Monitoring and Measuring Event Decision-Making Process Using Key Performance Indicators: Evidence From Italian Cruise Terminals

This paper investigates the control systems and coordination mechanisms applied in the relationships between cruise line companies and terminal concessionaires in the cruise events management when the ships are stopping on the quay. Using a case study methodology and focusing on the Italian context, this exploratory study, through a qualitative approach, interviewed two main cruise terminal concessionaires and indirectly observed events planned by cruise companies in sea ports selected for outlining the role of control systems, coordination, and knowledge sharing between the players in cruise events decision-making processes. The first results show that the cruise event management processes on ship berthing and on terminal are separated. The cruise companies don’t involve terminal concessionaires in the event organization considering them only service suppliers. Also, the concessionaires conceive the events planned in the cruise infrastructures as a business unit to optimize the space use, without any forms of coordination or control with cruise companies. Knowledge sharing, coordination, and control among the two players could support the planning, and management of “new cruise events” in which the visitors may be led from the infrastructure to the ships stopped on the quay. This study offers a set of key performance indicators to support the management, control, and coordination of each inter-organizational relationship identified. Managerial implications and suggestions for improving cruise events management have been provided.