Applying the right remedy? Crisis management reporting on different destination resilience under the internal crisis events

ABSTRACT

Research on precise crisis management reporting strategies for destinations with different levels of resilience remains insufficient. Therefore, based on situational crisis communication theory (SCCT), this study analyses the interaction effects of crisis management reporting and perceived destination resilience on the maintenance of destination-tourist relationship quality by conducting three scenario-based experiments. The results indicate that, among destinations facing internal crises, matching constructive crisis management reporting with high perceived destination resilience and matching nonconstructive crisis management reporting with low perceived destination resilience can maintain destination-tourist relationship quality more effectively. Moreover, destination trust and perceived responsiveness play mediating roles in this process. The study reveals the influencing factors and process mechanisms associated with the process of maintaining destination-tourist relationship quality under the impact of internal crises, thereby expanding the theoretical framework for and content of destination crisis communication research and providing practical guidance for tourism crisis response and management.

KEYWORDS:

• Crisis management reporting
• perceived destination resilience
• destination-tourist relationship quality
• situational crisis communication theory

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This work was supported by National Natural Science Foundation of China [grant number: 42201237] and the project of Philosophy and Social Science Research funded by Ministry of Education of China [grant number: 22JHQ067].