Critical events in the tourism industry: factors affecting the future intention to take a cruise

Lara Penco · Giorgia Profumo · Marco Remondino · Carolina Bruzzi

26 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Cruise Tourism Development and Management Diverse Aspects of Tourism Research Public Relations and Crisis Communication

Abstract

Purpose In recent years, critical events have heavily affected the cruise industry. Such events may variously influence customers’ intention to take a cruise in the future depending on different factors. This paper aims to study such factors, in particular the emotions related to the event, the prior corporate reputation and the use of social media in the corporate communication strategies followed during the crisis. Design/methodology/approach The study is based on the development of a structured questionnaire submitted online via blogs and other social media. Overall, 572 cruiser opinions were used to test five research hypotheses by performing logistic regression analysis. Findings The degree of anger increases the likelihood of a critical event influencing the intention to take a cruise in the future. On the contrary, a former excellent corporate reputation reduces that likelihood and the high importance placed by potential customers on information about the critical event transmitted via social media does not have any influence. Practical implications The study has several managerial implications, as it identifies and analyses the variables cruise company managers should consider when dealing with critical events. Originality/value Despite the relevance of this topic, no studies have yet focused on how (and by which factors) a critical event may influence customers’ intention to take a cruise in the future.

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References

1985An attributional theory of achievement motivation and emotion.2007Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory 2013Emotions and Information Diffusion in Social Media—Sentiment of Microblogs and Sharing Behavior 2004Corporate social responsibility and consumers' attributions and brand evaluations in a product–harm crisis 2001Towards a framework for tourism disaster management 2002Helping Crisis Managers Protect Reputational Assets 2000Impact of Product-Harm Crises on Brand Equity: The Moderating Role of Consumer Expectations 1995Choosing the Right Words

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