A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong

The purpose of this study is to identify the dimensions of experiential quality and investigate the relationships among experiential quality, experiential value (emotional value and functional value), trust, corporate reputation, experiential satisfaction and behavioral intentions perceived by cruise tourists. A multi-dimensional and hierarchical approach is used to examine the relationships between these higher order constructs. Analysis of data from 677 respondents experiencing the cruise tour organized by Bauhinia indicates that the proposed model fits the data well. The results of this analysis contribute to the services marketing theory by providing empirically-based insight into the experiential quality and experiential satisfaction constructs in the cruise industry. This study will assist cruise management in developing and implementing a market-oriented service strategy to achieve a high quality of experiences, enhance cruise tourists' experiential satisfaction and create their favorable future behavioral intentions.