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Vacation experiences begin at home: A cruise line example
Giulio Ronzoni 한국마케팅과학회 2016 마케팅과학연구 Vol.26 No.4
A cruise ship passenger is asked to complete a customer satisfaction survey a few days after returning home from her vacation. The passenger details a nightmarish ordeal concerning her departure day experiences and comments that while her experience on the ship met her expectations, the moments that stand out most in her mind are those of travelling to the ship and reaching her cabin for the first time. While she acknowledges that the cruise line was not directly responsible for most of her misery, she asks that the managers of the cruise line do what they can to mitigate these problems.