Tourism Management最新文献

Despite the numerous studies on customer mistreatment, our understanding of the effectiveness of coping strategies for customer mistreatment remains limited. This research provides a meta-analytic structural equation modeling (meta-SEM) analysis to explore the distinctive coping types that employees may use when encountering customer mistreatment, as well as the subsequent outcomes. Drawing on the regulatory focus theory and the coping toward customer mistreatment, we categorize various coping strategies into three types (i.e., goal-oriented promotive coping, confrontation-oriented promotive coping, and preventive coping), and propose that these coping types have differential relationships with outcomes. Through a meta-SEM analysis based on 143 articles and 155 independent samples (N = 44,378), we found that these three coping types significantly mediated the mistreatment–outcomes relationships, and that goal-oriented promotive coping was a more beneficial type of coping. This research provides significant implications for employees and organizations to effectively cope with customer mistreatment.

Tactile engagement is a critical aspect of tourist experiences. Embodied cognition theory suggests a direct correlation between physical sensations and psychological perceptions. For example, touching the textured stones at the Wailing Wall, a revered religious site in Jerusalem, can evoke intense emotions in tourists. This study explores the impact of rough tactile sensations on dark experiences through six studies. We used content analysis, on-site surveys, eye movement experiments, and scenario experiments to validate these effects. Our findings emphasize the pivotal role of rough tactile sensations in shaping profound emotions and individual experiences while uncovering alternative routes for developing sensory strategies to enrich dark tourism experiences.

This study examines the satisfaction and sustainability concerns of whale-watching tourists by analysing user-generated content (UGC) on social media. A satisfaction model was developed and estimated utilising an ordered probit analysis with UGC data from TripAdvisor over the last 13 years that includes a specific whale-watching lexicon. The model addresses most of the physical, human, environmental, experiential, and operational aspects of the activity, including consumers’ feelings and sustainability concerns. The significance of the variables in the model was proven with the available empirical data. The findings provide a comprehensive description of the underpinnings of whale watchers’ preferences and concerns. The evidence reveals compelling social trends towards higher sustainability concerns influencing satisfaction, providing valuable information for the industry and its decision-makers for understanding preferences for sustainability in whale-watching tourism.

Popular perceptions of a destination could be shaped and changed by a crisis event, even if this event was at an end. However, few studies have explored the content and formation of destination stereotypes in the crisis context. This study aims to fill this gap by conducting qualitative research based on 34 interviews and 133 online posts. The results reveal four categories of destination stereotypes: unsafe, uncivilized, distanced, and victim. They are affected by seven influencing factors covering event characteristics, government management, individual cognition, psychological proximity, popular behaviors and attitudes, group relations, and information transmission. In addition, an integrative model of the formation of destination stereotypes is suggested to explain the interrelationships and synergistic effects among these influencing factors. This study offers comprehensive insights into destination stereotypes in the context of crisis events and provides implications for destination managers to suppress and weaken stereotypes through crisis management.