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Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

Author

Listed:
  • Meijing Zhou

    (Business School, Central South University, Changsha 410083, China)

  • Fuyuan Wang

    (Institute of Geographic Sciences and Natural Resources Research, Chinese Academy of Sciences, Beijing 100101, China
    Key Laboratory of Regional Sustainable Development Modeling, Chinese Academy of Sciences, Beijing 100101, China)

  • Kaiyong Wang

    (Institute of Geographic Sciences and Natural Resources Research, Chinese Academy of Sciences, Beijing 100101, China
    Key Laboratory of Regional Sustainable Development Modeling, Chinese Academy of Sciences, Beijing 100101, China)

Abstract

Tourists are in contact with two types of services at destinations: enterprise services offered by tourism enterprises (e.g., hotels, shops, restaurants, etc.) and public services (public transportation, public information, public safety, etc.) provided by the local government. Following Churchill’s (1979) procedures, a model of destination service encounters (DSEs), including four dimensions (i.e.,enterprise personal interaction encounters (EPIEs), enterprise physical environment encounters (EPEEs), public personal interaction encounters (PPIEs), public physical environment encounters (PPEEs), and 10 subdimensions, was constructed. Then, the effects of DSEs on tourist satisfaction (TS) were tested with data collected in Shaoshan Township, China. The results revealed that EPIEs, PPIEs, and PPEEs had significant positive effects on TS. This model promotes the application of service encounter (SE) theory in destination management, and it offers implications for the synergy management of public and private sectors at destinations to improve tourist experiences.

Suggested Citation

  • Meijing Zhou & Fuyuan Wang & Kaiyong Wang, 2019. "Destination Service Encounter Modeling and Relationships with Tourist Satisfaction," Sustainability, MDPI, vol. 11(4), pages 1-20, February.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:4:p:960-:d:205588
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    References listed on IDEAS

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    Cited by:

    1. Shu Zhang & Thitinant Wareewanich & Xiao-Guang Yue, 2023. "How to Promote a Destination’s Sustainable Development? The Influence of Service Encounters on Tourists’ Attitudes and Behavioral Intentions," Sustainability, MDPI, vol. 15(19), pages 1-17, September.
    2. Rong-Ho Lin & Yu-Chuan Huang & Nai-Wen Chang & Shih-Wei Wu & Yu-Chang Ke, 2021. "The Mediating Effect of Ownership of Psychological Behavior and Tour Leader Experience on Accountability in Order to Explore the Sustainable Business Model of the Tourism Industry," Sustainability, MDPI, vol. 13(13), pages 1-19, June.
    3. Francisco Antonio dos Anjos & James Kennell, 2019. "Tourism, Governance and Sustainable Development," Sustainability, MDPI, vol. 11(16), pages 1-6, August.

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