This study examined the relationship between negative tourist-to-tourist interaction (NTTI) and tourist emotions, intention to recommend, and revisit intention, based on the stimulus-organism-response paradigm and service-dominant logic. It also investigated the moderating effect of optimism in the relationship between NTTI and tourist emotions to highlight the importance of optimism in tourist behavior in COVID-19 times. Data were collected through a survey form from 256 domestic tourists visiting Pamukkale travertines and archaeological site, one of Turkey's leading attractions. The research hypotheses were tested using Partial Least Squares-Structural Equation Modeling. The data analysis revealed that NTTI significantly affects tourist emotions. Unpleasantness had a negative and significant effect on intention to recommend, while joy had a positive and significant effect. Besides, joy and positive surprise affected revisit intention positively and significantly. Joy and unpleasantness mediated the relationship between NTTI and intention to recommend. Finally, optimism moderated the relationships between NTTI and joy and NTTI and positive surprise.

本研究基于刺激-有机体-反应范式和服务主导逻辑，检验了负性游客与游客互动（NTTI）与游客情绪、推荐意向和重访意向之间的关系。它还研究了乐观在 NTTI 与游客情绪之间的关系中的调节作用，以突出乐观在 COVID-19 时代游客行为中的重要性。数据是通过一份调查表收集的，来自 256 名国内游客参观棉花堡石灰华和考古遗址，这是土耳其的主要景点之一。使用偏最小二乘结构方程模型对研究假设进行了测试。数据分析显示，NTTI 显着影响游客情绪。不愉快对推荐意向有显着的负面影响，而喜悦有积极而显着的影响。此外，喜悦和积极的惊喜对重访意愿有显着的正向影响。喜悦和不愉快在NTTI与推荐意愿之间起中介作用。最后，乐观情绪缓和了 NTTI 与快乐以及 NTTI 与积极惊喜之间的关系。