A STUDY ON THE IMPACT OF INTERNET CELEBRITY CITY SERVICE RESILIENCE ON TOURISTS’ WILLINGNESS TO REVISIT: A CASE STUDY OF HARBIN

Recently, 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. A survey of 412 tourists showed that service resilience greatly influences the likelihood of tourists returning, with the ability to provide services having the strongest effect (β = 0.385, p < 0.001), followed by the capacity to handle tourism (β = 0.276, p < 0.001) and the ability to respond to emergencies (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. We propose several recommendations based on the research findings. 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.