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

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.