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Turn it around in crisis communication: An ABM approach

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

Abstract

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
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    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. 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.
    3. 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).
    4. 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.
    5. 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.

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