Improving customer experience in the cruise industry in the post pandemic era

• Published in: Cogent business & management Vol. 9; no. 1; pp. 1 - 6
• Main Authors: Manolitzas, Panagiotis, Glaveli, Niki, Palamas, Stergios, Grigoroudis, Evangelos, Zopounidis, Constantin
• Format: Journal Article
• Language: English
• Published: Abingdon Taylor & Francis 31.12.2022; Cogent; Taylor & Francis Ltd; Taylor & Francis Group
• Subjects: cruise critics; cruise industry; cruiser satisfaction; Cruises; Customer satisfaction; Decision analysis; decision making; MCDA/ MUSA; Quality of service; Travel industry; User generated content

The current research re-examines cruisers' satisfaction in the context of online user generated content extracted from CruiseCritics through the application of Multicriteria Satisfaction Analysis Method (MUSA). MCDA methods evaluate alternative courses of action with respect to criteria that re...