The effect of different crisis communication channels
公開日 2019.11.06
A co-authored paper written by CTR researcher, Dr. Kaede Sano has been published in Annals of Tourism Research.
Title
The effect of different crisis communication channels
Authors
Kaede Sano, Faculty of Tourism, Wakayama University, Wakayama, Japan
Hiroki Sano, College of Business Administration, Ritsumeikan University, Osaka, Japan
Source
Annals of Tourism Research
Volume 79, November 2019
DOI: https://doi.org/10.1016/j.annals.2019.102804
https://www.sciencedirect.com/science/article/pii/S0160738319301616
*Indexed in Scopus
Source details: https://www.scopus.com/sourceid/30718?origin=sourceInfo&zone=refpointrank
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.
Key words
Consumer-to-consumer crisis communication, Source credibility, Safety perception, Willingness to travel, Perceived risk