Abstract
This study has two primary objectives. The first is to examine whether and how the onboard experiencescape and the social interactions with the crew and other passengers affect passengers’ emotions in the ferry context. The second objective is to adapt the experiencescape measurement instrument proposed by Pizam and Tasci (2019) and test its applicability and validity in maritime passenger transport services. Data were collected via questionnaire surveys conducted with 839 international ferry passengers and were analyzed using exploratory and confirmatory factor analyses as well as regression analyses. The findings, on the one hand, indicate that experiencescape and social interactions on board influence passengers’ emotions, and on the other, they revealed the onboard experiencescape scale’s structure and verified its applicability in the ferry shipping sector. A distinguishing feature of this work is that it measures and assesses passengers’ emotions during the customer journey and not afterward based on a recall journey. Additionally, although academics have carried out extensive research on the impact of passenger interactions in services—there has been little quantitative analysis of this concept in the shipping industry—little research has been done to examine the social interaction with the crew and the social interaction with other passengers separately as two distinct constructs. Therefore, this study aims to fill this gap in the literature and empirically address the need to look at the interrelationships among the theoretical constructs under examination.
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Notes
The terms passengers and customers are used interchangeably throughout the article, since the customers in the ferry shipping industry are the passengers.
The terms employees and crew are used interchangeably throughout the article, since the employees on board a vessel are the crew.
KMO-MSA (> 0.5 (miserable), > 0.6 (mediocre), > 0.7 (middling), > 0.8 (meritorious), > 0.9 (marvelous)).
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Pantouvakis, A., Gerou, A. The role of onboard experiencescape and social interaction in the formation of ferry passengers’ emotions. WMU J Marit Affairs 22, 365–384 (2023). https://doi.org/10.1007/s13437-022-00297-9
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DOI: https://doi.org/10.1007/s13437-022-00297-9