Li, S., Wang, Y. orcid.org/0000-0003-1575-0245, Filieri, R. et al. (1 more author) (2022) Eliciting positive emotion through strategic responses to COVID-19 crisis: evidence from the tourism sector. Tourism Management, 90. 104485. ISSN 0261-5177
Abstract
While social media are effective means of communicating with adverse customer emotions during a crisis, it remains unclear how tourism organisations can respond to pandemic crisis on social media to prevent negative aftermaths. Using a set-theoretical approach, we investigate how COVID-19 response strategies and linguistic cues of responses are intertwined to evoke positive emotions among consumers. This study entails a qualitative content analysis of tourism organisations' COVID-19 announcements and a social media analytics approach that captures consumers’ emotional reactions to these announcements via their Twitter replies. Our results extend some well-established findings in the tourism crisis literature by suggesting that combining innovative response strategy, argument quality, and assertive language can reinforce positive emotions during the COVID-19 crisis. Taking organisational characteristics into consideration, we suggest that young established hotels utilize innovative response strategies, whereas retrenchment response strategies for all types of restaurants should be avoided during the COVID-19 crisis.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2021 Elsevier Ltd. This is an author produced version of a paper subsequently published in Tourism Management. Uploaded in accordance with the publisher's self-archiving policy. Article available under the terms of the CC-BY-NC-ND licence (https://creativecommons.org/licenses/by-nc-nd/4.0/). |
Keywords: | Coronavirus (COVID-19); Tourism crisis communication; Crisis response; Signalling theory; Consumer emotion; Social media analytics; Content analysis; fsQCA |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 05 Jan 2022 17:35 |
Last Modified: | 31 Dec 2023 01:13 |
Status: | Published |
Publisher: | Elsevier |
Refereed: | Yes |
Identification Number: | 10.1016/j.tourman.2021.104485 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:181931 |
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Filename: COVID-19 response_TM Manuscript_Final.pdf
Licence: CC-BY-NC-ND 4.0