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

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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)

  • Xiao-Guang Yue

    (Chakrabongse Bhuvanarth International Institute for Interdisciplinary Studies (CBIS), Rajamangala University of Technology Tawan-OK, Bangkok 10400, Thailand)

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.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:19:p:14087-:d:1245910
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    References listed on IDEAS

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    2. 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.
    3. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    4. Song, Yan & Zhang, Lu & Zhang, Ming, 2022. "Research on the impact of public climate policy cognition on low-carbon travel based on SOR theory—Evidence from China," Energy, Elsevier, vol. 261(PA).
    5. Huang, Yung-Chuan, 2023. "Integrated concepts of the UTAUT and TPB in virtual reality behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
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    1. Geng, Yuqing & Zhang, Xiaorui & Gao, Juan & Yan, Yan & Chen, Lingyan, 2024. "Bibliometric analysis of sustainable tourism using CiteSpace," Technological Forecasting and Social Change, Elsevier, vol. 202(C).

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