Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/15363
Title: The impact of customer-to-customer interaction on cruise experience and vacation satisfaction
Authors: Huang, J
Hsu, CHC 
Keywords: Cruise experience
Customer-to-customer interaction
Relationship marketing
Tourist-to-tourist interaction
Vacation satisfaction
Issue Date: 2010
Publisher: SAGE Publications
Source: Journal of travel research, 2010, v. 49, no. 1, p. 79-92 How to cite?
Journal: Journal of travel research 
Abstract: While the role of customer-to-customer (C2C) interaction in shaping service experience has been recognized in the services marketing literature, empirical examination of this issue is limited. Similarly, investigation of tourists'social contacts has mainly focused on the tourist-local community and tourist-service personnel dyads, while much less is known about tourist-to-tourist interactions. To fill this knowledge gap, this study has examined interaction between tourists on cruise vacations and its impact on the cruise experience and vacation satisfaction. An online survey is conducted with an American online panel (n = 613). The findings reveal that the quality of C2C interaction has positive direct impacts on the cruise experience as well as indirect effects on vacation satisfaction, mediated by cruise experience. Moreover, the quality of C2C interaction has suppressor effects on the quantity of C2C interaction. The results call for the incorporation of C2C interaction as one component of the relationship marketing theory.
URI: http://hdl.handle.net/10397/15363
ISSN: 0047-2875
EISSN: 1552-6763
DOI: 10.1177/0047287509336466
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