Browsing by Subject "crisis communication"

Now showing 1 - 3 of 3
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    Cruise Line Customers’ Responses to Risk and Crisis Communication Messages: An Application of the Risk Perception Attitude Framework
    (Sage, 2018) Liu-Lastres, Bingjie; Schroeder, Ashley; Pennington-Gray, Lori; Tourism, Conventions, and Event Management, School of Health and Human Sciences
    The main purpose of this study was to test cruise line customers’ responses to risk and crisis communication messages addressing health-related incidents on cruise ships. This study used norovirus infections as the context and the Risk Perception Attitude framework as the conceptual foundation. An experiment was conducted to test how communication messages affected cruise line customers’ information search behavior, safety perceptions, and cruise travel intentions. A total of 240 responses were included and analyzed. The results revealed group differences on the three outcome variables. The results also showed that safety perceptions mediated the relationship between participants’ RPAs and cruise travel intentions. Based on the findings, this study provided practical implications on how to develop effective risk and crisis communication messages. This study also highlighted the need for more empirical and theory-driven research in the area of tourism crisis communication.
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    Hotel crisis communication on social media: Effects of message appeal
    (Taylor & Francis, 2022-08-05) Liu-Lastres, Bingjie; Guo, Yueying; Liu, Hongbo; Tourism, Event & Sport Management, School of Health and Human Sciences
    The hotel industry is vulnerable to various external crises, such as the recent COVID-19 pandemic. Social media is one of the primary platforms for hotel crisis communication. Accordingly, this study adopted the perspective of message appeal and tried to develop effective hotel crisis communication messages. An online experiment was conducted where 260 Chinese customers were included. The results showed that emotional-appeal messages are more effective in attracting customers for luxury hotels, while functional-appeal messages are more suitable for economic hotels. The results also showed that perceived safety mediated the relationship between the message appeal and booking intentions and that this mediating relationship is moderated by the hotel type. This study further discussed theoretical and practical implications.
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    Learning from past crises: Evaluating hotels’ online crisis responses to health crises
    (Sage, 2020-07) Liu-Lastres, Bingjie; Kim, Hany; Ying, Tianyu; Tourism, Conventions, and Event Management, School of Physical Education and Tourism Management
    Organizational learning is an important function of tourism crisis management. By examining and evaluating hotels’ responses to the 2010 bed bug crisis on social media, the purpose of this study was to provide insights into how to establish effective crisis responses. Situational crisis communication theory was used as the theoretical framework and a total of 136 management responses were included in the sample. Content analysis and co-occurrence analysis were conducted. The results revealed a learning curve of crisis management for hotels. Enhancing and Bolstering were the most commonly used strategies within the sample. Further analysis showed the inconsistencies between hotels’ crisis response strategies and the situational crisis communication theory guidelines, where instructing information were seldom included. Based on the findings, this study discussed the importance of creating effective crisis responses and future research directions.