The effect of different crisis communication channels
公開日 2019年11月06日
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