Sustainable service ecosystems from the transformative value perspective: a study in tourism destinations

The aim of this study is to examine the relationship between sustainability with customer satisfaction and service experience in service ecosystems, by analyzing the moderated role of business models. A model with four variables is proposed, whereby customer satisfaction is the dependent variable, perceived sustainability of the service ecosystem is the explanatory variable, service experience is the mediator variable, and business models is the moderator variable. The model is applied in a survey of tourists. The results enable comparison of the causal model: perceived sustainability influences customer satisfaction directly and indirectly through service experience; and business model can play a moderator role since significant differences are identified in one of the three types of tourism destinations.