CAJ | 학술논문

近年来，在中国刮起持续不断的“邮轮旅游”热，国际邮轮乘务服务与邮轮游客满意度之间的关系也经常被人们所提及。通过结合皇家加勒比中国发布的2013中国母港航次游客满意度问卷调查结果与笔者在“海洋水手号”上的亲身实践体验，阐述了我国邮轮旅游市场的发展现状与趋势，介绍了国际邮轮乘务服务的主要内容，主要分析了国际邮轮乘务服务与邮轮游客满意度之间的关系。结论显示，邮轮游客对国际邮轮乘务服务的满意度远远高出传统度假方式；国际邮轮乘务人员为了给乘客带来更加愉悦而难忘的旅程体验，同时为了增加自身的收入而努力提高服务质量。
근년래，재중국괄기지속불단적“유륜여유”열，국제유륜승무복무여유륜유객만의도지간적관계야경상피인문소제급。통과결합황가가륵비중국발포적2013중국모항항차유객만의도문권조사결과여필자재“해양수수호”상적친신실천체험，천술료아국유륜여유시장적발전현상여추세，개소료국제유륜승무복무적주요내용，주요분석료국제유륜승무복무여유륜유객만의도지간적관계。결론현시，유륜유객대국제유륜승무복무적만의도원원고출전통도가방식；국제유륜승무인원위료급승객대래경가유열이난망적려정체험，동시위료증가자신적수입이노력제고복무질량。
Recently, cruise travel has become popular in China. The relationship between international cruise crew service and cruise passenger satisfaction has been a hot topic of research. The paper studies results of questionnaire on the cruise passenger of RCCL in 2013 in China and presents the author’s personal experience on the “Mariner of the Seas”. Then, it elaborates on the development and trends of the Chinese cruise tourism market, introduces the main crew services provided by international cruise and discusses the relationship between the crew service and satisfaction of cruise passengers. The results show that cruise passengers’satisfaction is much higher than traditional vacationing. To bring a better travel experience and increase their income, the cruise crew would make every effort to improve their service quality.