From galley to gourmet: experience accounting perspective on the evolving dining choices of cruise passengers

Abstract

This study examines shifts in consumer dining preferences among cruise passengers in response to the COVID-19 pandemic. Utilizing text-mining techniques applied to a collection of online reviews, the discourse analysis in this study is guided by the restaurant-management tool, Experience Accounting (EA), which represents an integrated marketing-accounting analytical framework. We further extend the experiencescape model to the cruise dining context by subcategorizing the sensory component as a more instrumental approach for the food service industry. Our findings indicate a significant shift in cruise ship passengers’ dining preferences away from utilitarian meals toward the fine-dining setup, representing significant challenges for the hospitality industry.