Understanding the Relationship of Service Fairness, Emotions, Trust, and Tourist Behavioral Intentions at a City Destination in China
Understanding the Relationship of Service Fairness, Emotions, Trust, and Tourist Behavioral Intentions at a City Destination in China
复制标题
DOI：
10.1080/10548408.2014.892466
复制
发表时间：
2014-11
影响因子：
7.2
通讯作者：
Lujun Su;M. Hsu;Kimball P. Marshall
中科院分区：
文献类型：
--
作者：
Lujun Su;M. Hsu;Kimball P. Marshall
摘要本研究提出了一个认知评估模型，该模型确定了消费情绪和信任是感知服务公平与行为意向（即重访意向和口碑推荐）之间关系的关键中介。本文采用结构方程模型（SEM）技术对厦门541名游客的概念旅游行为模型进行实证检验。研究结果证实了情绪和信任的中介作用，说明旅游行为意向的形成过程既是游客与目的地服务提供者之间的情感体验过程，也是关系构建过程。通过了解感知服务公平与行为意愿之间的关系和联系，城市管理者、城市旅游管理者和服务提供者可以制定更有效的营销策略，以增强游客的忠诚度、重访意愿和口碑推荐意愿。
ABSTRACT This study presents a cognitive appraisal model that identifies consumption emotions and trust as key mediators in the relationship between perceived service fairness and behavioral intentions (i.e., revisit intentions and word-of-mouth (WOM) referrals). The structural equation modeling (SEM) technique was employed to examine empirically a conceptual tourist behavior model using questionnaires answered by 541 tourists in Xiamen, a “garden city” in China. The findings confirmed the mediating role of emotions and trust, which imply that the travel behavioral intentions formation process is both an emotional experience process and a relationship building process between tourists and the destination service providers. By understanding the relationship and linkages between perceived service fairness and behavioral intentions, city managers, urban tourism managers, and service providers can formulate more effective marketing strategies to strengthen tourists’ loyalty, revisit and WOM referral intentions.