Sample Characteristics (n = 322).

Customer tolerance behavior actively sustains harmonious host–guest relationships and strengthens homestay reputations. Drawing on social cognition theory and attribution theory, this study investigates how interpersonal interaction shapes customer tolerance behavior in homestay services and examines whether stay duration moderates these effects. Using survey data from 322 homestay customers collected via the Credamo platform, we test the mechanisms linking interaction quality, motivational attribution, and tolerance. Our findings reveal that interpersonal interaction significantly enhances customer tolerance behavior. Specifically, interaction encourages customers to attribute altruistic rather than self-interested motives to hosts, and these attributions mediate the effect of interaction on tolerance. Although stay duration amplifies the direct effect of interaction on tolerance, it does not significantly moderate the link between interaction and motivational attribution. These findings clarify the psychological processes driving tolerance in homestay contexts and highlight the importance of cultivating positive host–guest interactions to build service resilience.

顾客包容行为可有效维系和谐的主客关系，并提升民宿（homestay）的声誉。本研究依托社会认知理论（social cognition theory）与归因理论（attribution theory），探讨了人际互动如何塑造民宿服务场景中的顾客包容行为，并检验了住宿时长对上述效应的调节作用。本研究通过Credamo平台收集了322名民宿顾客的调研数据，以此检验互动质量、动机归因与包容行为之间的作用机制。研究结果揭示，人际互动可显著提升顾客包容行为。具体而言，人际互动会促使顾客将房东的动机归为利他性而非利己性，且此类归因在互动对包容行为的影响中发挥中介作用。尽管住宿时长会强化人际互动对包容行为的直接效应，但并未显著调节人际互动与动机归因之间的关联。本研究结果厘清了民宿场景下顾客包容行为背后的心理过程，并强调了培育积极主客互动以构建服务韧性（service resilience）的重要性。