Exploring the host-Guest interaction in tourism crisis communication

Abstract

The purpose of this study was to explore the host–guest interaction in tourism crisis communication. Guided by a practice-based approach, our study used the recent event of the 2018 Florida Red Tide as the context. It explored both visitors’ and residents’ information-acquiring and sharing practices in crisis communication. A total of 969 potential visitors and 460 Florida residents were surveyed, respectively. The findings of our study show that visitors preferred residents as their primary information sources in the crisis communication process. Repeat visitors who have no children and are the primary decision-maker are more likely to rely on residents for risk information than first-time visitors. The results further indicate that most respondents in the resident sample have shared Red Tide information with visitors through various channels. Knowledge and social identity influenced their information-sharing behaviour. The findings suggest that residents can act as risk insiders in tourism crisis communication. A new research direction involving the guest–host interaction in tourism crisis management is proposed. This study offers practical implications for promoting effective risk and crisis communication in destinations and incorporating residents in tourism crisis communication and management.