Service Quality and Value: An Examination of International Summer Students' Perception of Tourism Services in Shanghai

The purpose of this work is to examine international summer language students' perceptions of tourism services in Shanghai. To achieve this purpose, the study tests the direct and indirect influence of Chinese employees' expertise, language, and nonverbal cues on international students' perception of service quality and service value, respectively. Besides the direct link between service quality and service value. The indicators used to measure the constructs were identified through the literature review. Collected data were analyzed by partial least square. The findings showed that employees' language does not always affect customers' perception of tourism services. On the contrary, employees' expertise and nonverbal cues displayed exert a significant impact on service quality and service value. Additionally, the inseparable link between quality and value was confirmed. Nevertheless, the study did not assess the direct effect of employees' expertise, nonverbal cues, and language on service value, which authors recommend for further research. Tourism service managers should design intercultural training programs to increase employees' cultural awareness and service quality-related knowledge. Reinforcing customer-facing sales' intercultural competencies and interpersonal skills may increase tourists' perceptions of the service provider. The present research is an effort to widen the scope of the existent research on international students in China, which has mostly focused on intercultural aspects within educational institutions.

Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services

The main purpose of this article is to examine the relationship between the quality of interaction with tourist attraction services and satisfaction. The model proposes that interaction quality (IQ) affects both satisfaction with tourism services and the overall tourist satisfaction (OTS) with the destination. In addition, the link between the OTS and the intention to revisit the destination is assessed. Data were collected from 165 international tourists visiting Shanghai tourist attractions and analyzed through PLS-SEM using second-order hierarchical modeling. IQ is seen as a multidimensional construct, including aspects such as language, nonverbal behavior, attitude, and expertise. The results confirm the direct effect of IQ on service satisfaction and the OTS as well as its indirect effect on revisit intention. The overall tourist’s satisfaction does directly impact the intention to revisit the destination. For international tourists visiting Shanghai, IQ constitutes an essential part of their experience not only with services rendered but also with the destination itself