The effect of different crisis communication channels

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