Effects of Service Fairness and Service Quality on Tourists’ Behavioral Intentions and Subjective Well-Being

Abstract

This study examined the effects of service fairness and service quality on tourists' behavioral intentions and subjective well-being (SWB) with the mediation of satisfaction. It conceptualizes SWB as a sociopsychological benefit that people receive from tourism activities in parallel with behavioral intentions to visit the destination treated as economic benefit. A self-administered questionnaire survey was conducted in Xiamen city of Fujian Province, China, and a valid sample of 541 tourists was used for data analysis. Findings show that service fairness has more of an effect on behavioral intentions and SWB than service quality; and such differentiated effects can be partly attributed to the mediating role of satisfaction between the antecedent constructs (i.e, service fairness and service quality) and consequence constructs (i.e, behavioral intentions and tourist SWB). The results suggest that tourism service providers should deliver services in a fairer way and tourist SWB should be attended to by both governments and academics.

Impact of the Perceived Authenticity of Heritage Sites on Subjective Well-Being: A Study of the Mediating Role of Place Attachment and Satisfaction

“…Tourism is often referred to as a wellness industry since it plays an important role in the improvement of the SWB of residents living in, and visitors to, a travel destination. Among the various effects brought about by tourism, this improvement is considered a positive aspect of the social effect [76]. The SWB level of a tourist is naturally related to his/her personality and personal characteristics [71]; however, empirical analyses have also found that tourists' experiences (especially memorable tourism experiences) [75] and their perceptions of service quality and fairness [76] can significantly elevate their SWB.…”

Social Support and Commitment within Social Networking Site in Tourism Experience

“…This concern can be explained by an understanding of the relationship between tourism experience and its outcomes that affect the whole tourism industry. Satisfaction with tourism experience significantly influences the tourists' revisit intention and positive word of mouth that lead to economic gains for destination managers and socio-psychological benefits for tourists themselves [64]. Hence, satisfaction with tourism experience is acknowledged as a prominent issue for both public tourism organizations and destination marketing organizations and academic scholars in terms of investigating the main construct of tourism experience and important factors that can enhance the consumed tourism experience [17].…”

“…Some of them attempt to conceptualize the tourism experience while others focus on experience behaviors and types of experience [63,64]. With the emergence of different innovative technologies and growing popularity of social media use among tourists, more and more researchers are paying attention to the technology-enhanced tourism experience [65].…”

Service Quality Scales and Tourists with Special Needs: A Systematic Review

“…In relation to the limitations in the individual studies analysed, authors checked the limitations highlighted by the corresponding authors. These authors included as limitations the geographical coverage of the study limited to an area [53,60,62,66,70]; the specificity of the tourism facility (such as: thermal [62], sport event tourism [66] museums [53]) or service [60]; the sample size [66] and source [53]; the lack of qualitative data considered [59,71] and the restriction of the analyses made or techniques used [59,71]. Moreover, they also stressed the affective component of the variables studied [62], value perceptions [54] and subjective well-being [70] that emphasise the outcomes of this study towards research that propose and validate items to assess the individual perception of service quality, in particular, for tourists with special needs.…”