How to Promote a Destination’s Sustainable Development? The Influence of Service Encounters on Tourists’ Attitudes and Behavioral Intentions

Shu Zhang, Thitinant Wareewanich () and Xiaoguang Yue
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Shu Zhang: Chakrabongse Bhuvanarth International Institute for Interdisciplinary Studies (CBIS), Rajamangala University of Technology Tawan-OK, Bangkok 10400, Thailand
Thitinant Wareewanich: Chakrabongse Bhuvanarth International Institute for Interdisciplinary Studies (CBIS), Rajamangala University of Technology Tawan-OK, Bangkok 10400, Thailand

Sustainability, 2023, vol. 15, issue 19, 1-17

Abstract: Destination is an important carrier for tourism activities to be carried out, and tourists are the main body of tourism activities. Service encounters are a crucial component of tourists’ experiences and an important factor affecting tourists’ attitudes and behavioral intentions. This research used the SOR model as the theoretical basis to analyze the dimensions of service encounters and the impact of service encounters on tourists’ attitudes and behavioral intentions toward a destination in China. The research results indicate that service encounters have multidimensional attributes. In addition to interpersonal service encounters, the service environment of tourism enterprises and the public service environment of the destination are also important components of service encounters. At the same time, service encounters have an impact on tourists’ attitudes and behavioral intentions. The research findings have implications for destination managers in terms of improving service quality and promoting the sustainable development of destinations.

Keywords: destination; service encounter; attitude; behavioral intention (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:19:p:14087-:d:1245910

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