The effect of different crisis communication channels

国際観光学研究センター（CTR）研究員、佐野 楓 准教授の共著論文が、観光研究の国際学術誌「Annals of Tourism Research」に掲載されました。

 

 

 

論文タイトル

The effect of different crisis communication channels

 

著者

Kaede Sano, Faculty of Tourism, Wakayama University, Wakayama, Japan

Hiroki Sano, College of Business Administration, Ritsumeikan University, Osaka, Japan

 

書誌事項

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

*Scopus収録ジャーナル

https://www.scopus.com/sourceid/30718?origin=sourceInfo&zone=refpointrank

 

要旨

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.

 

キーワード

Consumer-to-consumer crisis communication, Source credibility, Safety perception, Willingness to travel, Perceived risk