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This study, guided by the feelings-as-information theory, aims to explore the effect of recovery experience of wellness tourism (REWT) on place attachment, alongside an examination into the mediating role of self-perceived health and the moderating role of health goal salience. The research site was traced for two years to monitor the evolution of the proposed model during the COVID-19 pandemic.

The successive independent samples data (in 2020 and 2021, respectively) were collected in Shizhu county, China. Structural equation modeling (SEM) was used with a survey of 1,472 wellness tourists (N₂₀₂₀ = 494, N₂₀₂₁ = 978) to test research hypotheses empirically. Additionally, independent sample t-test and multi-group SEM analysis were used to compare the mean difference of variables and coefficients’ difference between 2020 and 2021.

This study reveals that REWT can increase self-perceived health, resulting in a positive influence on place attachment. By tracing the research site and comparing the successive independent samples data, we found a stronger recovery experience effect of wellness tourism on place attachment alongside a weaker effect on self-perceived health in 2021. The positive relationship between self-perceived health and place attachment is significantly strengthened when health goals are salient.

This study investigated the mechanism behind the formation of place attachment in the wellness tourism context and extended understanding on the dynamic nature of the REWTand ongoing evolving person-place relationship during the COVID-19 pandemic. This study also provided practical suggestions to benefit industry practitioners by enhancing current understanding of improving experience-based management in wellness destinations.

This paper aims to introduce the psychological variable of “social distance” and use SEM to analyze the relationship between tourism service providers’ physical attractiveness (SPPA) and tourists’ perceptions of social distance, stereotypes and service quality.

The data collectors were instructed to convenience sampling tourists in Guangzhou Chimelong Tourist Resort, the biggest resort in South China and 334 valid questionnaires were collected. This study used CFA to confirm the measurement model and to check the reliability and validity of the constructs. Using Mplus 7.0, SEM was performed to test the hypotheses of this study.

The study found that tourism SPPA can improve tourists’ stereotype perception by reducing the social distance between tourists and service providers, which ultimately improves service quality. This study also found that only warmth perception can significantly improve the service quality evaluation of tourists, with competence perception having no significant effect.

This study focused on the SPPA in tourism services, expanding the research on tourism service management and on the effect of physical attractiveness; enriched the stereotype content model and behaviors from intergroup affect and stereotypes map by clarifying the mediating role of social distance and stereotypes; found different roles played by the competence and warmth stereotype in the enhancement effect; helped find an insightful strategy to improve service quality by recruiting and training employees intentionally.

旅游服务人员的外貌吸引力与顾客服务质量评价：热情与能力同等重要吗？

本文的目的在于利用结构方程模型验证旅游服务人员的外貌吸引力、旅游者感知社会距离与服务质量感知之间的关系, 并为如何提升旅游服务质量提出建议。

研究使用方便抽样的方式在广州长隆旅游度假区共回收有效问卷334份。本文使用Mplus 7.0对研究模型进行了检验。

研究结果表明, 旅游服务人员的外貌吸引力可以通过拉近其与旅游者之间的社会距离, 从而能够提升旅游者对其的热情和能力刻板印象, 进而提升旅游者服务质量感知。本文还发现热情和能力刻板印象的重要性有所不同, 只有后者能够显著提升旅游者服务质量感知。

第一, 本研究从一线旅游服务人员的外貌吸引力因素视角, 推进了旅游服务管理和外貌刻板印象的相关研究。第二, 本文还通过厘清社会距离和刻板印象的中介作用, 丰富了SCM和BIAS map理论。第三, 本文发现了热情和能力刻板印象在提升服务质量感知过程中的不同作用。

关键词：外貌吸引力, 社会距离, 刻板印象, SCM, BIAS map, 服务质量

文章类型： 研究型论文

El atractivo físico de los prestadores de servicios turísticos y la evaluación de la calidad del servicio de los clientes: ¿qué es más importante, la calidez o las competencias?

El objetivo de este artículo es introducir la variable psicológica del “distanciamiento social” y utilizar un modelo de ecuaciones estructurales para analizar la relación entre el atractivo físico de los prestadores de servicios turísticos y la percepción de los turistas sobre el distanciamiento social, estereotipos y la calidad del servicio.

Los recopiladores de datos recibieron instrucciones de tomar muestras de turistas a conveniencia en el centro turístico de Guangzhou Chimelong, el centro turístico más grande del sur de China. Se recolectaron 334 cuestionarios válidos. Este estudio utilizó el AFC para confirmar el modelo de medición y verificar la confiabilidad y validez de los constructos. Para probar las hipótesis de este estudio, se elaboró un modelo de ecuaciones estructurales utilizando Mplus 7.0.

En este estudio se encontró que el atractivo físico de los prestadores de servicios turísticos puede mejorar los estereotipos de los turistas, reduciendo el distanciamiento social entre los turistas y los prestadores de servicios y a la vez, en última instancia, formar una mayor calidad del servicio. En este estudio también se encontró que, en dos estereotipos, la percepción de la calidez y de las competencias, solo el último puede mejorar significativamente la evaluación de la calidad del servicio por parte de los turistas. No existe una relación significativa entre la percepción de la calidez y la evaluación de la calidad del servicio.

En primer lugar, este estudio se enfocó en el atractivo físico del personal de primera línea que presta los servicios turísticos, ampliando la investigación a la gestión de los servicios de turismo y el efecto del atractivo físico. En segundo lugar, este estudio enriqueció el SMC y el mapa BIAS al aclarar el rol mediador del distanciamiento social y los estereotipos. En tercer lugar, en este estudio se encontraron los diferentes roles que juegan el estereotipo de las competencias y el de la calidez en la relación entre el atractivo físico y la calidad del servicio.

Atractivo físico, distanciamiento social, estereotipos, SMC, mapa BIAS, calidad del servicio

Visual stimuli are integral for the destination selection process, as well as for the delivery of unique, novel and compelling tourist experiences. Emerging techniques, such as eye-tracking, are effective for mapping tourists' visual interests and paths, presenting an opportunity to identify patterns of visual attention, which provide insights into the underlying cognitive processes which underpin experiences. Building on a systematic review of the progress and development of eye-tracking in tourism field, this chapter summarises five main current research contexts for application and five future research directions. It also narrows the gap between eye-tracking and cognitive psychology by critically examining bottom-up and top-down attentional mechanisms.

Co-creation experiences are psychologically complex phenomena. This chapter discusses how cognitive psychology can add value to the co-creation of experiences. There are different meanings of co-creation and here the focus is on the customer's mental experience. This chapter analyses the theoretical underpinnings of co-creation and discusses key dimensions of the concept from a cognitive perspective, highlighting the importance of attention and active involvement. Furthermore, it discusses how technologies (augmented reality, robotics, intelligence systems) can prompt experience co-creation. Finally, this chapter examines the literature of co-creation and experiential learning overlap in knowledge building. Opportunities for future empirical research in this area are suggested.

This volume has sought to identify the benefits of using cognitive psychology in understanding the tourist experience. It discusses areas where tourism researchers should be cautious in applying cognitive psychology. Certainly, t scholars must understand the assumptions, criticisms and limitations of cognitive theories and associated data collection techniques. Cognitive psychology is a dynamic field with alternative theoretical perspectives and emerging debates. This volume discusses particular mainstream ideas, such as cognitive appraisal theory and seeks to identify their relevance and identifies difficulties and perceived limitations scholars discover in exploring this new field.

Sensory experiences and subjective perception serve as unique sources of tacit information that subconsciously influence people's cognition, emotions and behaviour. This chapter begins with an overview of key themes of sensation and perception in cognitive psychology, including tracing the history of perceptual processes, introducing different types of senses and perceptual processes and cognitivism-informed theories in this area. Following this, the discussion focuses on the application of sensation and perception within tourism field, discussing implications for research on sensescapes. This chapter concludes with an agenda for future research which delves into the role of multi-sensory and interaction of senses in touristscapes.

This chapter provides a holistic understanding of memory and the tourism-memory nexus. This chapter begins with an overview of what memory is and the history of research on it. Following this, the chapter outlines key memory-related themes in cognitive psychology. Next, the implications of the tourism-memory nexus for research on memorable tourism experiences are discussed. It provides a critical analysis of the research which examines tourism and memory from the viewpoint of cognitive psychology. The chapter concludes with an outline of key avenues for further research in order to delve into tourism-memory nexus.

This chapter presents a case for updating the use and development of psychological theory in tourism through an examination of the psychological stimulus-organism-response (S-O-R) model. The historical development and the criticism of the model has been addressed. A revised version of the model is provided based on importing new theoretical knowledge from the original discipline. This chapter argues that with an explicit focus on tourism psychology, there is some evidence to suggest that tourism theory may benefit from adopting theory from the parental discipline rather than inventing its own. Future research can address other examples of imported theories and to further examine mechanisms for this knowledge transfer and update from original disciplines relevant to the study of tourism.