IDEAS home Printed from
   My bibliography  Save this article

Turn it around in crisis communication: An ABM approach


  • Zhai, Xueting
  • Zhong, Dixi
  • Luo, Qiuju


Collective emotion recovery has been a challenge in destination crisis communication in social media environments. This exploratory study adopts agent-based modeling (ABM) to simulate collective emotion online sharing induced by tourism-related human-induced preventable crises, and its interplay with destination management organization (DMO) responses in a Chinese social media context. The results show that a tipping point of negative emotional outbursts exists. Public negative emotions could possibly be mitigated by positive and detailed responses before or at the time of the outburst. Otherwise, sustained and consistent responses are required for restoration. This study contributes to tourism crisis communication research by introducing a new method to reveal the evolution of secondary crisis communication from a complex system view and provide practical implications.

Suggested Citation

  • Zhai, Xueting & Zhong, Dixi & Luo, Qiuju, 2019. "Turn it around in crisis communication: An ABM approach," Annals of Tourism Research, Elsevier, vol. 79(C).
  • Handle: RePEc:eee:anture:v:79:y:2019:i:c:s0160738319301641
    DOI: 10.1016/j.annals.2019.102807

    Download full text from publisher

    File URL:
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL:
    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

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. 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.
    2. 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.
    3. Peter A Johnson & Renee E Sieber, 2011. "Negotiating Constraints to the Adoption of Agent-Based Modeling in Tourism Planning," Environment and Planning B, , vol. 38(2), pages 307-321, April.
    4. Ma, Mingcao & Weng, Jin & Yu, Larry, 2015. "Market size, scale economies, and tourism market structure: A case of historic water town tourism in China," Tourism Management, Elsevier, vol. 49(C), pages 119-137.
    5. Xiong, Xi & Li, Yuanyuan & Qiao, Shaojie & Han, Nan & Wu, Yue & Peng, Jing & Li, Binyong, 2018. "An emotional contagion model for heterogeneous social media with multiple behaviors," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 490(C), pages 185-202.
    6. Peter A Johnson & Renee E Sieber, 2011. "An Agent-Based Approach to Providing Tourism Planning Support," Environment and Planning B, , vol. 38(3), pages 486-504, June.
    7. F. Schweitzer & D. Garcia, 2010. "An agent-based model of collective emotions in online communities," The European Physical Journal B: Condensed Matter and Complex Systems, Springer;EDP Sciences, vol. 77(4), pages 533-545, October.
    8. Gkritzali, Alkmini, 2017. "Online destination sentiment recovery during a sustained crisis," Annals of Tourism Research, Elsevier, vol. 66(C), pages 183-185.
    9. Nigel Gilbert & Pietro Terna, 2000. "How to build and use agent-based models in social science," Mind & Society: Cognitive Studies in Economics and Social Sciences, Springer;Fondazione Rosselli, vol. 1(1), pages 57-72, March.
    10. Riccardo Boero & Flaminio Squazzoni, 2005. "Does Empirical Embeddedness Matter? Methodological Issues on Agent-Based Models for Analytical Social Science," Journal of Artificial Societies and Social Simulation, Journal of Artificial Societies and Social Simulation, vol. 8(4), pages 1-6.
    11. Mazhar Sajjad & Karandeep Singh & Euihyun Paik & Chang-Won Ahn, 2016. "A Data-Driven Approach for Agent-Based Modeling: Simulating the Dynamics of Family Formation," Journal of Artificial Societies and Social Simulation, Journal of Artificial Societies and Social Simulation, vol. 19(1), pages 1-9.
    12. Mi Rosie Jahng & Seoyeon Hong, 2017. "How Should You Tweet?: The Effect of Crisis Response Voices, Strategy, and Prior Brand Attitude in Social Media Crisis Communication," Corporate Reputation Review, Palgrave Macmillan, vol. 20(2), pages 147-157, May.
    13. Grimm, Volker & Berger, Uta & DeAngelis, Donald L. & Polhill, J. Gary & Giske, Jarl & Railsback, Steven F., 2010. "The ODD protocol: A review and first update," Ecological Modelling, Elsevier, vol. 221(23), pages 2760-2768.
    14. Avraham, Eli, 2015. "Destination image repair during crisis: Attracting tourism during the Arab Spring uprisings," Tourism Management, Elsevier, vol. 47(C), pages 224-232.
    15. Nitika Garg & J. Jeffrey Inman & Vikas Mittal, 2005. "Incidental and Task-Related Affect: A Re-Inquiry and Extension of the Influence of Affect on Choice," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(1), pages 154-159, June.
    Full references (including those not matched with items on IDEAS)


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

    Cited by:

    1. Pappas, Nikolaos, 2023. "Came and gone? A longitudinal study of the effects of COVID-19 on tourism purchasing intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Wanshan Wu & Qingyi Su & Chunding Li & Cheng Yan & Giray Gozgor, 2020. "Urbanization, Disasters, and Tourism Development: Evidence from RCEP Countries," Sustainability, MDPI, vol. 12(3), pages 1-14, February.
    3. Jelena Tepavčević & Ivana Blešić & Marko D. Petrović & Svetlana Vukosav & Milan Bradić & Vuk Garača & Tamara Gajić & Dobrila Lukić, 2021. "Personality Traits That Affect Travel Intentions during Pandemic COVID-19: The Case Study of Serbia," Sustainability, MDPI, vol. 13(22), pages 1-18, November.
    4. Student, Jillian & Kramer, Mark R. & Steinmann, Patrick, 2020. "Simulating emerging coastal tourism vulnerabilities: an agent-based modelling approach," Annals of Tourism Research, Elsevier, vol. 85(C).
    5. Weina Liu & Chaonan Xu & Yajie Peng & Xinlong Xu, 2023. "Evolution of Tourism Risk Communication: A Bibliometric Analysis and Meta-Analysis of the Antecedents of Communicating Risk to Tourists," Sustainability, MDPI, vol. 15(12), pages 1-31, 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. Ahmed Laatabi & Nicolas Marilleau & Tri Nguyen-Huu & Hassan Hbid & Mohamed Ait Babram, 2018. "ODD+2D: An ODD Based Protocol for Mapping Data to Empirical ABMs," Journal of Artificial Societies and Social Simulation, Journal of Artificial Societies and Social Simulation, vol. 21(2), pages 1-9.
    2. Flaminio Squazzoni, 2010. "The impact of agent-based models in the social sciences after 15 years of incursions," History of Economic Ideas, Fabrizio Serra Editore, Pisa - Roma, vol. 18(2), pages 197-234.
    3. Francis Tseng & Fei Liu & Bernardo Alves Furtado, 2017. "Humans of Simulated New York (HOSNY): an exploratory comprehensive model of city life," Papers 1703.05240,, revised Mar 2017.
    4. Kostadinov, Fabian & Holm, Stefan & Steubing, Bernhard & Thees, Oliver & Lemm, Renato, 2014. "Simulation of a Swiss wood fuel and roundwood market: An explorative study in agent-based modeling," Forest Policy and Economics, Elsevier, vol. 38(C), pages 105-118.
    5. Zheng, Chaohui & Liu, Yi & Bluemling, Bettina & Chen, Jining & Mol, Arthur P.J., 2013. "Modeling the environmental behavior and performance of livestock farmers in China: An ABM approach," Agricultural Systems, Elsevier, vol. 122(C), pages 60-72.
    6. J. Farmer & Cameron Hepburn & Penny Mealy & Alexander Teytelboym, 2015. "A Third Wave in the Economics of Climate Change," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 62(2), pages 329-357, October.
    7. 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.
    8. Seri, Raffaello & Martinoli, Mario & Secchi, Davide & Centorrino, Samuele, 2021. "Model calibration and validation via confidence sets," Econometrics and Statistics, Elsevier, vol. 20(C), pages 62-86.
    9. 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).
    10. Michele Sonnessa & Elena Tànfani & Angela Testi, 2017. "An agent-based simulation model to evaluate alternative co-payment scenarios for contributing to health systems financing," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(5), pages 591-604, May.
    11. Dimitris Kremmydas, 2012. "Agent based modeling for agricultural policy evaluation: A review," Working Papers 2012-3, Agricultural University of Athens, Department Of Agricultural Economics.
    12. Fan, Rui & Xu, Ke & Zhao, Jichang, 2018. "An agent-based model for emotion contagion and competition in online social media," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 495(C), pages 245-259.
    13. Tardy, Olivia & Lenglos, Christophe & Lai, Sandra & Berteaux, Dominique & Leighton, Patrick A., 2023. "Rabies transmission in the Arctic: An agent-based model reveals the effects of broad-scale movement strategies on contact risk between Arctic foxes," Ecological Modelling, Elsevier, vol. 476(C).
    14. Matteo Richiardi, 2003. "The Promises and Perils of Agent-Based Computational Economics," LABORatorio R. Revelli Working Papers Series 29, LABORatorio R. Revelli, Centre for Employment Studies.
    15. Vimercati, Giovanni & Hui, Cang & Davies, Sarah J. & Measey, G. John, 2017. "Integrating age structured and landscape resistance models to disentangle invasion dynamics of a pond-breeding anuran," Ecological Modelling, Elsevier, vol. 356(C), pages 104-116.
    16. Johannes Dahlke & Kristina Bogner & Matthias Mueller & Thomas Berger & Andreas Pyka & Bernd Ebersberger, 2020. "Is the Juice Worth the Squeeze? Machine Learning (ML) In and For Agent-Based Modelling (ABM)," Papers 2003.11985,
    17. Jagadish, Arundhati & Dwivedi, Puneet & McEntire, Kira D. & Chandar, Mamta, 2019. "Agent-based modeling of “cleaner” cookstove adoption and woodfuel use: An integrative empirical approach," Forest Policy and Economics, Elsevier, vol. 106(C), pages 1-1.
    18. Jakub Bijak & Jason D. Hilton & Eric Silverman & Viet Dung Cao, 2013. "Reforging the Wedding Ring," Demographic Research, Max Planck Institute for Demographic Research, Rostock, Germany, vol. 29(27), pages 729-766.
    19. Roberto Aringhieri & Giuliana Carello & Daniela Morale, 2016. "Supporting decision making to improve the performance of an Italian Emergency Medical Service," Annals of Operations Research, Springer, vol. 236(1), pages 131-148, January.
    20. Hinker, Jonas & Hemkendreis, Christian & Drewing, Emily & März, Steven & Hidalgo Rodríguez, Diego I. & Myrzik, Johanna M.A., 2017. "A novel conceptual model facilitating the derivation of agent-based models for analyzing socio-technical optimality gaps in the energy domain," Energy, Elsevier, vol. 137(C), pages 1219-1230.


    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:anture:v:79:y:2019:i:c:s0160738319301641. 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: .

    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.