The effect of different crisis communication channels
公開日 2019年11月06日
国際観光学研究センター（CTR）研究員、佐野 楓 准教授の共著論文が、観光研究の国際学術誌「Annals of Tourism Research」に掲載されました。
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論文タイトル
The effect of different crisis communication channels
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著者
Kaede Sano, Faculty of Tourism, Wakayama University, Wakayama, Japan
Hiroki Sano, College of Business Administration, Ritsumeikan University, Osaka, Japan
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書誌事項
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
*Scopus収録ジャーナル
https://www.scopus.com/sourceid/30718?origin=sourceInfo&zone=refpointrank
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要旨
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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キーワード
Consumer-to-consumer crisis communication, Source credibility, Safety perception, Willingness to travel, Perceived risk
