Customer Behaviour in Response to Disaster Announcements: A Big Data Analysis of Digital Marketing in Hospitality

Dimitrios P. Reklitis (), Marina C. Terzi, Damianos P. Sakas and Christina Konstantinidou Konstantopoulou
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Dimitrios P. Reklitis: Business Information and Communication Technologies in Value Chains Laboratory (BICTEVAC LABORATORY), Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 11855 Athens, Greece
Marina C. Terzi: Business Information and Communication Technologies in Value Chains Laboratory (BICTEVAC LABORATORY), Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 11855 Athens, Greece
Damianos P. Sakas: Business Information and Communication Technologies in Value Chains Laboratory (BICTEVAC LABORATORY), Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 11855 Athens, Greece
Christina Konstantinidou Konstantopoulou: Hospitality and Tourism Management Department, BCA College, 205 Alexandra’s Avenue, 11523 Athens, Greece

Tourism and Hospitality, 2025, vol. 6, issue 2, 1-29

Abstract: In today’s hyperconnected world, disaster announcements—regardless of actual impact—can significantly shape consumer behaviour and brand perception in the hospitality sector. This study investigates how customers respond online to disaster-related signals, focusing on digital marketing activities by luxury hotels in Santorini, Greece. Drawing on a case study of the Santorini Earthquake in February 2025—during which the Greek government declared a state of emergency—we use big data analytics, including web traffic metrics, social media interaction and fuzzy cognitive mapping, to analyse behavioural shifts across platforms. The findings indicate that disaster signals trigger increased engagement, altered sentiment and changes in advertising efficiency. This study provides actionable recommendations for tourism destinations and hospitality brands on how to adapt digital strategies during crisis periods.

Keywords: digital marketing; big data; social media; crisis marketing; web analytics; DSS; FCM (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2025
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