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Tourism crisis management: Can the Extended Parallel Process Model be used to understand crisis responses in the cruise industry?

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  • Liu, Bingjie
  • Pennington-Gray, Lori
  • Krieger, Janice

Abstract

The purpose of this paper was to understand the effect of crisis communication on people's risk perception attitude, perceived safety, and cruise travel intentions. Specifically, this study was concerned with the emerging health issues of Norovirus outbreaks on cruise ships. A between-subjects experiment was conducted. Responses were collected from 169 participants after presenting them with different crisis communication messages. Drawing on the Extended Parallel Process Model, the findings revealed that perceived threat directly affected respondents' attitude towards the involved cruise line, while perceived efficacy moderated the relationship between perceived threat and perceived safety of cruising. Additionally, the results of this study indicated that perceived safety mediated the relationship between perceived threat and cruise travel intentions, and this mediating relationship was moderated by perceived efficacy. This study's findings suggest new theoretical approaches for understanding tourism crisis communication and recommend an audience-centered paradigm in communicating health crisis issues in tourism and travel.

Suggested Citation

  • Liu, Bingjie & Pennington-Gray, Lori & Krieger, Janice, 2016. "Tourism crisis management: Can the Extended Parallel Process Model be used to understand crisis responses in the cruise industry?," Tourism Management, Elsevier, vol. 55(C), pages 310-321.
    • Handle: RePEc:eee:touman:v:55:y:2016:i:c:p:310-321
    DOI: 10.1016/j.tourman.2016.02.021
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    References listed on IDEAS

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    1. Dunia Rassy & Richard D. Smith, 2013. "The economic impact of H1N1 on Mexico's tourist and pork sectors," Health Economics, John Wiley & Sons, Ltd., vol. 22(7), pages 824-834, July.
    2. Liu, Bingjie & Pennington-Gray, Lori, 2015. "Bed bugs bite the hospitality industry? A framing analysis of bed bug news coverage," Tourism Management, Elsevier, vol. 48(C), pages 33-42.
    3. Quintal, Vanessa Ann & Lee, Julie Anne & Soutar, Geoffrey N., 2010. "Risk, uncertainty and the theory of planned behavior: A tourism example," Tourism Management, Elsevier, vol. 31(6), pages 797-805.
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    Cited by:

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    2. Mele, Emanuele & Filieri, Raffaele & De Carlo, Manuela, 2023. "Pictures of a crisis. Destination marketing organizations’ Instagram communication before and during a global health crisis," Journal of Business Research, Elsevier, vol. 163(C).
    3. Celeste Vong & Paulo Rita & Nuno António, 2021. "Health-Related Crises in Tourism Destination Management: A Systematic Review," Sustainability, MDPI, vol. 13(24), pages 1-28, December.
    4. Suellen Tapsall & Geoffrey N Soutar & Wendy A Elliott & Tim Mazzarol & Jennifer Holland, 2022. "COVID-19’s impact on the perceived risk of ocean cruising: A best-worst scaling study of Australian consumers," Tourism Economics, , vol. 28(1), pages 248-271, February.
    5. Hui Yan & Haixiang Wei & Min Wei, 2021. "Exploring Tourism Recovery in the Post-COVID-19 Period: An Evolutionary Game Theory Approach," Sustainability, MDPI, vol. 13(16), pages 1-21, August.
    6. Zakir Shah & Lu Wei & Usman Ghani, 2021. "The Use of Social Networking Sites and Pro-Environmental Behaviors: A Mediation and Moderation Model," IJERPH, MDPI, vol. 18(4), pages 1-21, February.
    7. Feng Xu & Xuejiao Lin & Shuaishuai Li & Wenxia Niu, 2018. "Is Southern Xinjiang Really Unsafe?," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    8. Simpson, Joseph J. & Simpson, Penny M. & Cruz-Milán, Oliver, 2016. "Attitude towards immigrants and security: Effects on destination-loyal tourists," Tourism Management, Elsevier, vol. 57(C), pages 373-386.
    9. Zobeidi, Tahereh & Komendantova, Nadejda & Yazdanpanah, Masoud, 2022. "Social media as a driver of the use of renewable energy: The perceptions of instagram users in Iran," Energy Policy, Elsevier, vol. 161(C).
    10. Siwarit Pongsakornrungsilp & Pimlapas Pongsakornrungsilp & Vikas Kumar & Bhuritt Maswongssa, 2021. "The Art of Survival: Tourism Businesses in Thailand Recovering from COVID-19 through Brand Management," Sustainability, MDPI, vol. 13(12), pages 1-17, June.
    11. Xiaojing Sheng & Seth C. Ketron & Yubing Wan, 2022. "Identifying consumer segments based on COVID‐19 pandemic perceptions and responses," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(1), pages 34-67, March.
    12. Shui-Lien Chen & Hsiang-Ting Hsu & Richard Chinomona, 2023. "How Tourists’ Perceived Risk Affects Behavioral Intention through Crisis Communication in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(4), pages 1-18, February.
    13. Sano, Kaede & Sano, Hiroki, 2019. "The effect of different crisis communication channels," Annals of Tourism Research, Elsevier, vol. 79(C).
    14. Josep Maria Espinet Rius & Ariadna Gassiot-Melian, 2022. "Has COVID-19 had an impact on prices? The case of the cruise industry," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(5), pages 538-552, October.
    15. Takumi Tagashira, 2023. "Signal effect of a targeted travel subsidy on consumer behavior during the coronavirus disease 2019 pandemic," Marketing Letters, Springer, vol. 34(3), pages 483-496, September.

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