Destination organizational responsiveness and tourism consumption intention under uncertainty: the serial roles of destination trust and tourist resilience

Purpose This study examines how perceived destination organizational responsiveness influences tourism consumption intention under uncertainty and whether destination trust and tourist resilience operate as parallel and serial mediating mechanisms. Design/methodology/approach Drawing on signalling theory and conservation of resources theory, this study analyses 659 valid questionnaires collected from tourists associated with Harbin, Chengdu and Chongqing. Structural equation modelling and 5,000-resample bootstrap tests are used to examine the proposed direct, mediating and serial mediating effects. Findings Perceived destination organizational responsiveness and its three dimensions were positively associated with tourism consumption intention. Destination trust and tourist resilience showed significant mediating effects in this relationship, with trust exhibiting the stronger and more stable effect. The overall serial path was significant in both samples, whereas dimension-level serial effects were more evident in the peak-season high-visibility context. Originality/value This study translates the public-discourse label “pleasing-style city governance” into the theoretically bounded construct of perceived destination organizational responsiveness and positions it as a governance-level market signal. It explains how responsive destination governance reduces uncertainty through destination trust and supports continued consumption through tourist resilience.