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Article

Authenticity and Quality of Industrial Heritage as the Drivers of Tourists’ Loyalty and Environmentally Responsible Behavior

by
Chen Wei
1,* and
Tao Zhang
2
1
Faculty of Tourism and Management, Chaohu University, Hefei 238024, China
2
Faculty of International Tourism and Management, City University of Macau, Macau SAR 999078, China
*
Author to whom correspondence should be addressed.
Sustainability 2023, 15(11), 8791; https://doi.org/10.3390/su15118791
Submission received: 3 April 2023 / Revised: 18 May 2023 / Accepted: 22 May 2023 / Published: 30 May 2023
(This article belongs to the Section Tourism, Culture, and Heritage)
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Abstract

:
In the post-industrial epoch, numerous industrial wastelands are found worldwide. Industrial heritage—a testament to urban progress and an emblem of urban civilization—is at risk during urban development and the transformation of aging cities. Consequently, the preservation and enhancement of urban heritage resources are crucial. Concerning the tourism development of industrial heritage, various challenges arise. This study, using Nanjing Quarry Park as a case study, employs the S-O-R theory to organize the literature related to authentic experience, experience quality, tourist satisfaction, environmentally responsible behavior, and destination loyalty. Additionally, questionnaire surveys and field research are conducted. The data gathered from the survey on tourists’ authentic experiences are analyzed, forming a research model for responsible environmental behavior in industrial heritage attractions. The findings indicate that authentic experience and experience quality positively impact tourist satisfaction, environmentally responsible behavior, and destination loyalty. The system modeling and evaluation of the experience quality dimension for industrial heritage tourism sites fill a gap in the development of industrial heritage tourism. This study contributes to the utilization of industrial heritage sites for tourism development, which can bring about economic growth and cultural revitalization. Tourist satisfaction mediates the relationship between experience quality, environmentally responsible behavior, and destination loyalty. In conclusion, this research offers valuable theoretical backing and a practical foundation for the development of industrial heritage tourism.

1. Introduction

Industrial heritage symbolizes urban civilization and chronicles urban progress. In the post-industrial age, industrial wastelands pervade cities. Amidst the dynamic processes of urban construction and the transformation of aging cities, urban industrial heritage faces endangerment. Clearly, valuable urban heritage resources require protection which facilitates the preservation and enhancement of exceptional national culture, as well as the advancement of national cultural soft power. At the end of the 19th century, industrial archaeology in Britain was where the idea of industrial heritage was first introduced. When the idea of industrial archaeology was initially established by Hudson [1], several academics suggested basing a definition of industrial heritage on it. Buchanan [2] and Cossons [3] released Industrial Archaeology in Britain and The BP Book of Industrial Archaeology in 1972 and 1975, respectively, and since then have begun a new exploration of industrial archaeology. The 12th TICCIH (The International Committee for the Conservation of the Industrial Heritage) Congress The Nizhny Tagil Charter for the Industrial Heritage, held in Russia in 2003, determined the definition of industrial heritage and what it includes. Unquestionably, industrial heritage tourism represents a significant element of cultural heritage. In recent times, the popularity of industrial heritage tourism has grown, as it offers educational and experiential opportunities for tourists. By developing industrial heritage tourism resources, urban industrial land can be harmonized, urban functional layouts can be refined, urban industrial heritage tourism development can be advanced, and urban industrial culture can be safeguarded. In the course of urban development, the conflict between industrial heritage land and urban construction land has intensified, leading to the potential demolition or disappearance of industrial heritage. By evaluating development potential, industrial heritage tourism resources can be judiciously utilized and optimally allocated, thus preventing the squandering of heritage resources. Nanjing Quarry Park was selected as the focus of this study. Over land mines can fracture mountain massifs, severely damaging the natural environment. Disturbingly, soil erosion exacerbates the growing threat to the natural environment. The quarry park preserves the original pits, and the “authenticity” of the tourist attraction elicits diverse perceptions of tourist experience quality and value. Due to excessive mining, the mountains have been left with huge scars. Tourists can not only enjoy the park scenery but also reflect on and redeem the past culture, especially through the experience quality dimension. This study integrates two key variables: authenticity experience and experience quality. On the one hand, Authenticity experience serves as a benchmark factor that affects tourists’ overall evaluation of industrial heritage tourism. It is used to evaluate tourists’ acceptance of the degree of landscape preservation of the once-broken mountain and the restored park. On the other hand, experience quality is divided into multiple dimensions, and the park is considered a unique form of tourism destination. It aims to enrich the tourist experience in a controversial way, similar to reflecting on oneself or culture through dark tourism. Moreover, experience quality influences customer satisfaction, environmentally friendly behavior, and customer loyalty. These factors are significant in the tourism experience of industrial heritage and have a considerable impact on subsequent tourism behavior. Experience quality, as a widely utilized factor in the tourism industry, contributes to explaining tourists’ behavioral intention and satisfaction (Grove et al. [4]; Holbrook [5]; Ko and Pastore [6]; Chen and Chen [7]). Consequently, tourist experience quality affects tourist satisfaction, perceived value, and behavioral intention, which is deemed a critical component of tourism strategy (Anastasopoulos [8]; Cole and Scott [9]; Lam and Hsu [10]; Ryu et al. [11]; Moon et al. [12]). Once natural landscapes are destroyed, self-repair is a long process. Simply covering it with soil and making it green may be easy, but its significance is questionable. It is better to let people see the damage, so they can appreciate and cherish nature even more. This is essentially a form of environmental education. The aim of this study is to assess how customers’ experience quality directly or indirectly influences customer destination loyalty, environmentally responsible behavior, and satisfaction. Given the relatively late start of industrial heritage tourism development, several issues exist, particularly the lack of empirical research on the experience quality of industrial heritage, such as studies on the relationship among authenticity experience, experience quality, tourist satisfaction, environmentally responsible behavior, and destination loyalty. The impact of the “authenticity” of the industrial heritage tourism experience on tourist satisfaction is investigated, considering the aforementioned environmental background and related research context. The S-O-R theory is adopted as the research reference. This study explores whether the “authenticity” of tourists’ experience of industrial heritage profoundly affects their environmentally friendly behavior based on multiple influencing variables.
Compared to cultural heritage tourism and industrial heritage tourism, there are limited studies on industrial heritage tourism. In the current study, the theoretical scope of variables in industrial heritage tourism is broadened. More importantly, this study examines the mediating role of tourist satisfaction in the relationship between environmentally responsible behavior (ERB), destination loyalty (DL), and experience quality. The findings can offer valuable insights for balancing tourism development and environmental protection and promoting the sustainable development of industrial heritage tourism (Figure 1).

2. Literature Review

2.1. Industrial Heritage Tourism

The TICCIH organization was founded in Sweden and is widely acknowledged by the international community for its primary responsibility in matters related to the preservation of industrial heritage and sites in the global community. It was the first global organization of industrial heritage conservation associations. In the Netherlands, information on industrial heritage began to be gathered and compiled in 1986. Additionally, France has created a long-term strategy for documenting industrial heritage. The world Council on Monuments and Sites (ICOMOS) was founded, the United Nations passed pertinent legislation, and the world community has been united in its support for the protection of industrial heritage since 2001. The Nizhny Tagil Charter for the Industrial Heritage notes that, according to the classification of cultural heritage, industrial heritage includes tangible and intangible heritage. Tangible heritage consists of movable industrial relics, immovable industrial buildings, and industrial sites, while intangible industrial heritage includes craft processes, traditional craftsmanship skills, and so on. Industrial heritage is considered a living heritage form with substantial historical significance (Pozo and Gonzalez [13]). Engaging in industrial heritage tourism can evoke memories from one’s past (Bryce, Curran, O’Gorman, and Taheri [14]; Cohen [15]; Lee, Riley, and Hampton [16]). There has been a growing emphasis on industrial heritage tourism (Adongo, Choe, and Han [17]; Taylor [18]; Yeoman, Brass, and McMahonBeattie [19]). Authenticity plays a crucial role in industrial heritage tourism (Williams and Stewart [20]; Yi, Fu, Yu, and Jiang [21]). Many scholars believe that authenticity in industrial heritage tourism contributes to enhancing experience quality and tourist satisfaction (Adongo et al. [17]; Lau [22]). Other researchers argue that existential authenticity can significantly impact tourist loyalty (Belhassen et al. [23], Poria, Butler, and Airey [24]). However, few scientific studies have examined loyalty, authenticity, and satisfaction, with no known instances of these factors being jointly analyzed in the context of industrial heritage tourism (Kolar and Zabkar [25]; Lee et al. [16]). This research incorporates experience quality and authenticity experience as variables to construct a framework encompassing experience quality, environmentally responsible behavior, and destination loyalty.

2.2. S-O-R Theory

S-O-R was initially applied to research consumer behavior, focusing on the dynamic interactions between internal consumer behaviors and responses to stimuli from the outside world. S-O-R theory includes three basic elements: stimulus, organism, and response. Bitner [26] elaborated on alterations in consumers’ mental activity using the service environment as an entrance point, contending that consumers’ cognitive, emotional, and physical responses are easily influenced by outside variables. Vieira [27] claimed that external influences might easily excite consumers’ brain processes throughout the purchase period. Keller [28]; Schmitt and Zarantonello [29]; and Pantano and Timmermans [30] employed S-O-R as a foundation for their examination of consumer purchasing patterns, contending that the majority of customers’ willingness to buy is influenced by outside forces. Pantano and Viassone [31] used retailers’ integration of numerous channels as the starting point for their argument and claim that consumers are more likely to buy desired goods through many channels as a result of multi-channel integration methods. Ai [32] examined the primary determinants of consumers’ willingness to buy in the context of online shopping, using S-O-R as the foundation and cognition and emotion as the point of entry to examine and study the determinants of consumers’ purchase intention.

2.3. Authenticity Experience (AE)

Since it was first used in the document The Venice Charter in 1964, the term “authenticity”, which in English implies true, original, and sacred, has increasingly been applied to the field of cultural heritage tourism. Authenticity is primarily about making sure that cultural legacy is preserved and transmitted in its original, true form. At that time, the conservation of Western stone architecture was the main focus of the study of authenticity. Due to cultural differences between the East and the West, there are significant discrepancies in the understanding of the authenticity of cultural heritage, especially in regard to the preservation of East Asian wooden architecture. A Japanese scholar published The Nara Document on Authenticity in 1994 [33], which made the case that the application of the concept of authenticity should take into account the specific cultural environment in order to ensure the diversity and richness of cultural heritage. All forms of cultural heritage should be appreciated and preserved. The concept of authenticity has been continuously utilized in the field of cultural heritage protection as awareness of the need to safeguard it has arisen, and it has been updated and refined as technology has advanced. Authenticity is essential for a significant tourist experience (Hargrove [34]). The concept of authenticity has been explored in numerous disciplines and understood from various perspectives. MacCannell [35] believes that the tourism industry should incorporate authenticity. Ruijgrok [36] considered authenticity as a crucial factor in determining the value of preserving and maintaining a site. Xie [37] posited that cultural heritage sites, such as shipyards, present genuine opportunities for conservation and learning. Xie [37] also recommended that destination management organizations (DMOs) should maintain the shipyard’s original state to prevent the loss of authenticity due to excessive exploitation of the natural environment.

2.4. Experience Quality (EQ)

Experience quality refers to a customer’s emotional response to positive aspects of their travel experience (Chan and Baum [38]). In heritage tourism, experience quality encompasses tourists’ psychological and social reactions (Chen and Chen [7]). Consequently, experience quality is regarded as the psychological impact on individuals participating in tourism activities (Crompton and Love, 1995 [39]; Cole and Scott [9]; Chen and Chen [7]). As per the literature, experience quality possesses various dimensions, including entertainment, aesthetics, education, and escapism (Pine [40]); tranquility, hedonics, recognition, and involvement (Otto [41]); and surprise, immersion, enjoyment, and participation (Kao et al., 2008 [42]).

2.5. Tourists’ Satisfaction (TS)

Satisfaction represents a psychological state (Pizam, Shapoval, and Ellis [43]). Customer satisfaction refers to the evaluation a visitor makes following a tourism experience (Deng et al. [44]). Overall satisfaction encompasses the aggregation of all prior customers’ satisfaction levels (Jones and Suh [45]). Visitor satisfaction, encompassing the visitor experience at various stages, is a critical factor for DMO to understand (M. Kim and B. Thapa [46]).

2.6. Environmentally Responsible Behavior (ERB)

Environmentally responsible behavior (ERB) reflects consumers’ commitment, concern, and environmental awareness (Aragon-Correa, Martin Tapia, and de la Torre-Ruiz [47]; Cottrell and Graefe [48]). Furthermore, ERB is the outcome of environmental attitudes and behavioral norms of visitors to natural sites (Kang and Moscardo [49]). Moreover, ERB also demonstrates tourists’ understanding of the impact of attitudes on natural tourism sites (M Kim and B Thapa [46]). It encompasses a broad array of environmentally and ecologically friendly behaviors (Kiatkawsin and Han [50]; Miller, Merrilees, and Coghlan [51]; Tsarenko, Ferraro, Sands, and McCleod [52]). ERB acts as an environmental protection mechanism, enabling tourists to reduce or avoid harming environmental resources (Chiu, Lee, and Chen [53]; Su, Swanson, and Chen [54]). Based on previous research, ERB represents individual actions undertaken to protect the environment (Schultz [55]; Stern [56]). It refers to visitors’ commitment to environmental protection (Lee [57]), including environmental concerns, waste recycling activities, and ecological knowledge (Cottrell and Graefe [48]). Additionally, ERB is manifested in individual recycling behavior and educational activities (Thapa [58]).

2.7. Destination Loyalty (DL)

Destination loyalty represents a firmly established behavior (Kandampully, Zhang, and Bilgihan [59]; Oliver [60]). Tourists exhibiting destination loyalty tend to revisit the same attractions and are more likely to provide positive word-of-mouth communication (Chi and Qu [61]). In contrast, tourists lacking destination loyalty are more prone to being influenced by negative information (Chen and Phou [62]). Therefore, visitor loyalty benefit management organizations should be strengthened and enhanced by providing them with a competitive advantage (M Kim and B Thapa [46]).

3. Theory and Hypotheses

3.1. Authenticity Experience and Experience Quality

In the context of industrial heritage tourism research, authenticity experience holds a significant role. Prior studies on heritage tourism have posited that authenticity experiences positively impacts the quality and value perceived by heritage tourists (Yan et al. [63]). Experience quality encompasses pleasure, escapism, validation, engagement, relaxation, and peace of mind (Xu and Chan [64]). Within creative tourism zones, the dimensions of experience quality include escapism, learning, involvement, and peace of mind (Pine and Gilmore [40]). Consequently, this paper proposes the following hypotheses.
H1. 
Authenticity experience positively influences involvement.
H2. 
Authenticity experience positively affects the peace of mind.
H3. 
Authenticity experience positively impacts escapism.
H4. 
Authenticity experience positively contributes to learning.

3.2. Experience Quality (EQ) and Tourists’ Satisfaction (TS)

Cole and Scott [9] assessed the experience quality of tourists, using zoos as an example, and discovered that experience quality was directly or indirectly associated with visitor quality, overall satisfaction, and repeat visits. Cole and Illum [65] noted a relationship between service quality, satisfaction, experience quality, and tourist behavior at heritage festivals. Their findings revealed that experience quality directly influences overall satisfaction and visitor behavior. Kao et al. [42] investigated the connection between tourist loyalty intention, experience quality, and satisfaction in theme parks. Hu, Kandampully, and Juwaheer [66] found that a high-quality service contributes to elevated guest satisfaction, ultimately resulting in loyalty.
Experience quality is a crucial indicator for measuring tourist satisfaction. However, there is limited research on evaluating tourist satisfaction and experience quality in the context of industrial heritage tourism. Consequently, this study presents the following hypotheses.
H5. 
Involvement positively influences tourist satisfaction.
H6. 
Peace of mind positively affects tourist satisfaction.
H7. 
Escapism positively impacts tourist satisfaction.
H8. 
Learning positively contributes to tourist satisfaction.

3.3. Tourist Satisfaction of the Relationship between Environmentally Responsible Behavior (ERB) and Destination Loyalty

Satisfactory ecotourism may lead to behavioral changes (Chiu et al. [53]). For example, satisfaction with services or activities can contribute to understanding ecological landscapes (Otto and Ritchie [41]). Tourists engaging in ecological activities are more likely to adopt responsible bio-conservation behaviors (Lopez-Mosquera and Sanchez [67]; Powell and Ham [68]; Ramkissoon, Smith, and Weiler [69]). In other words, tourist satisfaction can positively influence environmentally responsible behavior (Lee W.H. [70]).
Satisfaction is thought to be a driving factor in destination loyalty and revisiting intentions (Wu and Liang [71]; Chen and Chen [7]). Overall, satisfaction positively impacts customer destination loyalty (Wu and Liang [71]). Customer loyalty plays a motivating role in customer satisfaction (Oliver [60]; Bowen and Chen McCain [72]). Furthermore, satisfaction affects visitors’ recommendation behavior (Bigné, Sánchez, and Sánchez, 2001 [73]; Gursoy, Chen, and Chi [74]). Hence, the following hypotheses are proposed.
H9. 
Tourist satisfaction positively influences environmentally responsible behavior.
H10. 
Tourist satisfaction positively impacts destination loyalty.

3.4. Mediation Effect

There are studies on the relationship between experience quality and authentic experience in industrial heritage tourism. Consequently, the following hypotheses on mediating effects are proposed:
H11. 
Tourist satisfaction serves as a mediator in the relationship between environmentally responsible behavior and experience quality.
H12. 
Tourist satisfaction serves as a mediator in the relationship between destination loyalty and experience quality.

4. Methodology

4.1. The Research Site and Measurement

Nanjing Tangshan Quarry Park was selected as the case site. Situated in the renowned hot spring resort area, 40 km east of Nanjing City, Jiangsu Province, China, the park spans approximately 40 acres and boasts abundant mineral resources. The park has been accessible to the public since December 2018 (Figure 2). In addition to the mine pits, the park has leisure landscapes such as hiking trails and waterfalls. The park also contains appropriate operational projects, including catering, children’s playgrounds, and museums, many of which are transformed from previous mining workshops and equipment. These projects not only serve tourists but also provide funding for park management. Moreover, the park has developed a rich and colorful educational program, such as earth environment protection, mine seed of ecological restoration, and reborn abandoned mine pits. Therefore, conducting surveys on tourists at this park can provide academic and management value for this type of tourism nationwide.
Firstly, to ensure the validity and completeness of the questionnaire, this study adopted valid scales that have been tested in the existing literature in the field. Boorstin, D. [75], Carroll et al. [76], and Zatori et al. [77] identified seven items in authenticity experience. Altunel et al. [78], Kim [79], and Manthiou et al. [80] refined the experience quality. Five items derived from Zeithaml et al. [81] and Nawijn et al. [82] are utilized to assess the construct of tourist satisfaction. Environmentally responsible behavior primarily refers to the research of Cheng et al. [83], Steg, L. and Vlek, C. [84]; Smith-Sebasto, N. J. and D’Costa, A. [85]; and Thapa [58]. Destination loyalty is primarily adapted from the study by Vaidhyanath et al. [86] and Tung et al. [87].
Secondly, this study invited experts and doctoral students in tourism management to review and revise the translated questionnaire, who improved the initial questionnaire items based on the specific research context of this study. Meanwhile, based on the opinions of industry experts and scholars, some items in the questionnaire that were translated awkwardly, prone to ambiguity, or expressed unclearly were revised and adjusted. Finally, the questionnaire was pre-filled by more than ten family members and friends with different educational backgrounds, aiming to fully collect their feedback and suggestions to ensure that the language of the questionnaire was easy to understand and would not cause ambiguity or misunderstanding for the survey participants. On this basis, a final draft was formed and a large-scale questionnaire survey was conducted. This section comprises 41 questions, each featuring a 7-point Likert scale.

4.2. Data Collection and Analysis

The convenience sampling method, a non-probability sampling method, was used for the formal survey. Convenience sampling is easier to implement and has lower survey costs compared to other sampling methods. However, it also has the drawback of arbitrary determination of sample units. Therefore, in order to improve the accuracy of convenience sampling, researchers often choose to sample from communities that are more active and structurally complete. In this study, the formal survey selected the children’s playground area, dining area, and exit of Nanjing Tangshan Quarry Park to conduct questionnaires. This area is not only a necessary passageway for tourists to enter the scenic area, but also a place where visitors gather and the flow of people is high, especially during children’s playtime and when visitors are dining. Additionally, they have time to fill out the questionnaire, which increases the overall representativeness of the sample and the accuracy of the sampling. Data collection took place from 1 June to 15 August 2022. Out of the 466 questionnaires distributed, 459 were deemed valid, yielding an effectiveness rate of 98.5%. The questionnaires were primarily distributed randomly in the children’s play area, dining area, and exit. Four researchers, who received uniform training and understood the research objectives and requirements, administered the questionnaires to ensure data quality. Data analyses were performed using the SPSS 24.0 analytical tool. As for the demographics of the survey participants, females accounted for 53.6%, while males made up 46.4%. Concerning age, the largest proportion (33.8%) fell within the 25–34 age bracket. Regarding income, the most common per capita monthly earnings for tourists ranged from RMB 5001 to 10,000 (35.9%) (Table 1). More than half of the visitors had visited the park more than once, indicating that the majority of tourists were inclined to return.

5. Result

5.1. Reliability and Validity Analyses of Measurement Model

SPSS 24.0 was utilized to assess the reliability of the proposed dimensions within the dataset and to establish the internal consistency of each dimension (Table 2). Cronbach’s alpha values for AE, EQ (Involvement/Peace of mind/Escapism/Learning), TS, ERB, and DL were reported as 0.946, 0.895, 0.847, 0.733, 0.842, 0.895, 0.957, and 0.898, respectively. Moreover, the value of corrected item-total correlation (CITC) exceeded 0.5. Consequently, it can be concluded that the dimensions of the studied constructs exhibit a satisfactory level of reliability. Reliability and validity were examined using a confirmatory factor analysis (CFA). The value of corrected item-total correlation (CITC) was above 0.5, the CR value was greater than 0.6, and the average variance extracted (AVE) value for each dimension was above 0.5. As indicated in Table 3, the square root of each dimension’s AVE is higher than the correlation among latent variables, demonstrating a robust level of discriminant validity.

5.2. Structure Equation Model

The study employed AMOS 25.0 to test 10 hypotheses using the maximum likelihood method. The model fitting measure of the structural model was evaluated with χ2/df = 1.031, RMSEA = 0.008, CFI = 0.998, TLI = 0.998, and IFI = 0.998. Table 4 presents detailed indicators that reveal AE exerts a significant positive influence on Involvement/Peace of mind/Escapism/Learning, EQ has a significant positive impact on TS, and TS has a significant positive effect on ERB/DL. All hypotheses were supported with p > 0.05.

5.3. Mediation Effect

SPSS Process Model 4 was employed in this study to examine two hypotheses concerning the mediating role of constructs. The direct, indirect, and total effect were considered significant if they did not cross the 0 threshold within the 95% confidence interval.
As demonstrated in Table 5, tourist satisfaction acts as a mediator in the relationship between experience quality and environmental responsible behavior (ERB). Experience quality positively affects ERB and TS (β = 0.578, p < 0.001, β = 0.656, p < 0.001). EQ and TS positively impact ERB (β = 0.419, p < 0.001; β = 0.241, p < 0.001). The result of EQ→TS→DL indicates that experience quality positively influences DL and TS (β = 0.552, p < 0.001, β = 0.656, p < 0.001). EQ and TS positively affect DL (β = 0.408, p < 0.001, β = 0.219, p < 0.001). The data in Table 5 show that TS acts as a mediator in the relationship between EQ and DL.

6. Conclusions and Implications

6.1. Conclusions

Based on the findings of this study, the following conclusions can be drawn. Firstly, an authentic experience of industrial heritage can result in various levels of experience quality, which can be categorized into four primary dimensions: involvement, peace of mind, escapism, and learning. The empirical data indicate that an authentic experience has a positive impact on experience quality. Secondly, the study’s conclusion is consistent with the hypothesis that experience quality has a positive effect on TS and ERB. The results further demonstrate that EQ is the driving force behind TS, ERB, and DL and significantly influences tourist behavior. Thirdly, TS is a critical factor that influences tourist behavior, and high customer satisfaction is linked to a high EQ and AE. As per the research, TS plays a mediating role in the relationship between EQ and ERB/DL. In other words, TS serves as a significant incentive to improve tourists’ environmentally responsible behavior and increase their likelihood of repeat visits.

6.2. Theoretical Implications

This research has several theoretical implications.
Firstly, the study provides in-depth analyses of both AE and EQ. Prior research has focused on the impact of destination image on EQ without considering the effect of AE on EQ. With the growing importance of authenticity in tourism, governments are providing more legal protection for tourist resources. However, research on the impact of authenticity on EQ has been limited. Further supplementary methods are necessary to enhance the findings of this study. The effect of authenticity of tourism resources on the experience quality has not been extensively researched. This study fills a void in earlier experience quality research by examining the impact of authenticity on experience quality. Based on the prior studies, a comprehensive framework based on S-O-R theory was developed to investigate how visitors’ experience of the authenticity of industrial heritage leads to the development of ERB. The relationships between authenticity, experience quality, contentment, behavior that is environmentally responsible, and destination loyalty were further studied on the basis of earlier studies. We further reveal the mechanism of action among the variables, form an AE/EQ–TS–ERB/DL measurement model, and establish a comprehensive framework to explain how tourists generate environmentally responsible behavior and destination loyalty through their experiences of industrial heritage site authenticity by collecting information through a questionnaire survey at Nanjing Tangshan Quarry Park industrial heritage sites and conducting data analyses. This framework can promote sustainable development research and serve as a foundation for future research in this area.
Secondly, based on the maturity scales of prior studies as well as the actual circumstances, this study outlines the four components of experience quality, namely involvement, peace of mind, escape, and learning. According to empirical findings and data analyses, visitors’ experiences at industrial heritage tourism sites lead to a variety of personal experience characteristics, and these experience qualities are positively correlated with one another. There is not much research that has employed EQ as antecedents of TS, ERB, and DL and as an effector of visitors’ behavioral intention, according to a review of the literature. An empirical analysis of industrial heritage tourism sites in this study revealed that all four aspects of experience quality significantly increase visitor satisfaction, and all TS aspects strongly affect ERB and DL, supporting the hypothesized theory. It has been established that EQ influences visitors’ behavioral intentions and is a precursor to TS, ERB, and DL.
Thirdly, TS has always played a significant role in how tourists behave. The empirical results indicate that the relationship between EQ and ERB/DL is partially mediated by TS. The influence results of TS are studied, and DL and ERB are taken into account concurrently to lay some theoretical groundwork for the balanced development of tourism destinations with industrial heritage as a tourist attraction. This will help to achieve more social and economic benefits for tourist destinations. Through empirical research, it has been found that TS is positively correlated with higher levels of AE and EQ and that TS has a positive impact on both ERB and DL. The empirical results demonstrate that TS plays a mediating role between EQ and ERB, as well as EQ and DL. In other words, TS is an important motivational factor that not only enhances tourists’ ERB and willingness to revisit the park, but also encourages them to share positive tourism experiences with others. This study explores the importance of TS in tourist behavior and its mediating role. Given that TS has always played an important role in tourism, how to inspire tourists to achieve positive satisfaction has been a hot topic among researchers. This study provides necessary supplements to the existing literature on this topic. Therefore, it is increasingly crucial to study the theoretical basis of ERB/DL/TS to maximize the social and economic benefits.

6.3. Practical Implications

Regarding practice, this study proposes management implications for the sustainable development of industrial heritage tourism.
Firstly, it is crucial to make full use of AE resources and comprehensively enhance the quality of AE in the industry. The results demonstrate that TS can be further increased by stimulating both AE and EQ. In other words, as people’s thinking becomes more aligned with nature, their EQ in tourism increases. The design of the park scenic area is based on the theme of returning to nature and protecting the environment, whether it is the natural landscape for viewing or the consumer activities related to tourists such as catering, children’s play facilities, and recreational areas. In this case, this study suggests that similar tourist attractions need to be improved from two aspects. On the one hand, the design of scenic spots in the scenic area should focus on maintaining authenticity. Based on preserving the original landscape as much as possible, appropriate modifications should be made according to the overall environment to avoid excessive damage to the local environment caused by construction. Therefore, managers must prioritize the implementation of management rules that protect the natural environment, such as landscape design and dining entertainment. Specifically, the construction of unnecessary supporting facilities should be minimized to prevent damage to the environment caused by industrial heritage tourist attractions. Additionally, managers should proactively undertake environmental restoration efforts to prevent further environmental harm. In the short term, managers can consider giving some scenic spots a “rest” if the natural scenic area cannot be repaired. In the long term, this can improve the sustainable development capacity of industrial heritage tourist attractions. On the other hand, the scenic area can appropriately utilize emerging technologies such as virtual reality to simulate and reshape the ecological landscape of the scenic area before it was excessively exploited, allowing tourists to experience a contrast and enhance their emotional bonding with the environment. It should be noted that we cannot overly rely on emerging technologies and destroy tourists’ authentic experience of nature.
Secondly, reasonable use of EQ. In the increasingly competitive tourism industry, if tourism managers want to encourage positive behavior from tourists, they should pay attention to stimulating a high EQ among tourists and enhancing the promotion of industrial heritage tourism sites. For example, measures such as improving infrastructure construction, optimizing service quality, strengthening emotional and cognitive development within heritage tourism sites, and enhancing functionality can be taken to strengthen emotional and functional management of tourists, thereby effectively improving TS. In addition, by utilizing TS, it is possible to effectively promote DL and ERB. Therefore, this study suggests that park managers should regularly hold various special events (such as live concerts, specialty food festivals, family interactive games, etc.) to attract new and old tourists and provide a higher EQ. Furthermore, it is recommended that park managers record timely feedback from tourists on facility and project activities and use these feedback results to develop different marketing strategies. For example, park managers should immediately change or upgrade components that cannot provide positive or memorable experiences to prevent tourists’ EQ from declining. At the same time, managers should actively promote the park’s popular features and activities to maintain a positive EQ among tourists. Consequently, park managers can use smartphone applications, email, or websites to assess the quality of customer experience through a simple survey. Based on an in-depth investigation, parks can consider the needs of tourists to improve their services or facilities. This study believes that this timely feedback will greatly help to increase tourists’ EQ and enhance the park’s image. Therefore, improving tourist experience quality in industrial heritage tourism sites is an important issue for industrial heritage tourism site managers in sustainable development strategies.
Thirdly, tourist satisfaction comes from positive and high authenticity and experience quality. The study reveals that satisfaction plays a crucial mediating role in the relationship between EQ and ERB/DL. In other words, a high satisfaction can encourage customers to revisit the park and share their positive experiences with others. This implies that tourist satisfaction is a crucial factor in determining tourist behavior and can serve as a vital motivator for customers to share positive experiences and protect the environment. The study also suggests that tourist satisfaction is primarily driven by the originality of the attractions and the quality of the tourism experience. Visitors who have a lower-than-expected experience may never revisit the park. Therefore, park operators must employ various methods to improve visitor satisfaction. Additionally, it can also generate environmentally responsible behaviors to attract repeat customers and gain positive word-of-mouth recommendations and environmental responsibility behavior. On the one hand, the scenic area can better promote the importance of harmonious coexistence between people and nature by enhancing the fun of promoting the scenic area relative to its own situation, such as organizing some nature-related themed activities. On the other hand, the scenic area can also use negative examples to help tourists have a more intuitive understanding of the impact of human environmental behavior on ecology, such as producing videos that showcase ecological damage caused by human destruction. The outbreak of COVID-19 has led to a substantial proportion of tourists being local residents. In such cases, improving community services can effectively enhance the park’s TS. Specifically, quarry park employees can volunteer their services to the local community. Customer satisfaction increases when customers recognize the quarry park’s contribution to their community. Additionally, the quarry may offer coupons or other promotional activities to visitors. It is worth noting that park managers can maintain valuable services to control this aspect. Cities’ industrial heritage is a unique form of historical exhibition that documents the development of urban civilization and has a significant impact on temporal memory. Traditional unoccupied buildings are minor in comparison to contemporary urban building complexes because of the needs of the urban economy for development. People mostly learn about the past and present of cities through two-dimensional representations found in books, media, and other two-dimensional sources. However, two-dimensional memory is far less effective than three-dimensional recall of space. Furthermore, the artistic and cultural byproducts of industrial heritage partially make up for this shortcoming. Designing and distributing cultural and creative products allows for the effective communication of the distinctive symbols and cultural imprints of industrial heritage, promoting the historical culture and essential characteristics of the cities where they are located, enhancing residents’ and visitors’ sense of belonging and identification with the cities and simultaneously providing a sustainable material basis and support for industrial heritage tourism, making it a crucial endeavor.

6.4. Research Limitations and Future Studies

This study considers the authenticity experience in a quarry park as a one-dimensional construct of quality. Future research should consider multidimensional structures, including different perspectives on objective authenticity, existential authenticity, and constructive authenticity.
Additionally, due to policies such as the COVID-19 pandemic, the study’s respondents were predominantly from nearby cities, which limited the scope of data collection. Furthermore, the study focused on a single quarry park, which restricted the generalizability of the findings. Future research should increase the investigation and storage of data and collect more comprehensive samples of industrial heritage tourism in different regions to provide a broader perspective.
While this research examined the impact of experience quality on tourist behavior in industrial heritage tourism, future research could explore alternative mediation variables that could replace the current mediation variables, which would provide a better understanding of the relationship between tourist behavior and experience quality.
Moreover, there is limited research on the differences between first-time and repeat visitors in the industrial heritage tourism sector. Thus, future studies could examine the impact of these two distinct demographic groups to gain a better understanding of their influence on tourist behavior.

Author Contributions

Conceptualization, C.W. and T.Z.; methodology, C.W.; software, C.W. and T.Z.; validation, C.W. and T.Z.; formal analysis, C.W.; investigation, C.W.; resources, C.W.; data curation, C.W.; writing—original draft preparation, C.W.; writing—review and editing, C.W. and T.Z.; supervision, T.Z.; project administration, T.Z. All authors have read and agreed to the published version of the manuscript.

Funding

This research received no external funding.

Informed Consent Statement

Informed consent was obtained from all subjects involved in the study.

Conflicts of Interest

The authors declare no conflict of interest.

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Sustainability 15 08791 g001 550
Figure 1. Conceptual model.
Figure 1. Conceptual model.
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Figure 2. Scenery at the Nanjing Tangshan Quarry Park.
Figure 2. Scenery at the Nanjing Tangshan Quarry Park.
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Table
Table 1. Demographic Profile of the Respondents (n = 459).
Table 1. Demographic Profile of the Respondents (n = 459).
Variable n%
GenderMale21346.4%
Female24653.6%
Age18–248318.1%
25–3415533.8%
35–449620.9%
45–547817%
55–64327%
65 and above153.3%
EducationPrimary school or under286.1%
Middle school and high school10021.8%
Diploma17939%
Undergraduate10122%
Postgraduate or above5111.1%
Personal monthly incomeRMB 2000 and under7115.5%
RMB 2001–5000 12427%
RMB 5001–10,000 16535.9%
RMB 10,001–15,000 4710.2%
More than RMB 15,001 5211.3%
Previous visits to1 time19742.9%
Quarry Park2 times12727.7%
3 times9921.6%
Over 3 times367.8%
(1 USD = 7.17 RMB).
Table
Table 2. Results of the confirmatory factor analysis (n = 459).
Table 2. Results of the confirmatory factor analysis (n = 459).
Constructs/ItemsEstimateS.E.C.R.AVECR
Authenticity experience (AE)
The quarry park is excellently preserved.0.821 0.67360.9352
The destination’s resources are original.0.830.04621.177
Scenic locations devoid of visual interference are established.0.7990.04920.034
The park is based on the original design and is in concordance with surroundings.0.8550.04922.162
Incorporated facilities are designed and arranged to seamlessly blend with the overall environment.0.8170.04920.692
The quarry park elicits a genuine cultural experience.0.8080.04920.357
The quarry park has as a sense of its industrial past.0.8140.04920.56
Experience quality (EQ)
Involvement (INV)
The park’s environment help me cope with anything.0.804 0.65130.9033
While immersed in the park, I become utterly absorbed, momentarily forgetting all other concerns.0.8090.05319.397
The park evokes a sensation of being transported to an alternate realm. 0.8130.05319.537
Within its confines, the passage of time becomes a fleeting concept.0.8070.05519.328
The park’s environment makes me enjoy it.0.8020.05219.164
Peace of mind (PM)
The ambiance of the attraction is pleasant.0.839 0.69310.9003
The setting of the attraction is calming.0.8340.04521.387
The attraction situation gives peace of mind0.8210.04420.896
The park provides a setting that lets me feel very at ease.0.8360.04521.491
Escape (ESC)
I experience an escape from my daily routine activities.0.811 0.6635 0.8553
I am able to forget about my worries and work-related stress.0.7920.05118.276
I briefly am relieved from the storms of life.0.840.05319.578
Learnings (LEA)
I acquired extensive knowledge about industrial heritage.0.822 0.6606 0.8862
I gained an understanding of industrial heritage.0.8090.04719.822
Environmental protection activities increased my skills.0.8180.04820.129
The setting of the attraction is calming.0.8020.04719.58
Tourists’ Satisfaction (TS)
Overall, I am satisfied with the park.0.831 0.6681 0.9096
The park meets or exceeds my expectations.0.8040.04720.115
The quarry park and other similar parks have very obvious advantages compared to others.0.8310.04721.091
It is prudent for me to select this park as my destination for travel.0.8290.04621.038
Overall, my decision is appropriate.0.7910.04719.638
Environmentally responsible behavior (ERB)
I intend to deliberate on matters related to the environment with my companions.0.833 0.68060.9446
I will convince fellow travelers to protect the environment.0.8050.04620.827
I will try to protect environmental sanitation.0.8440.04722.476
I refrain from causing harm to the destination’s environment.0.840.04622.289
I will supervise the visitors to protect the environment.0.8120.04721.124
I abstain from inflicting damage upon the environment at the destination.0.8220.04621.534
I will let the cleaners know if I see litter.0.8260.04721.695
I am amenable to engaging in activities that promote environmental conservation.0.8170.04721.324
Destination loyalty (DL)
I am inclined to endorse this park to my colleagues.0.848 0.67330.9115
I am prepared to introduce this park to my associates.0.7990.04120.452
I am ready to convey favorable aspects of this park to others.0.8210.04421.293
I am amenable to revisiting this park on subsequent occasions.0.8120.04520.934
I am open to exploring this quarry park alongside my peers.0.8220.04221.362
Notes: AVE (average variance extracted), CR (construct reliability), C.R. (critical ratio), S.E. (standard error).
Table
Table 3. Correlations and discriminant validity.
Table 3. Correlations and discriminant validity.
AEINVPMESCLEATSERBDL
Authentic Experience (AE)1
Involvement (INV)0.431 **1
Peace of mind (PM)0.370 **0.641 **1
Escape (ESC)0.444 **0.658 **0.631 **1
Learning (LEA)0.426 **0.673 **0.697 **0.666 **1
Tourists’ satisfaction (TS)0.435 **0.568 **0.552 **0.527 **0.615 **1
Environmentally responsible behavior (ERB)0.348 **0.536 **0.470 **0.461 **0.516 **0.517 **1
Destination loyalty (DL)0.326 **0.489 **0.460 **0.479 **0.481 **0.487 **0.553 **1
** Correlation is significant at the 0.01 level (two-tailed).
Table
Table 4. Structure parameter estimates.
Table 4. Structure parameter estimates.
Hypothesis PathEstimateS.E.C.R.p-ValueResult
INV<---AE0.5360.05010.593***Support
PM<---AE0.4770.0569.495***Support
ESC<---AE0.5600.05310.762***Support
LEA<---AE0.5420.05510.725***Support
TS<---INV0.1770.0373.942***Support
TS<---PM0.1330.0422.8310.005Support
TS<---ESC0.3980.0418.076***Support
TS<---LEA0.2600.0435.578***Support
ERB<---TS0.5630.05711.038***Support
DL<---TS0.5450.06110.585***Support
Notes: *** p-value < 0.001.
Table
Table 5. Mediation effect.
Table 5. Mediation effect.
PathEffectsS.E.LLCIULCI Mediation
EQ→TS→ERBDirect0.48260.05680.37090.594272.6%Yes
Indirect0.18230.080.02830.345527.4%
Total0.66490.04390.57860.7512
EQ→TS→DLDirect0.46550.05790.35170.579473.9%Yes
Indirect0.16430.07890.0160.32526.1%
Total0.62990.04450.54230.7174
Notes: experience quality (EQ), tourists’ satisfaction (TS), environmentally responsible behavior (ERB), destination loyalty (DL), S.E. (standard error), LLCI and ULCI = lower and upper levels for confidence interval.
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Wei, C.; Zhang, T. Authenticity and Quality of Industrial Heritage as the Drivers of Tourists’ Loyalty and Environmentally Responsible Behavior. Sustainability 2023, 15, 8791. https://doi.org/10.3390/su15118791

AMA Style

Wei C, Zhang T. Authenticity and Quality of Industrial Heritage as the Drivers of Tourists’ Loyalty and Environmentally Responsible Behavior. Sustainability. 2023; 15(11):8791. https://doi.org/10.3390/su15118791

Chicago/Turabian Style

Wei, Chen, and Tao Zhang. 2023. "Authenticity and Quality of Industrial Heritage as the Drivers of Tourists’ Loyalty and Environmentally Responsible Behavior" Sustainability 15, no. 11: 8791. https://doi.org/10.3390/su15118791

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