This study investigates the impact of the COVID-19 pandemic on dining preferences and satisfaction levels among cruise passengers. The analysis of this study uses the text-mining techniques applied to a large set of post-cruise online reviews. Further, drawing from Carlbäck's (2010) restaurant Experience Accounting analytical framework, we investigate how experience areas may have changed in weight and importance, based on their value to passengers.
Our findings indicate a significant shift in cruise ship passengers' dining preferences, with a move away from basic, utilitarian meals and towards a focus on high-quality cuisine, personalized service, and a diverse range of options. These changing expectations represent a significant opportunity and challenge for hosts in the hospitality industry.
Our implications aim to provide insights for the cruise industry to optimize resource allocation across multiple onboard food and beverage outlets and their marketing appeals, as well as guide the restaurant industry into the new normal.