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旅游导刊 ›› 2023, Vol. 7 ›› Issue (2): 22-54.DOI: 10.12054/lydk.bisu.218

• 研究论文 • 上一篇    下一篇

旅游公共服务质量对游客幸福感的影响——基于旅游体验的视角

沈鹏熠, 万德敏(), 李金雄   

  1. 江西财经大学工商管理学院 江西南昌 330032
  • 收稿日期:2022-01-19 修回日期:2022-12-18 出版日期:2023-04-30 发布日期:2023-05-23
  • 通讯作者: 万德敏(1995— ),男,江西南昌人,江西财经大学工商管理学院博士研究生,研究方向:市场营销。E-mail:wandemins@163.com
  • 作者简介:沈鹏熠(1980— ),男,湖南临湘人,博士,江西财经大学工商管理学院教授,研究方向:服务营销和零售管理。
    李金雄(1998— ),男,江西上饶人,江西财经大学工商管理学院硕士研究生,研究方向:市场营销。
  • 基金资助:
    本研究受国家自然科学基金项目“服务场景中人工智能如何影响消费者幸福感:基于社会认知理论和自我决定理论双重视角”(72262016);“基于线上线下融合的混合服务质量研究:驱动机制、影响效果和管理启示”(71762011);国家社会科学基金项目“新媒体环境下‘网红’代言对品牌价值的影响机制及治理对策研究”(20BGL118)

The Influence of Tourism Public Service Quality on Tourists’ Well-being: From the Perspective of Tourism Experience

SHEN Pengyi, WAN Demin(), LI Jinxiong

  1. School of Business Administration, Jiangxi University of Finance and Economics, Nanchang 330032, China
  • Received:2022-01-19 Revised:2022-12-18 Online:2023-04-30 Published:2023-05-23

摘要:

提高旅游公共服务质量既是旅游业加速转型升级、提质增效的关键,也是增进游客幸福感的必然要求。本研究从旅游体验视角出发,构建了旅游公共服务质量对游客幸福感的多重中介模型,并运用结构方程建模和Bootstrap法对模型进行实证分析。研究发现:体验价值在信息传播服务质量、行政监管服务质量对实现性快乐的影响中发挥积极的中介作用,在信息传播服务质量、安全保障服务质量、行政监管服务质量对享乐性快乐的影响中也发挥积极的中介作用;体验满意度在信息传播服务质量、行政监管服务质量对实现性快乐和享乐性快乐的影响中均发挥积极的中介作用;替代者吸引力负向调节了公共设施服务质量、便民惠民服务质量、行政监管服务质量对体验价值的影响,以及公共设施服务质量、便民惠民服务质量对体验满意度的影响。本研究整合主观幸福感和心理幸福感的双元结构,扩展了游客幸福感的研究情境,明确了旅游公共服务质量对游客幸福感影响的心理机制及边界条件,对改善旅游公共服务质量及提升游客长期幸福感有重要启示。

关键词: 旅游公共服务质量; 体验价值; 体验满意度; 游客幸福感; 替代者吸引力

Abstract:

Improving the quality of tourism public services is essential not only to accelerate the transformation and upgrading of tourism and improve quality and efficiency but also to enhance tourists’ well-being. This study, from the perspective of tourism experience, constructs a multiple intermediary model of the influence of tourism public service quality on tourists’ well-being. Structural equation and Bootstrap methods are used to test the model. The results reveal that, experience value positively mediates the impact of information communication service quality and administrative supervision service quality on eudaimonia enjoyment and the impact of information communication service quality, security service quality and administrative supervision service quality on hedonic enjoyment; experience satisfaction positively mediates the impact of information communication service quality and administrative supervision service quality on both eudaimonia enjoyment and hedonic enjoyment; the alternative attractiveness negatively moderates the impact of public facilities service quality, convenience and benefit service quality, and administrative supervision service quality on experience value and the impact of public facilities service quality and convenience and benefit service quality on experience satisfaction. This study integrates the dual structure of subjective well-being and psychological well-being and expands the research on tourists’ well-being. Additionally, it defines the psychological mechanism and boundary conditions of the influence of tourism public service quality on tourists’ well-being, providing important enlightenment for improving tourism public service quality and enhancing tourists’ long-term well-being.

Keywords: tourism public service quality; experience value; experience satisfaction; tourists’ well-being; alternative attractiveness

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