感知行政服务质量对旅游社区非旅游从业型居民价值共创意愿的影响  

The impact of perceived quality of administrative service on the value co-creation intention of non-tourism practitioners in tourism communities

作　　者：刘甜清 何彪[1,2] 梁浩源 谢灯明 Liu Tianqing;He Biao;Liang Haoyuan;Xie Dengming(College of International Tourism and Public Administration,Hainan University,Haikou 571155,China;Hainan Province Holistic Tourism Research Base,Haikou 571155,China;School of Business,Macao University of Science and Technology,Macao 999078,China)

机构地区：[1]海南大学国际旅游与公共管理学院,海口571155 [2]海南省全域旅游研究基地,海口571155 [3]澳门科技大学商学院,中国澳门999078

出　　处：《中国生态旅游》2025年第1期100-113,共14页Journal of Chinese Ecotourism

基　　金：国家社会科学基金一般项目(19BGL139)。

摘　　要：多主体协同参与社区治理是推动国家基层治理现代化的有效路径,但旅游社区中非旅游从业型居民的角色往往被忽视。文章以社区政府行政服务质量为切入点,基于信任转移理论,采用PLS-SEM方法对302份问卷数据进行分析,构建并验证“感知行政服务质量-政府行政服务信任-政府发展旅游信任-价值共创意愿”理论模型,探究非旅游从业型居民感知行政服务质量对政府行政服务信任及政府发展旅游信任的影响,以及两种政府信任对其旅游价值共创意愿的影响。结果表明:(1)感知行政服务质量正向影响非旅游从业型居民政府行政服务信任;(2)政府行政服务信任正向影响政府发展旅游信任,且旅游知识正向调节该影响关系;(3)政府行政服务信任仅正向直接影响面向社区的价值共创意愿;政府发展旅游信任分别正向直接影响面向社区的价值共创意愿和面向游客的价值共创意愿;两种政府信任在感知行政服务质量和两种价值共创意愿之间发挥链式中介作用。文章强调了对旅游社区不同类型居民的区分,并揭示了旅游社区非旅游从业型居民政府信任及价值共创意愿的形成路径,对旅游社区治理实践具有指导意义。Multi-subject cooperative participation in community governance is an effective path to promote the modernization of national grassroots governance,but the non-tourism practitioners in tourism communities have not yet aroused academic attention.This study adopts a perspective of the administrative service quality in community government,based on the trust transfer theory,and analyses 302 questionnaires using PLS-SEM method,and constructs and verifies the“perceived quality of administrative service-trust in government administrative service-trust in government development of tourism”and“willingness to value co-creation”,and investigates the effects of perceived quality of administrative service on trust in government administrative services and trust in government development of tourism,as well as the effects of the two types of governmental trust on their willingness to co-create tourism values among non-tourism practitioners.The results show that:(1)the perceived quality of administrative service exerts a significant positive impact on the trust in government administrative service of non-tourism practitioners.(2)Trust in government administrative service has a significant positive effect on the trust in government development of tourism,and tourism knowledge positively moderates this relationship.(3)Trust in government administrative service only has a significant positive impact on the value co-creative intention toward the community.Trust in government development of tourism has positive impacts on the value co-creation intention toward communities and the value co-creation intention toward tourists.Two types of trust in government play a chain mediating role between the perceived quality of administrative service and two types of value co-creation intention.The paper emphasizes the differentiation and attention to different types of residents in tourism communities.And it reveals the formation path of trust in government and value co-creation intention of non-tourism practitioners in tourism communit

关 键 词：旅游社区 社区治理 非旅游从业型居民 行政服务信任 政府发展旅游信任 价值共创意愿 信任转移理论 

分 类 号：F590.3[经济管理—旅游管理]