International Centre for Cruise Research
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Teye, V. B. and Leclerc, D.  "Product and service delivery satisfaction among North American cruise passengers," Tourism Management, 1998, 19:2, 153-160

A cluster sample was used to obtain a representative sample of all passengers on board two different seven day itineraries in the Caribbean during the summers of 1993 and 1994. A response rate of 90% was obtained from the selected sample (n=491). The results are used to discuss the importance of the cruise product and service delivery within the context of some of the unique characteristics of the cruise line industry by examining passengers' satisfaction with a number of cruise product and service delivery components. The results of the study show that, overall, passengers' expectations were met or exceeded but there were key product and service delivery areas which provided cruise ship guests with the most satisfaction.