ABSTRACT

Despite the destructive nature of tourist-to-tourist interactions, previous research efforts focused on service provider–tourist interactions while neglecting negative tourist-to-tourist interactions. Consequently, there is a lack of conceptual clarity on how to measure negative tourist-to-tourist interaction. Following a rigorous methodological procedure and a two-wave study, this paper develops a four-dimensional scale for the measurement of negative tourist-to-tourist interaction. The scale’s predictive validity suggests that negative tourist-to-tourist interaction negatively influences value and memorability. The paper discusses the implications of the findings for measuring negative tourist-to tourist interactions within the context of service design and management in the tourism industry.

摘要

尽管游客与游客之间的互动具有破坏性，但先前的研究工作集中在服务提供商与游客的互动上，而忽略了负面的游客与游客的互动。因此，在如何衡量负面的游客对游客互动方面缺乏概念上的明确性。遵循严格的方法程序和两波研究，本文开发了用于测量负向游客与游客之间互动的三维标度。该量表的预测有效性表明，游客与游客之间的消极互动对价值和记忆力产生负面影响。本文讨论了调查结果在旅游业服务设计和管理环境下衡量负面的游客对游客互动的意义。