The effect of different crisis communication channels

Kaede Sano and Hiroki Sano

Annals of Tourism Research, 2019, vol. 79, issue C

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.

Keywords: Consumer-to-consumer crisis communication; Source credibility; Safety perception; Willingness to travel; Perceived risk (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:79:y:2019:i:c:s0160738319301616

DOI: 10.1016/j.annals.2019.102804

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