Cruise Line Customers’ Responses to Risk and Crisis Communication Messages: An Application of the Risk Perception Attitude Framework

Liu-Lastres, Bingjie; Schroeder, Ashley; Pennington‐Gray, Lori

doi:10.1177/0047287518778148

Cited by 103 publications

(114 citation statements)

References 72 publications

(152 reference statements)

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“…As far as we know, no previous studies have focussed on how COVID-19 could affect consumer intention to cruise. Our paper therefore, adds to the relatively limited research on the effects of health-related risk perceptions associated with emerging crisis issues on individuals' evaluation of their perceived safety and their consequent intention to purchase a cruise (Liu et al, 2016;Liu-Lastres et al, 2019). Secondly, the study advances crowding literature in the cruise industry context, in which space and human interactions could be very critical.…”

Section: Introductionmentioning

confidence: 83%

“…We have also inserted two control variables in the model, namely, familiarity and past cruise experience. Given that Milman and Pizam (1995) suggested that travel experience is linked to familiarity, which might consequently reduce the perceived risk level and that the relationship between passengers' past cruise travel experience and cruise ships' safety perceptions has already been identified (Liu-Lastres et al, 2019), some differences in consumers' intention to cruise might result from the mentioned variables.…”

Section: Self-confidencementioning

confidence: 99%

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Cruising in the COVID-19 pandemic era: Does perceived crowding really matter?

Castaldo

Penco

Profumo

2021

IJCHM

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Purpose Cruising is one of the industries most susceptible to the current COVID-19 health crisis, due to the closed environment and the contacts between cruisers and crewmembers. This study aims to understand if the perceived crowding and the health risk perception related to the pandemic situation might threaten passengers’ intentions to cruise. The study also examines corporate reputation and trust, as well as social motivation and self-confidence, as possible predictors of consumers’ intention to cruise. Design/methodology/approach The study is based on the development of a structured questionnaire submitted online via social media. Overall, 553 individuals’ responses were used for understanding the factors that can affect consumers’ intention to cruise by performing several regression models. Findings The results show that the perceived crowding related to the pandemic does not seem to influence people’s intention to cruise. On the contrary, trust in the cruise company, corporate reputation, cruisers’ self-confidence and research of social motivation are positive predictors of intention to cruise, thus reducing the perceived risk’s deterring impact. The importance of such factors differs in respect of repeat and not repeat cruisers. Practical implications The study presents several managerial implications as it analyses the variables that could help cruise management cope better with COVID-19’s negative impact. Originality/value Despite the severity of COVID-19’s impact on the cruise industry, no studies have yet focussed on how the current pandemic situation may influence customers’ intention to cruise in the future.

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Section: Introductionmentioning

confidence: 83%

Section: Self-confidencementioning

confidence: 99%

Cruising in the COVID-19 pandemic era: Does perceived crowding really matter?

Castaldo

Penco

Profumo

2021

IJCHM

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“…Safety compliance involves compliant behavior consistent with institutional norms, position responsibilities, and specific task requirements, and safety participation is proactive behavior that contributes to developing an environment that supports safety (Newaz et al, 2019;Smith et al, 2019). However, hospitality companies encounter diverse and complex safety issues due to the risks from multiple external and internal factors (e.g., terrorist attacks, crimes, diseases, colleague rule-breaking, and customer behavior) (Kubickova et al, 2019;Liu-Lastres et al, 2019;Lugosi, 2019). Therefore, hotel managers and staff must be increasingly adaptable, versatile, and creative in solving threats and issues to ensure safety.…”

Section: Safety Behaviormentioning

confidence: 99%

“…Third, the moderation role of perceived risk in the influence of safety leadership has not been explored. Crisis events force people to make judgements and risk evaluations under pressure, and then serve as the foundation for behavioral decisions (Liu-Lastres et al, 2019;. Safety behavior decisions during crises and high-risk situations involve perceptions and evaluations of the risk environment (Huang et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Responding to a major global crisis: the effects of hotel safety leadership on employee safety behavior during COVID-19

Zhang

Xie

Wang

et al. 2020

IJCHM

145

159

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Purpose The purpose of this paper is to examine the effect of hotel safety leadership on employee safety behavior during the COVID-19 pandemic, and the mediation role of belief restoration and the moderation role of perceived risk between safety leadership and behavior were also investigated. Design/methodology/approach The COVID-19 outbreak served as the background for a questionnaire survey of 23 hotels in China with 1,594 valid responses being received. The statistical analysis techniques used were exploratory and confirmatory factor analysis, correlation analysis, structural equation modeling and hierarchical regression. Findings The results showed that: hotel safety leadership positively affected employee safety behavior (compliance, participation and adaptation); belief restoration partially mediated the influence of safety leadership on safety behavior; and perceived risk negatively moderated the direct effect and the mediation effect of “safety leadership – belief restoration – safety behavior.” Research limitations/implications The main limitation was that the questionnaires were collected with the same measurement system within a certain period of time (cross-sectional design). Then, future research should test and expand this conceptual model in different crises, business fields, theoretical orientation and cultural backgrounds. Practical implications Hotels should develop management strategies based on safety leadership and motivate and promote employee safety behavior from the four aspects of safety coaching, care, motivation and control. Originality/value This investigation expanded the research on the effectiveness of safety leadership and especially with respect to safety in the hospitality industry during a major global crisis. Also, the research conceptual model and variables contained therein are original contributions to the hospitality research literature.

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“…Safety communication aimed at image repair is exemplified in product recalls during product harm crises (Gao, Xie, Wang, & Wilbur, 2015). In tourism research, scholars have mainly investigated safety communication as an image repair mechanism after crises such as infection outbreak (Liu-Lastres, Schroeder, & Pennington-Gray, 2018), natural disasters (Chew & Jahari, 2014), and terrorism (Sönmez et al, 1999). Safety communication in these crisis contexts has the objective to assuage tourists and repair the negative image of a destination.…”

Section: Safety Communication Risk Propensity and Self-efficacymentioning

confidence: 99%