Turn it around in crisis communication: An ABM approach

Xueting Zhai, Dixi Zhong and Qiuju Luo

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

Abstract: Collective emotion recovery has been a challenge in destination crisis communication in social media environments. This exploratory study adopts agent-based modeling (ABM) to simulate collective emotion online sharing induced by tourism-related human-induced preventable crises, and its interplay with destination management organization (DMO) responses in a Chinese social media context. The results show that a tipping point of negative emotional outbursts exists. Public negative emotions could possibly be mitigated by positive and detailed responses before or at the time of the outburst. Otherwise, sustained and consistent responses are required for restoration. This study contributes to tourism crisis communication research by introducing a new method to reveal the evolution of secondary crisis communication from a complex system view and provide practical implications.

Keywords: Collective emotional sharing; Secondary crisis communication; DMOs response; Emotional recovery; Destination resilience; Agent-based modeling (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:79:y:2019:i:c:s0160738319301641

DOI: 10.1016/j.annals.2019.102807

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