Cruise Industry: Customer Experience and Satisfaction Report

This report provides a comprehensive analysis of the cruise industry, examining its operations, management strategies, and key aspects such as human resource management, hospitality services, supply chain management, and customer experience. The report delves into the detailed identification of cruise industry operations and management, evaluating the significance of human resource management within the sector. It also analyzes the hospitality provided to customers, examines the supply chain and its management, and identifies customer experience and satisfaction as critical elements for success. The conclusion summarizes key findings, emphasizing the importance of consumer satisfaction and the need for effective decision-making within the industry. The report references various books and journals to support its analysis.

Cruise industry

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Detailed identification of operations and management of the cruise industry............................1
Evaluation of the concept of human resource management with context to the above
mentioned sector..........................................................................................................................2
Analysis of the hospitality that is provided by the cruise industry to its prospective customers 2
Examination of the supply chain and its management that is done by the cruise industry.........2
Identification and evaluation of the most important aspect that is customer experience and
satisfaction with context to the cruise industry in a well detailed manner..................................3
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................5

INTRODUCTION
Cruise industry is one of the most important as well as crucial industry since it provides
various kinds of services that helps in increasing the overall standard of living of the citizens that
are living in a society as well as help in the growth of the country too since it contributes heavily
in the gross domestic product of a country (Burchacz and Piotrowicz, 2018). In this report
organisation and management of the cruise industry is elaborated in a well systematic and
sequential manner so that it can prove beneficial in the long term scenario. Apart from that
various other concepts that possess a lot of importance for the cruise sector that are human
resource management, hospitality and health and safety provided by it, and management of
supply chain is also evaluated in a well prescribed way. Further other factor that is of customer
experience and satisfaction is also analysed and evaluated in a detailed manner that helps a
company to survive and sustain in the market for a much longer time period as compared to its
rivals that are also operating in the similar market conditions.
MAIN BODY
Detailed identification of operations and management of the cruise industry
The industry of cruise is one of the biggest in the world since it carters the needs,
requirements, and demands of each and every individual as well as a country and also adds value
to it in the long run (Weaver and Lawton, 2017). Its major area of operation is to provide
convenience to the citizens that are able and willing to go from one place to another with the help
of it and apart from it the area in which it mostly operated is to act as a transporter of the
essential goods and services within the domestic boundaries of a country as well as in the
international market as well. Thus the management of such a big industry becomes a major issue
and thus has to be managed in a very accurate and precise format so that it can add value in the
industry as well as it can help in increasing the overall profitability of the company so that it can
directly benefit the country too as it contributes a larger part of its earnings in the growth and
development of a nation. The management and operation aspect in the cruise sector must be in
the hands of an intellectual, experienced, and well knowledgeable person so that the individual
can apply his expertise in that regard which can help the firm to grow and prosper in the current
market environment that is highly competitive as well as dynamic in nature (Oka, Antara and
Mudana, 2016).

Evaluation of the concept of human resource management with context to the above mentioned
sector
HRM is one of the most critical factor in each and every business that is operating
irrespective of the industry in which it is operational since it helps in the recruitment of talented
personnel’s in organisation by selecting the best candidate from the number of alternatives that
are present in front of the company so that the individual that has been selected after rigorous
process can stand up to the expectations of the enterprise in a subsequent manner. Since the
industry of cruise is a much bigger one and thus the role of human resource management
becomes much more crucial and essential at the same time so that it can help in the overall
development and increased performance of the company in the long run. Thus it can be said that
a team of experts must be formulated in this regard so that they can take appropriate and
necessary decisions that can act in the favour of the firm in the market in which it is working
(Qu, Wang and Zeng, 2020).
Analysis of the hospitality that is provided by the cruise industry to its prospective customers
The cruise industry is regarded as the best one in providing optimum hospitality to its
customers. There are many companies that are operating in the industry that constantly tries to
improve their positioning in the market by providing best hospitality services as compared to
other firms that are also operating in the similar market conditions. Also it is very necessary to
increase the level as there are high expectations from this industry since it is mostly afforded by
the persons that are of high class and can’t compromise in the quality of the services that are
provided by the cruise industry (Sun and Ni, 2018).
Examination of the supply chain and its management that is done by the cruise industry
Supply chain is an essential aspect since it is the one that provides raw material so that the
firm can operate in the industry in a smooth manner without facing any complications in
between. In context of the cruise industry the management of supply chain is very much crucial
since it is a big industry and the main material that is provided is the fuel which possesses a lot of
value in the current market circumstances. Thus it can be said that it is very much important to
create and maintain and intact chain of supply so that the company that is working in the industry
of cruise can operate and perform all its daily tasks without any interruptions in the mid way.
Also a team must be selected in this regard which is very qualified as well as experienced in this
regard so that necessary decisions can be taken in addition to appropriate adjustments that can be

made which can help the firm to grow in the market in which very stiff competition is prevailing
(Sun, Ni and Hou, 2019).
Identification and evaluation of the most important aspect that is customer experience and
satisfaction with context to the cruise industry in a well detailed manner
Customer is an important factor in every business firm and thus it is very important to
fulfil each and every demand and requirement of the customer so that it can directly affect the
sales and substantially profitability in the long term context. Since the customer is regarded as
the king of the industry as they can fluctuate the prices and also sales in a very subsequent way
and thus all the business firms try to maximise the experience of the buyers so that they can
improve as well as increase their standard of living within the given level of income without
making any changes in the existing budget level (Wang, Jiang and Mei, 2020). The cruise
industry is a service sector industry that provides its services to the ones that are able and willing
to use them in the present market and thus it tries to maximise and optimise the level of
experience of the customers so that they can help in increasing the current profit volume of the
organisation and thus making it stand well ahead of all its competitors that are working in the
same industry. Thus it can be said that a firm especially if it is operational in the cruise industry
must try to maximise the level of satisfaction of the customers so that it can help the enterprise to
grow and prosper in the market in which it is operating (Van Bets, Lamers and van Tatenhove,
2017).
CONCLUSION
It can be concluded from the above that the industry of cruise sector is one of the most
critical sector since its generates a lot of revenue in the market but also it has to abide by all the
laws and regulations that are made by the government so that it cannot hamper its operations that
it do in the market. Apart from that it can be concluded that there are many aspects that possess a
lot of value for the industry but consumer experience and satisfaction is regarded as the most
important since it is the one that can directly help a company to increase its subsequent demand
in the market as it operates in such a industry that provides services to its customers and thus it
must provide them in a well systematic and sequential manner. Further it can be concluded that
for the cruise industry it is very important to take necessary decisions and that too within a

limited time frame so that it can help in increasing the overall value of the industry when taken
as a whole.

REFERENCES
Books and journals
Burchacz, M. and Piotrowicz, J., 2018. Green port incentives in the European cruise industry.
Biuletyn Instytutu Morskiego w Gdańsku, 33.
Oka, I.M.D., Antara, M. and Mudana, I.G., 2016 Balinese Women in The Cruise Ships Tourism
Industry. E-Journal of Tourism.
Qu, C., Wang, G.W. and Zeng, Q., 2020. Modelling the procurement process and production
disruption of a multilayer cruise supply chain. Maritime Policy & Management, 47(4),
pp.435-455.
Sun, X. and Ni, R., 2018. Shore excursions, activities and relevant resource allocations of
international cruise ports. Tourism Tribune, 33(7), pp.63-78.
Sun, X., Ni, R. and Hou, Y., 2019. Cruise tourism Integration and regional tourism integration in
the Yangtze River Delta. In Report on the Development of Cruise Industry in China
(2018) (pp. 181-197). Springer, Singapore.
Van Bets, L.K., Lamers, M.A. and van Tatenhove, J.P., 2017. Collective self-governance in a
marine community: Expedition cruise tourism at Svalbard. Journal of Sustainable
Tourism, 25(11), pp.1583-1599.
Wang, H., Jiang, R. and Mei, J., 2020. Research on Full Industry Chain Strategy of China’s
Cruise Economy in the New Era. In Report on the Development of Cruise Industry in
China (2019) (pp. 117-129). Springer, Singapore.
Weaver, D.B. and Lawton, L.J., 2017. The cruise shorescape as contested tourism space:
Evidence from the warm-water pleasure periphery. Tourism Management Perspectives,
24, pp.117-125.