Service quality and customer satisfaction are vital concerns in service industries, particularly in the cruise industry. As such, the development of new methods for improving both is essential. A model of attitudes, intentions, and behaviors proposed by Bagozzi and refined by Schmit and Allscheid was tested to determine if employee job satisfaction and customer satisfaction were related constructs in the cruise industry. The hypothesized model did not account for the relationship between the measured and latent variables; however, a direct relationship between employee job satisfaction and customer satisfaction was found to exist (R2 = .30). Implications for hospitality and travel organizations are discussed, and recommendations are made for future research.
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