How does destination crisis event type impact tourist emotion and forgiveness? The moderating role of destination crisis history
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Date
2023
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Publisher
Elservier
Abstract
Drawing on attribution theory and situational crisis communication theory, this study investigates how destiĀ
nation crisis events impact tourist sympathy, anger, and intentions of forgiveness in four experiments. It also
examines the moderating effects of destination crisis history (none vs. similar vs. dissimilar). The results of Study
1 and Study 2 revealed that external crisis events cause more sympathy and tourist forgiveness than internal
ones, but less anger. They also indicated that sympathy and anger play a mediating role in destination crisis
events and tourist forgiveness. The results of Study 3 and Study 4 revealed that destination crisis history predicts
the impact of crisis events on tourist emotion and forgiveness. In particular, when there is no destination crisis
history or similar crisis history, an external crisis event will garner more sympathy and forgiveness than an
internal crisis event. These findings provide theoretical and practical implications for destination crisis
management.
Description
Tourism Management 94 (2023)
Keywords
Destination crisis event,Sympathy,Anger,Tourist forgiveness,Destination crisis history