Cruise ship suppliers: A field study of the supplier relationship characteristics in a service supply chain
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Authors
Véronneau, Simon
Roy, Jacques
Beaulieu, Martin
Subjects
supplier relations
cruise ships
service quality
service supply chains
global operations
cruise ships
service quality
service supply chains
global operations
Advisors
Date of Issue
2015-10
Date
October 2015
Publisher
Elsevier Ltd.
Language
Abstract
Given the significance of the service industry, the role of global service supply chains is becoming an important
new area of research. This paper examines the ways suppliers positively contribute to service quality in the cruise
industry and defines the nature of the relationships between a major cruise line corporation and its suppliers. The
data stems from a 4-year field study of a large cruise line corporation and twenty-one semi-structured interviews
conducted on board and shore-side with senior management. Additionally logistics processes were observed and
analyzed through an ethnographic lens. The characteristics of the relationship are described and hence enabling a
better understanding of the service quality creation among suppliers. The results have implications for service
and hospitality supply chains in such settings as large resorts and humanitarian logistics.
Type
Article
Description
The article of record as published may be found at http://dx.doi.org/10.1016/j.tmp.2015.07.008
Series/Report No
Department
Organization
Naval Postgraduate School (U.S.)
Identifiers
NPS Report Number
Sponsors
Funder
Format
10 p.
Citation
Tourism Management Perspectives 16 (2015) 76–84
Distribution Statement
Rights
This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.