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A Qualitative Review of Cruise Service Quality: Case Studies from Asia
sustainability Article A Qualitative Review of Cruise Service Quality: Case Studies from Asia Yeohyun Yoon 1 and Kyoung Cheon Cha 2,* 1 School of Hotel and Tourism Management, Youngsan University, Busan 48015, Korea; [email protected] 2 Department of Business Administration, Dong-A University, Busan 49236, Korea * Correspondence: [email protected] Received: 2 September 2020; Accepted: 29 September 2020; Published: 30 September 2020 Abstract: Although the cruise sector is considered an ‘unreplaceable’ form of tourism, with the cruise industry recording steady growth over the years, there is a lack of research and analysis on cruise ships themselves. Accordingly, this study sought to determine whether service quality differences among ships operating in the Asian market could suggest broader implications for the sustainability of the cruise industry. We chose the SERVQUAL framework for the analysis; we also employed the multiple case study method and topic synthesis to compare the service quality of three ships. Of the ships investigated—the Costa Victoria, Diamond Princess, and Superstar Virgo—the Diamond Princess had the highest service quality. Based on the results, we outlined suggestions for improving the quality of cruise services, including introducing the latest large ships and high-tech facilities, complying with the departure and arrival times of sailing schedules, improving the ratio of crew members per passenger, establishing a cruise personnel training system, and expanding membership program operations. Keywords: cruise; service quality; SERVQUAL; onboard attributes 1. Introduction Cruise tourism is one of the fastest growing tourism segments, and it has undergone significant transformation, especially in the last few decades [1,2]. -
Case 8:21-Cv-00839-SDM-AAS Document 96-1 Filed 07/06/21 Page 1 of 25 Pageid 3553
Case 8:21-cv-00839-SDM-AAS Document 96-1 Filed 07/06/21 Page 1 of 25 PageID 3553 UNITED STATES DISTRICT COURT MIDDLE DISTRICT OF FLORIDA TAMPA DIVISION STATE OF FLORIDA, Plaintiff v. Case No. 8:21-cv-839-SDM-AAS XAVIER BECERRA, Secretary of the Dep’t of Health and Human Services, et al., Defendant. THIRD DECLARATION OF CAPTAIN AIMEE TREFILETTI DEPARTMENT OF HEALTH AND HUMAN SERVICES CENTERS FOR DISEASE CONTROL AND PREVENTION I, Aimee Treffiletti, declare as follows: 1) I currently hold the position of Program Chief of the Centers for Disease Control and Prevention’s (CDC) Vessel Sanitation Program (VSP) and have served in this position since 2016. VSP is an applied environmental health program with a mission to help the cruise ship industry prevent and control the introduction, transmission, and spread of gastrointestinal illness on board cruise ships in U.S. waters. CDC is an agency within the U.S. Department of Health and Human Services (HHS). - 1 - Case 8:21-cv-00839-SDM-AAS Document 96-1 Filed 07/06/21 Page 2 of 25 PageID 3554 2) Prior to assuming my current position, I served as an Environmental Health Officer and as Assistant Deputy Program Chief in the VSP. Between 2008 and early 2020, I conducted almost 700 cruise ship public health inspections and trained over 4,000 cruise ship managers and supervisors on maritime public health principles. Based this experience, I am familiar with the cruise ship industry’s policies and practices to mitigate onboard illnesses and their response when outbreaks of illness occur on board cruise ships. -
QUANTUM of the SEAS 2020 CHINA ADVENTURES Get Ready for an Immersive Adventure in Asia with China 2020 Sailings Now Ready to Book
QUANTUM OF THE SEAS 2020 CHINA ADVENTURES Get ready for an immersive adventure in Asia with China 2020 sailings now ready to book. Choose from two of our most revolutionary ships — sail from sky scraping Shanghai on Spectrum of the Seas®, the first Quantum Ultra Class ship, and specially tailored for our Chinese guests. Or go bold from Beijing onboard Quantum of the Seas®. And discover Okinawa, Nagasaki, Tokyo and beyond — plus late-night stays in Kobe and Osaka, Japan on select sailings. ITINERARY SAIL DATE PORT OF CALL 5-Night Nagasaki & May 12, 17, 26, 2020 Beijing (Tianjin), China • Cruising • Nagasaki, Fukuoka June 7, 2020 Japan • Fukuoka, Japan • Cruising • Beijing July 19, 2020 (Tianjin), China August 14, 2020 4-Night Best of Fukuoka May 22, 2020 Beijing (Tianjin), China • Cruising • Fukuoka, July 29, 2020 Japan • Cruising • Beijing (Tianjin), China August 19, 2020 September 22, 2020 7-Night Best of Japan May 31, 2020 Beijing (Tianjin), China • Cruising (2 nights) • July 12, 2020 Kyoto (Maizuru), Japan • Sakaiminato, Japan • August 2, 2020 Fukuoka, Japan • Cruising • Beijing (Tianjin), China 5-Night Fukuoka & June 12, 28, 2020 Beijing (Tianjin), China • Cruising • Fukuoka, Nagasaki August 9, 2020 Japan • Nagasaki, Japan • Cruising • Beijing (Tianjin), China For deployment information and marketing resources, visit LoyalToYouAlways.com/Deployment Features vary by ship. All itineraries are subject to change without notice. ©2019 Royal Caribbean Cruises Ltd. Ships’ registry: The Bahamas. ITINERARY SAIL DATE PORT OF CALL 4-Night Best -
Allure of the Seas Is a Sailing City with UPS Protection
Markets Served Success Story: Royal Caribbean Vehicle / Transportation © Royal Caribbean International, STX Europe, Jouni Saaristo Allure of the Seas is a sailing city with UPS protection Location: Background science lab for children. USA "We are extremely Allure of the Seas is the Along with a variety of Segment: satisfied with both ultimate achievement in entertainment options, Allure Marine & Offshore the delivered product ship building – it is the most of the Seas is also impressive advanced cruise ship ever in terms of motor power Challenge: quality and the service built. Its sister ship Oasis of – its 100-megawatt output The ship´s operations - such as navi- the Seas, completed in 2009, corresponds to the electricity gation equipment, ship automation, provided." set the bar for the concept needs of the city of Turku, emergency power, lighting, as well - Juha Rokka, Senior and vision of a modern cruise Finland, where the ship was as commercial applications - need ship, and Allure of the Seas built. In order to maintain reliable, clean and safe power. Superintendent at Royal took energy efficiency to new operations, the ship needed Caribbean International heights. Both ships rely on reliable, clean and safe power. Solution: Eaton’s UPS protection for Eaton delivered over 20 double- passenger safety and comfort. Solution conversion, online marine UPSs to the ship. On board the ship is Challenge Eaton helped this massive the first ever marine application of Advanced technology is vessel meet its power supply Eaton’s Energy Saver System (ESS) everywhere on board the challenges with a delivery of technology, which enables the UPS world’s largest cruise ship. -
Free Free Free
CWHEREruise WILL YOU ESCAPE TO? FREE FREE FREE DRINKS GRATUITIES STATEROOM £0 PACKAGES & ON BOARD CREDIT UPGRADES DEPOSITS Cruise1st Store, Lowry Outlet, MediaCityUKON SELECTED SKY SAILINGS CHANNEL 688 TV CRUISE CHANNEL 199 REVOLUTIONISED CELEBRITY SILHOUETTE FREE FREE FREE FREE OCEANVIEW GRATUITIES $300 DRINKS ON BOARD TO VERANDA CREDIT UPGRADES ON OCEANVIEW AND ABOVE IRELAND AND ICELAND CELEBRITY SILHOUETTE • 14 NTS • 30 MAY & 05 SEPT 2020 NOW FROM ▶ Southampton ▶ St.Peter Port, Channel Islands ▶ Cork (Cobh), Ireland £1309PP ▶ Dublin, Ireland (Overnight On Board) ▶ Reykjavik, Iceland (Overnight On VERANDA FR.£1799PP Board) ▶ Akureyri, Iceland ▶ Belfast, Northern Ireland ▶ Southampton CONCIERGE FR.£1989PP NORTHERN EUROPE CAPITALS ® The Celebrity Silhouette is impressive, with chic CELEBRITY SILHOUETTE • 14 NTS • 13 JUNE & 18 JULY 2020 NOW FROM upgrades to the iconic Lawn Club, Celebrity have ▶ Southampton ▶ Copenhagen, Denmark (Overnight On Board) ▶ Stockholm, £1719PP provided more space to relax, and socialize in the Sweden ▶ Helsinki, Finland ▶ St. Petersburg, Russia (Overnight On Board) VERANDA FR.£2259PP fresh sea air, plus the Lawn Club Grill offers an ▶ Berlin (Warnemunde), Germany ▶ Arhus, Denmark ▶ Southampton CONCIERGE FR.£2449PP interactive outdoor grilling experience. After a day of adventure unwind in your own cabana-styled haven MEDITERRANEAN DELIGHTS at The Alcoves. 85% of the ship's luxurious staterooms CELEBRITY SILHOUETTE • 14 NTS • 01 AUG 2020 NOW FROM are enhanced by sweeping veranda views. £1699PP Celebrity Cruises -
Oasis Inaugural Year Itineraries
OASIS OF THE SEAS VISITS NEW AND REVITALIZED CARIBBEAN PORTS DURING INAUGURAL YEAR Sailings Include the New Port of Falmouth, Jamaica, and Royal Caribbean's Expanded Private Beach Destination at Labadee, Haiti MIAMI – For more than three years, the buzz had been building about Royal Caribbean International’s new Oasis of the Seas, the 5,400-guest cruise ship that’s redefining the cruise experience. Had you heard? She has an open-air park running down her center, and an old- fashioned boardwalk-style entertainment neighborhood with a real carousel. Had you heard? She has a three-acre Pool and Sports Zone, and an AquaTheater whose pool hosts high-dive shows, water ballet, and even SCUBA diving. But beyond all that, there’s a fact that sometimes gets overlooked: Oasis of the Seas goes places too. During her inaugural year, Oasis of the Seas offers three seven-night Caribbean itineraries and several special cruises, all from her home port of Port Everglades in Fort Lauderdale, Florida, and visiting two ports that have been created (and in one case recreated) specifically with the ship's guests in mind. Oasis of the Seas begins her inaugural year on December 1, 2009, with a special four- night Labadee Extravaganza cruise, designed to highlight the amazing new features at Royal Caribbean’s private Haitian beach paradise. Earlier this year, Labadee completed a $55 million expansion that added a new 800-foot pier, a Barefoot Beach Club with private cabanas, an alpine roller coaster with an individual controls for each car, new dining facilities, and a new, larger Artisan’s Market. -
7-Night Alaska Cruise Aboard the Quantum of the Seas Round Trip: Seattle, Washington | Mon, Aug 29 2022 - Mon, Sep 05 2022
CardPlayerCruises.com Tel: 888 999 4880 7-Night Alaska Cruise Aboard the Quantum of the Seas Round trip: Seattle, Washington | Mon, Aug 29 2022 - Mon, Sep 05 2022 Call for pricing! As Low as $802** per person Join us on one of our most popular cruises! Day Port/City Arrival Departure Quantum of the Seas Operated by Royal Caribbean International Quantum of the Day 1 | Mon, Aug 29 2022 Seattle, Washington 4:00 p.m. Seas, is a Quantum-class cruise ship. Amenities include: skydiving simulator, Laser Tag, escape room, live entertain- Day 2 | Tue, Aug 30 2022 At Sea ment, 360-view observation ride, rock wall, multiple dining options, clubs, spa and more. Day 3 | Wed, Aug 31 2022 Ketchikan, Alaska 8:00 a.m. 5:00 p.m. Day 4 | Thu, Sep 01 2022 Sitka, Alaska 8:00 a.m. 5:00 p.m. Day 5 | Fri, Sep 02 2022 Endicott Arm & Dawes Glacier 5:00 a.m. 10:00 a.m. Day 5 | Fri, Sep 02 2022 Juneau, Alaska 1:00 p.m. 8:00 p.m. Day 6 | Sat, Sep 03 2022 At Sea Day 7 | Sun, Sep 04 2022 Victoria, British Columbia 4:00 p.m. 10:00 p.m. Day 8 | Mon, Sep 05 2022 Seattle, Washington 7:00 a.m. Dining Begins: To be announced. We request expedited service in the dining room so that everyone is out within 90 minutes. Reserved table tents for Card Player Cruises will be on our tables. Poker Room Card Player Cruises proudly features a professional, fully staed non-smoking poker room. -
Fleet Guide by Ship
SM SM ® SM ® SM SM ONBOARD SM ® SM ® SM ® ACTIVITIES ® Amplified Vitality at Sea Adventure OceanAdventure Beach Pool Deck AquaTheater Arcade AR Adventure Broadway ShowsBroadway-Style Bumper Cars Carousel Casino Royale Conference Center FlowRider H2O Zone Ice Skating Laser Tag Mini Golf North Star Outdoor Movie Rip-cord by iFLY Rock Climbing WallRoyal Esplanade Royal Promenade Running Track SeaPlex Sky Pad Solarium Splashaway Bay Sports Court Studio B The Perfect StormTidal Wave To Dry For Zip Line (Royal App) Entertainment Royal Escape Room Screen Trapeze School Ultimate Abyss Fitness & Spa / Spa Oasis Class Allure of the Seas® • • • ••••• • ••••• • ••• •• Harmony of the Seas® • • • •••••••••••• • ••••• ••• Oasis of the Seas® ••• • ••••••••••••• • •••• • ••• Symphony of the Seas® • • • ••••••••••••• • ••••• ••• Quantum Class Anthem of the Seas® • •••••••••• ••••••••• •• Ovation of the Seas® • •••••••• •••••••••• •• Quantum of the Seas® • •••••••• ••••••••• •• Quantum Ultra Class Odyssey of the Seas® ••• • • • • • ••••••••• • • Spectrum of the Seas® • ••••••• •••••••••••• •• Freedom Class Freedom of the Seas® •• • • •••••••••••• ••••• • Independence of the Seas® • ••• ••••••••••••••••• • Liberty of the Seas® • ••• ••••••••• •••••• • Voyager Class Adventure of the Seas® • • • ••••••••• ••••• • Explorer of the Seas® • • • ••••••••• ••• • Mariner of the Seas® • • • •••••••••••••••• • Navigator of the Seas® ••• • ••••••••••• ••••• • Voyager of the Seas® • • • •••••••••• •••• • Radiance Class Brilliance of the Seas® •• • • •• ••• • •• • Jewel -
Luxury Cruise Ships from Finland
The members of Finnish Marine Industries include lead- ing marine equipment manufacturers, turn-key suppliers, engineering firms, software and system providers as well as shipbuilding, ship repair and offshore yards. The association coordinates cooperation in industrial and economic policy among the companies in the sector and has over 80 members. In addition, the association promotes sector networking in Finland, coordinates national research and product develop- ment and helps support the implementation of EU ship- building policies in Finland. The Finnish Marine Industries represents its members in the European Ships and Maritime Equipment Association (SEA Europe). marineindustries.fi Luxury Cruise ships from Finland ALUMINIUM AND STAIN- Promeco Group SHIPYARDS CRUISE SHIPS – FINNISH MASTERPIECES LESS MOBILE MODULES Protacon Arctech Helsinki Shipyard Mobimar Takoma Meyer Turku In 2017, TUI Cruises will take delivery of Mein Schiff 6, a fourth ship in Trafotek Rauma Marine Construc- a series of Finnish masterpieces designed and constructed by Meyer CABINS, BATHROOMS tions AND RELATED ELEVATORS Turku for the German premium class cruise market. Meyer Turku has EQUIPMENT Kone SURFACE TREATMENT also already started the construction of New Mein Schiff 1 and 2, bring- Antti-Teollisuus FSP Finnish Steel Painting FACTS & FIGURES ing an evolution to the very successful series with added length to 315 Parmarine ENERGY AND meters compared to the 295 meters of the previous ships. Piikkio Works ENVIRONMENT TURNKEY PROJECTS Alfa Laval Aalborg ALMACO Group CATERING EQUIPMENT Blu Ocean Solutions APX-Metalli Mein Schiff 6 offers passengers a choice of over 1267 passenger cab- Kavika Evac E.U. -Adhoc Project MARINE INDUSTRIES: marine SHIPPING ins, of which more than 80 per cent are balcony cabins. -
Peer Review of the Finnish Shipbuilding Industry Peer Review of the Finnish Shipbuilding Industry
PEER REVIEW OF THE FINNISH SHIPBUILDING INDUSTRY PEER REVIEW OF THE FINNISH SHIPBUILDING INDUSTRY FOREWORD This report was prepared under the Council Working Party on Shipbuilding (WP6) peer review process. The opinions expressed and the arguments employed herein do not necessarily reflect the official views of OECD member countries. The report will be made available on the WP6 website: http://www.oecd.org/sti/shipbuilding. This document and any map included herein are without prejudice to the status of or sovereignty over any territory, to the delimitation of international frontiers and boundaries and to the name of any territory, city or area. © OECD 2018; Cover photo: © Meyer Turku. You can copy, download or print OECD content for your own use, and you can include excerpts from OECD publications, databases and multimedia products in your own documents, presentations, blogs, websites and teaching materials, provided that suitable acknowledgment of OECD as source and copyright owner is given. All requests for commercial use and translation rights should be submitted to [email protected]. 2 PEER REVIEW OF THE FINNISH SHIPBUILDING INDUSTRY TABLE OF CONTENTS FOREWORD ................................................................................................................................................... 2 EXECUTIVE SUMMARY ............................................................................................................................. 4 PEER REVIEW OF THE FINNISH MARITIME INDUSTRY .................................................................... -
BEYOND a CRUISE. a GLOBAL ODYSSEY. Quantum of the Seas SM
R BEYOND A CRUISE. A GLOBAL ODYSSEY. SM Quantum of the Seas | Explore the best of the world on one extraordinary voyage. The new Quantum of the Seas SM is setting sail for a global journey from New York to Shanghai, bringing never- before-seen WOWs to four continents and incredible destinations—Barcelona, Dubai, Singapore and many more. Announcing the Quantum Global Odyssey. A one-time-only voyage. A once-in-a-lifetime WOW. Beginning May 20, 2014, Crown & Anchor® Society members enjoy early booking for the Quantum Global Odyssey, setting sail May 2015. General booking begins May 22, 2014. Barcelona, Spain Dubai, United Arab Emirates Singapore Revel in the passionate streets of Barcelona. Marvel at the stunning beauty, rich history Beneath the glittering modern surface of this Explore this historically intriguing destination and brilliant promise of one of the world’s magical city, you’ll uncover an eclectic mix of fi lled with unique sights, sounds and fl avors. fastest-growing luxury travel destinations. cultures, religions and other infl uences. ITINERARY SAIL DATES PORTS OF CALL 11-NIGHT OCEAN VOYAGE May 2, 2015 Cape Liberty, New Jersey • Cruising (5 nights) • Ponta Delgada, Azores • Cruising (2 nights) • Cartagena, Spain • Palma De Mallorca, Spain • Barcelona, Spain 16-NIGHT SUEZ CANAL May 13, 2015 Barcelona, Spain • Cruising • Rome (Civitavecchia), Italy • Naples/Capri, Italy • Cruising • Athens (Piraeus), Greece • Cruising (2 nights) • Suez Canal (Passage) • Aqaba, Jordan • Cruising (6 nights) • Dubai, United Arab Emirates 14-NIGHT -
Statewide Cruise Perspective
Florida’s Cruise Industry Statewide Perspective Executive Summary Florida has long held the distinction of being the number one U.S. cruise state, home to the top three cruise ports in the world — PortMiami, Port Everglades and Port Canaveral. However, Florida is in danger of losing this economically favorable status, with potential redeployment of the increasingly large floating assets of the cruise industry to other markets. Great future opportunity clearly exists, as the Cruise Lines International Association (CLIA) continues to cite the cruise industry as the fastest-growing segment of the travel industry and notes that because only approximately 24 percent of U.S. adults have ever Cruise ships at PortMiami taken a cruise vacation, there remains an enormous untapped market. Introduction As detailed in this report, the cruise industry is Recognizing the importance of the cruise industry continuing to bring new ships into service on a global to the present and future economic prosperity basis, with a focus upon larger vessels, those capable of the state of Florida, the Florida Department of of carrying as many as 4,000 or more passengers Transportation commissioned this report to furnish a per sailing – twice the capacities of the vessels statewide perspective. introduced as the first “megaships” two decades ago. The report is designed to help provide a framework While the larger vessels provide opportunities for for actions—including engagement with cruise lines greater economic impacts, they may not consistently and cruise ports and appropriate deployment of fiscal be deployed at Florida ports if the appropriate resources—to ensure that Florida retains and enhances infrastructure is not in place.