Caution under structure: Visually structured tourism service environments and conservative bias in customer satisfaction

2026-07-19

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Yufeng Xie

Jihao Hu *

DOI：10.1016/j.annals.2026.104259

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• Aesthetics in tourism servicescapes make a difference in customer satisfaction. • Visually structured environments render a conservative bias in satisfaction judgments. • This effect is driven by the activated prevention-oriented mindset. • This effect is mitigated by positive expectation disconfirmation.

Caution under structure: Visually structured tourism service environments and conservative bias in customer satisfaction

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