Effect of Risk Message Framing on Tourists' Travel Intention: Roles of Resilience and Impulsivity

The effect of risk message framing on travel intention requires more empirical investigations in long-term high-risk situations like the current COVID-19 pandemic. Based on frame theory, this study employed an experimental design to examine how two contrasting approaches of COVID-19 risk message framing (amplifying vs. attenuating) affected post-pandemic travel intention via the mediation of perceived safety and travel fear, and how resilience and impulsivity as tourist traits moderate these relationships. Survey results based on 481 responses revealed that: (1) risk messages significantly predicted tourists' perceived safety, travel fear, and travel intention;(2) tourists' perceived safety and travel fear mediated the effects of risk messages on travel intention;(3) while resilience moderated the effects of message framing on perceived safety and travel intention, impulsivity only moderated the effect of message framing on travel fear. The study provides a theoretical basis and practical implications for destination risk communications.

Hotel employee perceived crisis shocks: Conceptual and scale development

Limited research assesses the impacts of crises on hotels from the individual employee perspective, and hotel employee perceived crisis shocks (HEPCS) lack empirical investigation and scale development. This mixed-method research conceptualized HEPCS and validated a measurement scale for HEPCS through three studies. In Study 1, 99 employees from 24 hotels were interviewed. The results showed that HEPCS was composed of the six dimensions of perceived shock: performance, task, occupation, mental, health, and family and life. In Study 2, the initial measurement items for HEPCS were generated, and 313 valid responses were collected for exploratory factor analysis. Study 3 had 931 valid respondents whose data were collected for confirmatory factor analysis and validation of the factor structure generated in Study 2. This research provides a new perspective and valid measurement scale for hotel crisis impact research as well as a theoretical basis for the establishment of hotel crisis response strategies. (PsycInfo Database Record (c) 2023 APA, all rights reserved)

The effect of hotel employee resilience during COVID-19: The moderation role of perceived risk and challenge stressors.

The effect of hotel employee resilience during major crises lacks sufficient empirical investigation. This research aimed to develop a conceptual model of hotel employee resilience effects on turnover intentions and service quality with belief restoration as mediation and challenge stressors and perceived risk as moderation variables. A questionnaire survey was conducted with 28 star-rated hotels (including two 3-star, fifteen 4-star, and eleven 5-star hotels) in southeastern, northeastern, central, and western China against the background of the COVID-19 pandemic, and with operational (e.g., front office, food and beverage, housekeeping) and administrative (e.g., human resource, sales, finance) departments. A total of 1318 valid questionnaires were collected. The results showed that: (1) employee resilience predicted employee service quality positively and turnover intentions negatively; (2) belief restoration partially mediated the impact of employee resilience on service quality and turnover intentions; and (3) perceived risk and challenge stressors had diverse moderation effects (e.g., U-shaped, linear) in the impacts of resilience, and they were important external and internal situational factors that influenced the impact of employee resilience. This research revealed the effects and situational conditions of hotel employee resilience during a major crisis, which provides a theoretical basis for establishing hotel crisis response strategies.

"Horrible cruise": a frame analysis of tourism crisis on social media

The tourism crisis communication on social media is an important task in the crisis management of tourism destinations. It affects crisis development and determines whether the crisis will evolve into a public opinion crisis or a tourism market crisis. However, there is limited systematical frame analysis in this field. Based on the Frame Theory, this paper identified the analysis structure of the tourism crisis communication on social media, as well as the dynamic response relationship between the public crisis and media crisis frames. Taking the COVID-19 outbreak on the Diamond Princess as a case, this paper collected 54 229 Weibo comments using data collectors. Besides, analysis techniques such as crisis keywords extraction, identification of hot topics of public concern, and vector autoregression(VAR)model construction were adopted. The results showed that the tourism crisis communication on social media had a life cycle. It can be divided into such four stages as hot discussion, containment, mitigation, and dissipation in light of the crisis life cycle theory, key events, and the timing characteristics of the volume of topics of public concern. In addition, this paper also identified two crisis subject frames and nine crisis information frames. Specifically, the former included the media crisis frame and the public crisis frame, and the latter contained frames of conflict, human touch, morality, economy/consequence, responsibility attribution, response, fact, analogy/understanding, and knowledge. These crisis frames are mutually restricted and interacted, and respond to each other, which provides a panorama of the communication framework and basic facts of the crisis. Moreover, topics of public concern were diversified in the public crisis, and the public and media crisis communication showed obvious differences in public opinion intensity and evolution. To be specific, the crisis frame constructed by the public during the hot discussion stage was dominated by the human touch. This was to arouse the public's emotional resonance and prompt them to make moral evaluations, analogies, and associations, as well as become empathetic. Then, the constructed frame was dominated by fact while mixed with individual emotions and moral evaluations. During the dissipation stage, it focused on the economy/consequence. The crisis frames constructed by the media focused on two core topics of fact and response and had a strong demand for responsibility attribution during the containment stage. Furthermore, the volume of public opinions had a one-way dynamic impact on the media crisis coverage, highlighting the role of social media in public crisis communication. This paper conducted a frame analysis of tourism crisis communication on social media, providing a new direction and theoretical perspective for tourism crisis communication research. Also, this paper examined the effect of public opinion on media crisis coverage from the perspective of the public opinion volume and provided empirical support for analyzing the dynamic impact of the public crisis frame on the media crisis frame in the social media context. In terms of crisis management, this paper provided strategic guidance for tourism destinations to monitor public opinion, set crisis communication agenda, and promote tourism recovery.

Effect of Risk Message Framing on Tourists’ Travel Intention: Roles of Resilience and Impulsivity

The effect of risk message framing on travel intention requires more empirical investigations in long-term high-risk situations like the current COVID-19 pandemic. Based on frame theory, this study employed an experimental design to examine how two contrasting approaches of COVID-19 risk message framing (amplifying vs. attenuating) affected post-pandemic travel intention via the mediation of perceived safety and travel fear, and how resilience and impulsivity as tourist traits moderate these relationships. Survey results based on 481 responses revealed that: (1) risk messages significantly predicted tourists? perceived safety, travel fear, and travel intention;(2) tourists? perceived safety and travel fear mediated the effects of risk messages on travel intention;(3) while resilience moderated the effects of message framing on perceived safety and travel intention, impulsivity only moderated the effect of message framing on travel fear. The study provides a theoretical basis and practical implications for destination risk communications.

Hotel employee perceived crisis shocks: Conceptual and scale development

Limited research assesses the impacts of crises on hotels from the individual employee perspective, and hotel employee perceived crisis shocks (HEPCS) lack empirical investigation and scale development. This mixed-method research conceptualized HEPCS and validated a measurement scale for HEPCS through three studies. In Study 1, 99 employees from 24 hotels were interviewed. The results showed that HEPCS was composed of the six dimensions of perceived shock: performance, task, occupation, mental, health, and family and life. In Study 2, the initial measurement items for HEPCS were generated, and 313 valid responses were collected for exploratory factor analysis. Study 3 had 931 valid respondents whose data were collected for confirmatory factor analysis and validation of the factor structure generated in Study 2. This research provides a new perspective and valid measurement scale for hotel crisis impact research as well as a theoretical basis for the establishment of hotel crisis response strategies.

The Matching Effect of Destinations’ Crisis Communication

The match between destinations? crisis communication sources and crisis types, and their impacts on tourists? travel intentions, has not yet been investigated. This research explored the effect of destinations? crisis communication on tourists? travel intentions based on different crisis types (i.e., victimized and preventable crises) and communication sources (i.e., from the government, businesses, and other tourists). Results showed that crisis type had a matching effect on the impact process of crisis communication sources on tourists? travel intentions. In addition, the mediation effects of tourists? heuristic processing and perceived safety on destinations? crisis communication?tourists? travel intentions were confirmed. This study uncovered a matching effect of destinations? crisis communication sources and crisis types. Results offer valuable theoretical and practical implications regarding destinations? crisis communication agendas, crisis communication systems, and strategies for alleviating negative consequences of crises.

Responding to a major global crisis: The effects of hotel safety leadership on employee safety behavior during COVID-19

Purpose: The purpose of this paper is to examine the effect of hotel safety leadership on employee safety behavior during the COVID-19 pandemic, and the mediation role of belief restoration and the moderation role of perceived risk between safety leadership and behavior were also investigated. Design/methodology/approach: The COVID-19 outbreak served as the background for a questionnaire survey of 23 hotels in China with 1,594 valid responses being received. The statistical analysis techniques used were exploratory and confirmatory factor analysis, correlation analysis, structural equation modeling and hierarchical regression. Findings: The results showed that: hotel safety leadership positively affected employee safety behavior (compliance, participation and adaptation);belief restoration partially mediated the influence of safety leadership on safety behavior;and perceived risk negatively moderated the direct effect and the mediation effect of "safety leadership - belief restoration - safety behavior." Research limitations/implications: The main limitation was that the questionnaires were collected with the same measurement system within a certain period of time (cross-sectional design). Then, future research should test and expand this conceptual model in different crises, business fields, theoretical orientation and cultural backgrounds. Practical implications: Hotels should develop management strategies based on safety leadership and motivate and promote employee safety behavior from the four aspects of safety coaching, care, motivation and control. Originality/value: This investigation expanded the research on the effectiveness of safety leadership and especially with respect to safety in the hospitality industry during a major global crisis. Also, the research conceptual model and variables contained therein are original contributions to the hospitality research literature. (PsycInfo Database Record (c) 2021 APA, all rights reserved)