Risk perception and crisis communication during the Covid-19 pandemic: Analysis based on Twiter hashtags

This research evaluates response strategies to crisis communication, in terms of perceived risks, in organizations during the Covid-19 pandemic by studying the main discussion topics in social media. The data was collected from Twitter between March and April 2020. By using big data software, a total number of 3559255 tweets in different languages were extracted worldwide from Twitter API of popular hashtags on the Covid-19 pandemic. The data processing was carried out through the association of terms in order to identify patterns and relationships in the discussion topics. The results indicate that the relationships of the terms "crisis" and "risks" were statistically significant with seven important topics for businesses, users, and consumers: "business", "economic and financial", "social"," health"," work"," family" and "government";and in turn these seven topics are related to other terms related to the impact of the crisis, the response to the crisis, aid, the watch out, and support. This research has implications for the situational crisis communication theory by showing that in situations with high perceived risk, such as the Covid-19 pandemic crisis, the use of crisis response strategies predominates in organizations. This research also has implications for managers who can use crisis response strategies to rebuild their reputation and avoid market losses, thus helping to reduce the effects of unpredictable crisis situations.

Perceived Value in Sustainable Coastal and Marine Destinations: A Study of Jacó in Costa Rica

Perceived value influences the future behavior of tourists in sustainable coastal destinations, and thus is crucial for the elaboration of development plans. This study aims to: (i) identify the dimensions of the perceived value of demand in a coastal and marine destination;(ii) determine the dimensions of the perceived value that predict the satisfaction of the demand of a coastal and marine destination;and (iii) establish the dimensions of perceived value that predict loyalty variables such as return, recommendation, and saying positive things about a coastal and marine destination. This research was carried out in Jacó, a sustainable tourist destination on the Pacific Ocean coast located in the Central American country of Costa Rica. The sample collection was carried out on-site in June 2021 during the COVID-19 pandemic. This quantitative study used a sample of 304 valid questionnaires. Factor analysis and the multiple regression method were performed for data analysis. The results show three dimensions in the perceived value, namely, the emotional and functional value, the social value, and the economic value. The emotional and functional dimension is the most important predictor of satisfaction and loyalty in variables such as return, recommendation, and saying positive things about a coastal and marine destination. The results can serve as a management guide for managers of coastal and marine destinations and as information for service providers to develop products according to demand. © 2022 by the authors.