Drawing on attribution theory and situational crisis communication theory, this study investigates how destination 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.
National Natural Science Foundation of China
Anger, Destination crisis event, Destination crisis history, Sympathy, Tourist forgiveness
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This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Hospitality, Tourism, and Event Management
Lujun Su, Lin Pan, and Yinghua Huang. "How does destination crisis event type impact tourist emotion and forgiveness? The moderating role of destination crisis history" Tourism Management (2023). https://doi.org/10.1016/j.tourman.2022.104636