Attitudes and Behaviour

There are several sources with a variable influence on vacationers when considering the idea of taking a cruise:

Answer 27

• Word of mouth
• Spouse’s desire
• Destination websites
• Long-considered idea of cruising

Question 28

Once taken the decision, there are distinct information sources to be considered when planning the vacation:

Answer 28

• Cruise websites
• Internet advertisement
• Travel agents
• Travel magazines
• Magazine advertisements
• Direct mail

Question 29

Reasons why people cruise:

Answer 29

1. Cruise vacation offers great value
2. See Multiple Destinations, Unpack Only Once
3. Cruise Ships are Family Friendly
4. Cruise Ships Comes in All Shapes and Sizes
5. Ships offers a Variety of Onboard Activities
6. Cruise Vacation are Easy to Plan
7. Ships are Floating Cities
8. Cruise Vacation Can Be Exotic
9. Cruising is Romantic
10. Cruising is Social

Question 30

Most common objections to cruising:

Answer 30

• 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

Question 31

When compared to a land vacation, cruising offers a number of benefits:

Answer 31

READ BCHHH

Question 32

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.

Answer 32

INTERNATIONAL MARITIME ORGANIZATION

Question 33

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.

Answer 33

Torrey Canyon disaster of 1967