The effect of destination employee service quality on tourist environmentally responsible behavior: A moderated mediation model incorporating environmental commitment, destination social responsibility and motive attributions

Abstract

In a destination context, the impact of employee service quality on tourist environmentally responsible behavior (ERB) is examined using a multimethod approach that includes an intercept survey and four experiments. Destination employee service quality has a positive relationship with tourist ERB which is fully mediated by environmental commitment and moderated by destination social responsibility (DSR). The presence (vs. absence) of DSR attenuates the negative effect of low service quality on tourist ERB; while environmental commitment plays a mediation role only when DSR is absent. DSR motive attributions (altruism vs. egoism) also moderate the relationship between destination employee service quality and tourist ERB. When DSR is attributed to altruism (vs. egoism), low service quality does not lead to low environmental commitment and then low tourist ERB. Theoretical and managerial implications are discussed. • Environmental commitment mediates the service quality to tourist environmentally responsible behavior (ERB) link. • Destination social responsibility (DSR) moderates the service quality to tourist ERB link. • Environmental commitment mediates the interaction effect of service quality and DSR on tourist ERB. • The DSR motive attribution moderates the service quality to tourist ERB link. • Environmental commitment mediates the interaction effect of service quality and DSR motive attribution on tourist ERB.