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Sustainability 2019, 11(4), 960; https://doi.org/10.3390/su11040960

Destination Service Encounter Modeling and Relationships with Tourist Satisfaction

1
Business School, Central South University, Changsha 410083, China
2
Institute of Geographic Sciences and Natural Resources Research, Chinese Academy of Sciences, Beijing 100101, China
3
Key Laboratory of Regional Sustainable Development Modeling, Chinese Academy of Sciences, Beijing 100101, China
*
Authors to whom correspondence should be addressed.
Received: 6 December 2018 / Revised: 8 January 2019 / Accepted: 16 January 2019 / Published: 13 February 2019
(This article belongs to the Special Issue Tourism, Governance and Sustainable Development)
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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. View Full-Text
Keywords: service encounters (SEs); destination service encounters (DSEs); public service encounters (PSEs); tourist satisfaction (TS); Shaoshan Township service encounters (SEs); destination service encounters (DSEs); public service encounters (PSEs); tourist satisfaction (TS); Shaoshan Township
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Zhou, M.; Wang, F.; Wang, K. Destination Service Encounter Modeling and Relationships with Tourist Satisfaction. Sustainability 2019, 11, 960.

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