The aim of this study is to examine the relationship between sustainability with customer satisfaction and service experience in service ecosystems, by analyzing the moderated role of business models. A model with four variables is proposed, whereby customer satisfaction is the dependent variable, perceived sustainability of the service ecosystem is the explanatory variable, service experience is the mediator variable, and business models is the moderator variable. The model is applied in a survey of tourists. The results enable comparison of the causal model: perceived sustainability influences customer satisfaction directly and indirectly through service experience; and business model can play a moderator role since significant differences are identified in one of the three types of tourism destinations.

中文翻译：

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变革价值视角下的可持续服务生态系统：旅游目的地研究

本研究的目的是通过分析商业模式的调节作用，检验可持续性与客户满意度和服务生态系统中服务体验之间的关系。提出了一个四变量模型，其中客户满意度是因变量，服务生态系统的感知可持续性是解释变量，服务体验是中介变量，商业模式是调节变量。该模型应用于游客调查。结果可以比较因果模型：感知的可持续性通过服务体验直接和间接地影响客户满意度；和商业模式可以发挥调节作用，因为在三种类型的旅游目的地中发现了显着差异。