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The purpose of this study is to examine how technological developments influence the experiences of mature passengers aged 55, along with the challenges and difficulties they encounter while utilizing technology in service delivery systems. Employing qualitative research methods, the study includes two focus groups involving mature cruise passengers, one focus group comprising IT and marketing professionals and five interviews with cruise industry experts. The challenges that mature passengers encounter when using various aspects of the service delivery system, such as QR codes, applications, check-in procedures and automated customer service, are analyzed. The findings provide valuable insights and offer recommendations for cruise operators to better satisfy the needs of mature clients and improve the usability of service delivery systems. This research contributes to a deeper understanding of the evolving relationship between technology and travel experiences in the cruise industry.

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The Influence of Technology on the Experience of Mature Cruise-Travelers: Innovation, Strategy and Sustainability

  • 章节

  • 发表日期：

    2026年

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  • Odyssia Odysseos,
  • George Panayiotou,
  • Yianna Orphanidou,
  • Leonidas Efthymiou

摘要

The purpose of this study is to examine how technological developments influence the experiences of mature passengers aged 55, along with the challenges and difficulties they encounter while utilizing technology in service delivery systems. Employing qualitative research methods, the study includes two focus groups involving mature cruise passengers, one focus group comprising IT and marketing professionals and five interviews with cruise industry experts. The challenges that mature passengers encounter when using various aspects of the service delivery system, such as QR codes, applications, check-in procedures and automated customer service, are analyzed. The findings provide valuable insights and offer recommendations for cruise operators to better satisfy the needs of mature clients and improve the usability of service delivery systems. This research contributes to a deeper understanding of the evolving relationship between technology and travel experiences in the cruise industry.