A study on the impact of internet celebrity city service resilience on tourists' willingness to revisit : a case study of Harbin

Abstract

In recent years, the rapid rise of social media has given way to the emergence of “Internet celebrity cities” as a new trend in the tourism industry. Using Harbin as a case study, this research investigates the formation mechanism of tourists’ revisit intention from the perspective of service resilience. Based on a survey of 412 tourists, the findings reveal that service resilience has a significant positive impact on revisit intention, with service provision resilience showing the strongest effect (β = 0.385, p < 0.001), followed by tourism carrying capacity resilience (β = 0.276, p < 0.001) and emergency response resilience (β = 0.165, p < 0.01). Moreover, perceived value plays a partial mediating role in this relationship, with different dimensions of service resilience influencing revisit intention through distinct types of perceived value. Based on the research findings, several recommendations are proposed. At the city level, efforts should focus on strengthening the construction of a comprehensive service resilience system, optimizing tourism carrying capacity, and enhancing multi-dimensional value creation. At the enterprise level, strategies should aim to improve service assurance capabilities, innovate service product design, and strengthen intelligent operations. This study not only enriches the theoretical understanding of Internet celebrity cities and service resilience but also offers practical guidance for promoting the sustainable development of such destinations