Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services

The main purpose of this article is to examine the relationship between the quality of interaction with tourist attraction services and satisfaction. The model proposes that interaction quality (IQ) affects both satisfaction with tourism services and the overall tourist satisfaction (OTS) with the d...

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Autores principales:	Lilian Consuelo Mustelier-Puig, Amna Anjum, Xu Ming
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2018
Materias:	interaction quality service satisfaction overall tourist satisfaction revisit intention shanghai tourism services pls-sem Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/4e97ffc173394a0d83c7371ee234aa4e
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spelling	oai:doaj.org-article:4e97ffc173394a0d83c7371ee234aa4e2021-12-02T14:07:32ZInteraction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services2331-197510.1080/23311975.2018.1470890https://doaj.org/article/4e97ffc173394a0d83c7371ee234aa4e2018-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2018.1470890https://doaj.org/toc/2331-1975The main purpose of this article is to examine the relationship between the quality of interaction with tourist attraction services and satisfaction. The model proposes that interaction quality (IQ) affects both satisfaction with tourism services and the overall tourist satisfaction (OTS) with the destination. In addition, the link between the OTS and the intention to revisit the destination is assessed. Data were collected from 165 international tourists visiting Shanghai tourist attractions and analyzed through PLS-SEM using second-order hierarchical modeling. IQ is seen as a multidimensional construct, including aspects such as language, nonverbal behavior, attitude, and expertise. The results confirm the direct effect of IQ on service satisfaction and the OTS as well as its indirect effect on revisit intention. The overall tourist’s satisfaction does directly impact the intention to revisit the destination. For international tourists visiting Shanghai, IQ constitutes an essential part of their experience not only with services rendered but also with the destination itself.Lilian Consuelo Mustelier-PuigAmna AnjumXu MingTaylor & Francis Grouparticleinteraction qualityservice satisfactionoverall tourist satisfactionrevisit intentionshanghai tourism servicespls-semBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 5, Iss 1 (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	interaction quality service satisfaction overall tourist satisfaction revisit intention shanghai tourism services pls-sem Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	interaction quality service satisfaction overall tourist satisfaction revisit intention shanghai tourism services pls-sem Business HF5001-6182 Management. Industrial management HD28-70 Lilian Consuelo Mustelier-Puig Amna Anjum Xu Ming Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
description	The main purpose of this article is to examine the relationship between the quality of interaction with tourist attraction services and satisfaction. The model proposes that interaction quality (IQ) affects both satisfaction with tourism services and the overall tourist satisfaction (OTS) with the destination. In addition, the link between the OTS and the intention to revisit the destination is assessed. Data were collected from 165 international tourists visiting Shanghai tourist attractions and analyzed through PLS-SEM using second-order hierarchical modeling. IQ is seen as a multidimensional construct, including aspects such as language, nonverbal behavior, attitude, and expertise. The results confirm the direct effect of IQ on service satisfaction and the OTS as well as its indirect effect on revisit intention. The overall tourist’s satisfaction does directly impact the intention to revisit the destination. For international tourists visiting Shanghai, IQ constitutes an essential part of their experience not only with services rendered but also with the destination itself.
format	article
author	Lilian Consuelo Mustelier-Puig Amna Anjum Xu Ming
author_facet	Lilian Consuelo Mustelier-Puig Amna Anjum Xu Ming
author_sort	Lilian Consuelo Mustelier-Puig
title	Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
title_short	Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
title_full	Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
title_fullStr	Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
title_full_unstemmed	Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services
title_sort	interaction quality and satisfaction: an empirical study of international tourists when buying shanghai tourist attraction services
publisher	Taylor & Francis Group
publishDate	2018
url	https://doaj.org/article/4e97ffc173394a0d83c7371ee234aa4e
work_keys_str_mv	AT lilianconsuelomustelierpuig interactionqualityandsatisfactionanempiricalstudyofinternationaltouristswhenbuyingshanghaitouristattractionservices AT amnaanjum interactionqualityandsatisfactionanempiricalstudyofinternationaltouristswhenbuyingshanghaitouristattractionservices AT xuming interactionqualityandsatisfactionanempiricalstudyofinternationaltouristswhenbuyingshanghaitouristattractionservices
_version_	1718391961294995456

Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services

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