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The effect of different crisis communication channels

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  • Sano, Kaede
  • Sano, Hiroki

Abstract

This study examines the effect of consumer-to-consumer crisis communication on consumers' safety perception and willingness to travel by comparing consumer-to-consumer communication with business-to-consumer crisis communication in a natural disaster context. The results reveal that consumer-to-consumer crisis communication effectively increases consumers' safety perception and willingness to travel by the equal degree as business-to-consumer communication does for groups with a high perceived risk. The findings also indicate that consumer-to-consumer crisis communication strongly affects consumers' decision-making process in a situation with a low perceived risk. This study extends knowledge of the classic crisis communication theory to a new era and practically contributes to organizations by shedding light on the effect of consumer-to-consumer crisis communication.

Suggested Citation

  • Sano, Kaede & Sano, Hiroki, 2019. "The effect of different crisis communication channels," Annals of Tourism Research, Elsevier, vol. 79(C).
    • Handle: RePEc:eee:anture:v:79:y:2019:i:c:s0160738319301616
    DOI: 10.1016/j.annals.2019.102804
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    References listed on IDEAS

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    Cited by:

    1. Bui, Huong T. & Saito, Hiroaki, 2022. "Resource convergence for post disaster recovery," Annals of Tourism Research, Elsevier, vol. 93(C).
    2. Wanshan Wu & Qingyi Su & Chunding Li & Cheng Yan & Giray Gozgor, 2020. "Urbanization, Disasters, and Tourism Development: Evidence from RCEP Countries," Sustainability, MDPI, vol. 12(3), pages 1-14, February.
    3. Feng, Wenting & Liu, Yizhuo & Li, Dongmei, 2022. "Emotional or rational? The congruence effect of message appeals and country stereotype on tourists' international travel intentions," Annals of Tourism Research, Elsevier, vol. 95(C).
    4. Weina Liu & Chaonan Xu & Yajie Peng & Xinlong Xu, 2023. "Evolution of Tourism Risk Communication: A Bibliometric Analysis and Meta-Analysis of the Antecedents of Communicating Risk to Tourists," Sustainability, MDPI, vol. 15(12), pages 1-31, June.

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