IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v54y2016icp209-220.html
   My bibliography  Save this article

Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident

Author

Listed:
  • Breitsohl, Jan
  • Garrod, Brian

Abstract

Studies of how tourists react to unethical incidents in destinations are scarce. Based on an online survey (n = 1350) and grounded in cognitive appraisal theory, this study examines people's reactions to a hypothetical breach of ethics at a tourism destination. Results from a structural equation model suggest that the more severe the incident and the greater the attribution of responsibility to agencies within the destination, the more likely it is that an individual will develop hostile emotions toward the destination. The tourist may then decide to avoid the incident emotionally or to spread negative word of mouth (WOM) about it. The study also highlights the importance of a positive destination image in reducing hostile emotions during such incidents. Moreover, tourists will be more likely to re-visit a destination if they choose to avoid engaging emotionally with an unethical incident and less likely to do so if they spread negative WOM.

Suggested Citation

  • Breitsohl, Jan & Garrod, Brian, 2016. "Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident," Tourism Management, Elsevier, vol. 54(C), pages 209-220.
    • Handle: RePEc:eee:touman:v:54:y:2016:i:c:p:209-220
    DOI: 10.1016/j.tourman.2015.11.004
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517715300406
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2015.11.004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Sweetin, Vernon H. & Knowles, Lynette L. & Summey, John H. & McQueen, Kand S., 2013. "Willingness-to-punish the corporate brand for corporate social irresponsibility," Journal of Business Research, Elsevier, vol. 66(10), pages 1822-1830.
    2. Yuksel, Atila & Yuksel, Fisun & Bilim, Yasin, 2010. "Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty," Tourism Management, Elsevier, vol. 31(2), pages 274-284.
    3. Žabkar, Vesna & Brenčič, Maja Makovec & Dmitrović, Tanja, 2010. "Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level," Tourism Management, Elsevier, vol. 31(4), pages 537-546.
    4. Cleeren, K. & Dekimpe, M.G. & Helsen, K., 2008. "Weathering product-harm crises," Other publications TiSEM 283b51f8-dd35-4a10-930a-8, Tilburg University, School of Economics and Management.
    5. Hoffmann, Stefan & Müller, Stefan, 2009. "Consumer boycotts due to factory relocation," Journal of Business Research, Elsevier, vol. 62(2), pages 239-247, February.
    6. repec:cup:judgdm:v:8:y:2013:i:2:p:161-173 is not listed on IDEAS
    7. Ronald Sims, 2009. "Toward a Better Understanding of Organizational Efforts to Rebuild Reputation Following an Ethical Scandal," Journal of Business Ethics, Springer, vol. 90(4), pages 453-472, December.
    8. Bagozzi, Richard P, 1983. "Issues in the Application of Covariance Structure Analysis: A Further Comment," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(4), pages 449-450, March.
    9. Dutta, Sujay & Pullig, Chris, 2011. "Effectiveness of corporate responses to brand crises: The role of crisis type and response strategies," Journal of Business Research, Elsevier, vol. 64(12), pages 1281-1287.
    10. Chen, Ching-Fu & Phou, Sambath, 2013. "A closer look at destination: Image, personality, relationship and loyalty," Tourism Management, Elsevier, vol. 36(C), pages 269-278.
    11. Lerner, Jennifer & Han, Seunghee & Keltner, Dacher, 2007. "Feelings and Consumer Decision Making: Extending the Appraisal-Tendency Framework," Scholarly Articles 37143006, Harvard Kennedy School of Government.
    12. Hirotugu Akaike, 1987. "Factor analysis and AIC," Psychometrika, Springer;The Psychometric Society, vol. 52(3), pages 317-332, September.
    13. Luce, Mary Frances, 1998. "Choosing to Avoid: Coping with Negatively Emotion-Laden Consumer Decisions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 409-433, March.
    14. Sen, Sankar & Gurhan-Canli, Zeynep & Morwitz, Vicki, 2001. "Withholding Consumption: A Social Dilemma Perspective on Consumer Boycotts," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 399-417, December.
    15. Zourrig, Haithem & Chebat, Jean-Charles & Toffoli, Roy, 2009. "Consumer revenge behavior: A cross-cultural perspective," Journal of Business Research, Elsevier, vol. 62(10), pages 995-1001, October.
    16. Faullant, Rita & Matzler, Kurt & Mooradian, Todd A., 2011. "Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience," Tourism Management, Elsevier, vol. 32(6), pages 1423-1430.
    17. James C. Ward & Amy L. Ostrom, 2006. "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(2), pages 220-230, July.
    18. Alvarez, Maria D. & Campo, Sara, 2014. "The influence of political conflicts on country image and intention to visit: A study of Israel's image," Tourism Management, Elsevier, vol. 40(C), pages 70-78.
    19. Grappi, Silvia & Romani, Simona & Bagozzi, Richard P., 2013. "Consumer response to corporate irresponsible behavior: Moral emotions and virtues," Journal of Business Research, Elsevier, vol. 66(10), pages 1814-1821.
    20. Meleddu, Marta & Paci, Raffaele & Pulina, Manuela, 2015. "Repeated behaviour and destination loyalty," Tourism Management, Elsevier, vol. 50(C), pages 159-171.
    21. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    22. Bynum Boley, B. & Magnini, Vincent P. & Tuten, Tracy L., 2013. "Social media picture posting and souvenir purchasing behavior: Some initial findings," Tourism Management, Elsevier, vol. 37(C), pages 27-30.
    23. MacKenzie, Scott B, 2001. "Opportunities for Improving Consumer Research through Latent Variable Structural Equation Modeling," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(1), pages 159-166, June.
    24. Gao, Hongzhi & Knight, John G. & Zhang, Hongxia & Mather, Damien, 2013. "Guilt by association: Heuristic risks for foreign brands during a product-harm crisis in China," Journal of Business Research, Elsevier, vol. 66(8), pages 1044-1051.
    25. Fornell, Claes, 1983. "Issues in the Application of Covariance Structure Analysis: A Comment," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(4), pages 443-448, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yi-Wei Zhang & Jeong-Gil Choi & Armigon Ravshanovich Akhmedov, 2021. "The Impacts of Perceived Risks on Information Search and Risk Reduction Strategies: A Study of the Hotel Industry during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(21), pages 1-17, November.
    2. Elisabeth Nöhammer & Robert Schorn & Nina Becker, 2023. "Optimizing the Organizational Crisis Communication Portfolio," Corporate Reputation Review, Palgrave Macmillan, vol. 26(4), pages 304-319, November.
    3. Cynthia Assaf & Gilles Grolleau & Naoufel Mzoughi, 2023. "Transforming scandals into entrepreneurial opportunities: The case of the hospitality industry," Post-Print hal-04198173, HAL.
    4. Liu, Yixue & Zhang, Rouran & Yao, Yanbo, 2021. "How tourist power in social media affects tourism market regulation after unethical incidents: Evidence from China," Annals of Tourism Research, Elsevier, vol. 91(C).
    5. Pappas, Nikolaos & Papatheodorou, Andreas, 2017. "Tourism and the refugee crisis in Greece: Perceptions and decision-making of accommodation providers," Tourism Management, Elsevier, vol. 63(C), pages 31-41.
    6. Gema Pérez-Tapia & Fernando Almeida-García & Pere Mercadé-Melé, 2021. "The “ Four Core Elements ” as a Measuring Instrument: From Simplicity to Complexity in Tourist Destination," Economies, MDPI, vol. 9(2), pages 1-16, April.
    7. Ruiyi Zhao & Ling Li, 2023. "Pressure, state and response: configurational analysis of organizational resilience in tourism businesses following the COVID-19 pandemic crisis," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-19, December.
    8. Cristiana PĂVĂLUC (MELINTE) & Geanina BRÎNZĂ & Alexandru ANICHITI & Gina Ionela BUTNARU, 2020. "COVID-19 pandemic and its effects on the tourism sector," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 12(2), pages 111-122, September.
    9. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    10. Luo, Qiuju & Zhai, Xueting, 2017. "“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott," Tourism Management, Elsevier, vol. 62(C), pages 159-172.
    11. Silvia Platania & Kyle Maurice Woosnam & Manuel Alector Ribeiro, 2021. "Factors Predicting Individuals’ Behavioural Intentions for Choosing Cultural Tourism: A Structural Model," Sustainability, MDPI, vol. 13(18), pages 1-20, September.
    12. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
    13. Voltes-Dorta, Augusto & Rodríguez-Déniz, Héctor & Suau-Sanchez, Pere, 2017. "Passenger recovery after an airport closure at tourist destinations: A case study of Palma de Mallorca airport," Tourism Management, Elsevier, vol. 59(C), pages 449-466.
    14. Zhai, Xueting & Zhong, Dixi & Luo, Qiuju, 2019. "Turn it around in crisis communication: An ABM approach," Annals of Tourism Research, Elsevier, vol. 79(C).
    15. Mayer, Marius & Bichler, Bernhard Fabian & Pikkemaat, Birgit & Peters, Mike, 2021. "Media discourses about a superspreader destination: How mismanagement of Covid-19 triggers debates about sustainability and geopolitics," Annals of Tourism Research, Elsevier, vol. 91(C).
    16. Kuo-Yan Wang, 2022. "Sustainable Tourism Development Based upon Visitors’ Brand Trust: A Case of “100 Religious Attractions”," Sustainability, MDPI, vol. 14(4), pages 1-30, February.
    17. Pung, Jessica Mei & Gnoth, Juergen & Del Chiappa, Giacomo, 2020. "Tourist transformation: Towards a conceptual model," Annals of Tourism Research, Elsevier, vol. 81(C).
    18. Elisabetta Reginato & Francesca Cabiddu & Patrizia Modica, 2023. "Le politiche pubbliche a sostegno della crisi da COVID-19 nel settore turistico: un?analisi esplorativa," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2023(1), pages 95-118.
    19. Sojin Jung & Stacy H. Lee, 2022. "The buffering effect of continuous corporate social responsibilities engagement on negative consumer responses toward brand crises," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(5), pages 1636-1646, September.
    20. Lina Zhong & Sunny Sun & Rob Law & Xiaonan Li & Liyu Yang, 2022. "Perception, Reaction, and Future Development of the Influence of COVID-19 on the Hospitality and Tourism Industry in China," IJERPH, MDPI, vol. 19(2), pages 1-19, January.
    21. Francesca Canio & Elisa Martinelli & Giampaolo Viglia, 2023. "Reopening after the pandemic: leveraging the destination image to offset the negative effects of perceived risk," Italian Journal of Marketing, Springer, vol. 2023(2), pages 99-118, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Scheidler, Sabrina & Edinger-Schons, Laura Marie, 2020. "Partners in crime? The impact of consumers' culpability for corporate social irresponsibility on their boycott attitude," Journal of Business Research, Elsevier, vol. 109(C), pages 607-620.
    2. Nils Christian Hoffmann & Juelin Yin & Stefan Hoffmann, 2020. "Chain of Blame: A Multi-country Study of Consumer Reactions Towards Supplier Hypocrisy in Global Supply Chains," Management International Review, Springer, vol. 60(2), pages 247-286, April.
    3. Iago S. Muraro & Kjerstin Thorson & Patricia T. Huddleston, 2023. "Spurring and sustaining online consumer activism: the role of cause support and brand relationship in microlevel action frames," Journal of Brand Management, Palgrave Macmillan, vol. 30(5), pages 461-477, September.
    4. Hsiu-Ying Kao, Grace & Wang, Stephen W. & Farquhar, Jillian Dawes, 2020. "Modeling Airline Crisis Management Capability: Brand attitude, brand credibility and intention," Journal of Air Transport Management, Elsevier, vol. 89(C).
    5. Stylos, Nikolaos & Bellou, Victoria & Andronikidis, Andreas & Vassiliadis, Chris A., 2017. "Linking the dots among destination images, place attachment, and revisit intentions: A study among British and Russian tourists," Tourism Management, Elsevier, vol. 60(C), pages 15-29.
    6. Akrout, Houcine & Mrad, Mona, 2023. "Measuring brand hate in a cross-cultural context: Emic and Etic scale development and validation," Journal of Business Research, Elsevier, vol. 154(C).
    7. Yongjun Su & Junjie Xu & Marios Sotiriadis & Shiwei Shen, 2021. "Authenticity, Perceived Value and Loyalty in Marine Tourism Destinations: The Case of Zhoushan, Zhejiang Province, China," Sustainability, MDPI, vol. 13(7), pages 1-14, March.
    8. Henrike Andersch & Jörg Lindenmeier & Florian Liberatore & Dieter K. Tscheulin, 2018. "Resistance against corporate misconduct: an analysis of ethical ideologies’ direct and moderating effects on different forms of active rebellion," Journal of Business Economics, Springer, vol. 88(6), pages 695-730, August.
    9. Bacile, Todd J. & Wolter, Jeremy S. & Allen, Alexis M. & Xu, Pei, 2018. "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 60-81.
    10. Qu, Ying & Dong, Yinyin & Xiang, Guopeng, 2021. "Attachment-triggered attributes and destination revisit," Annals of Tourism Research, Elsevier, vol. 89(C).
    11. Shaohua Yang & Salmi Mohd Isa & T. Ramayah, 2020. "A Theoretical Framework to Explain the Impact of Destination Personality, Self-Congruity, and Tourists’ Emotional Experience on Behavioral Intention," SAGE Open, , vol. 10(4), pages 21582440209, December.
    12. Xijing Cui & Gyehee Lee & Seung Jea Lee & Taegoo Terry Kim, 2019. "Structural Relationships among Antecedents to Perceived Value of Ecotourism for Sichuan Giant Pandas in China," Sustainability, MDPI, vol. 11(1), pages 1-17, January.
    13. Ramah Al Balawi & Yuheng Hu & Liangfei Qiu, 2023. "Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry," Information Systems Research, INFORMS, vol. 34(2), pages 442-462, June.
    14. Yi, Xiaoli & Fu, Xiaoxiao & Jin, Wenmin & Okumus, Fevzi, 2018. "Constructing a model of exhibition attachment: Motivation, attachment, and loyalty," Tourism Management, Elsevier, vol. 65(C), pages 224-236.
    15. Forgas-Coll, Santiago & Palau-Saumell, Ramon & Sánchez-García, Javier & Callarisa-Fiol, Luís J., 2012. "Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona," Tourism Management, Elsevier, vol. 33(6), pages 1309-1320.
    16. He, Hongwei & Kim, Sumin & Gustafsson, Anders, 2021. "What can we learn from #StopHateForProfit boycott regarding corporate social irresponsibility and corporate social responsibility?," Journal of Business Research, Elsevier, vol. 131(C), pages 217-226.
    17. Marina Laškarin Ažić & Jasmina Dlačić & Vlado Galičić, 2020. "Testing Different Loyalty Types in a Destination," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 32(1), pages 97-112.
    18. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
    19. Rafael Alcadipani & Cíntia Rodrigues Oliveira Medeiros, 2020. "When Corporations Cause Harm: A Critical View of Corporate Social Irresponsibility and Corporate Crimes," Journal of Business Ethics, Springer, vol. 167(2), pages 285-297, November.
    20. Antonetti, Paolo, 2020. "More than just a feeling: A research agenda for the study of consumer emotions following Corporate Social Irresponsibility (CSI)," Australasian marketing journal, Elsevier, vol. 28(2), pages 67-70.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:touman:v:54:y:2016:i:c:p:209-220. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/tourism-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.