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.

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Title

The effect of different crisis communication channels

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Authors

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

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

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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

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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.

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Key words

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