Hotel crisis communication on social media: effects of message appeal

Liu-Lastres, Bingjie; Guo, Yueying; Liu, Hongbo

doi:10.1080/13032917.2022.2119590

Cited by 5 publications

(10 citation statements)

References 36 publications

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“…The last theory used by the researchers in the context of COVID‐19 and luxury products is the dual process theory which states that humans process two types of information, emotional and factual appeal. During COVID‐19, marketers are recommended to use more emotional appeal (Liu‐Lastres et al, 2022). If we compare the utilization of theory in luxury literature during the pandemic to the nonpandemic context, one prominent theory that stands out for its frequent application in both settings is the Social Comparison Theory (Gupta, Shin, & Jain, 2023; Ouvrein et al, 2022).…”

Section: Sectoral Analysismentioning

confidence: 99%

“…In the luxury hospitality context, Liu‐Lastres et al (2022) suggested the marketers to develop different marketing communication messages to different customer segments based on the hotel type. For economical hotel customers, marketers should emphasize more on the factual message that describes the safety measures, health, and sanitation of the hotel.…”

Section: Sectoral Analysismentioning

confidence: 99%

“…(Liu-Lastres et al, 2022) buy luxury brand products to attenuate the distressed self-esteem inflicted by the COVID-19 pandemic(Sharma et al, 2022). In the context of luxury restaurants, Peng and Chen (2021) used the protection motivation theory and signaling theory to explain the restaurant customer's behavior.…”

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confidence: 99%

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Has the pandemic altered luxury consumption and marketing? A sectoral and thematic analysis

Hati,

Kamarulzaman,

Omar

2024

Int J Consumer Studies

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This study analyzes the literature available on consumer luxury consumption and the marketing of luxury products during the COVID‐19 pandemic. The Scopus database was utilized to search for research on luxury products during the pandemic. The study followed the SPAR‐4‐SLR procedure, with 59 articles analyzed using VOSviewer to provide network and density visualization. Triangulation of analysis was conducted using NVivo as the software offers rigor in the systematic literature review. The VOSviewer network and density visualization show that the analysis of the luxury industry literature can be elucidated by sectors and themes. The results indicate that the majority of the literature on luxury discussed hospitality, especially the hotel setting, followed by luxury fashion and tourism. Many sectors, such as luxury automotive, beauty, arts, and so forth were overlooked. Online landscape, branding, social responsibility, communication, sustainability, the self, and culture are the dominant themes in literature. The study sheds light on important themes, sectors, and research gaps, benefiting academic scholars and industry practitioners in understanding and navigating the challenges and opportunities in the luxury market during crises.

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Section: Sectoral Analysismentioning

confidence: 99%

Section: Sectoral Analysismentioning

confidence: 99%

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Has the pandemic altered luxury consumption and marketing? A sectoral and thematic analysis

Hati,

Kamarulzaman,

Omar

2024

Int J Consumer Studies

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“…Nevertheless, government sources with perceptions of fairness, authority and professionalism drive tourists' expectations to receive objective facts in crisis communication (Yu et al, 2022;Zhang et al, 2023). Thus, serious and professional semantic styles of rational CCMAs will gain their trust and reduce their PU and anxiety (Yu et al, 2022;Liu-Lastres et al, 2022). More importantly, a marketing study noted that information sources and message appeals interactively affect consumers' attitudes and emotions (Kim and Kim, 2014).…”

Section: 53mentioning

confidence: 99%

What triggers tourists’ anxiety? The differential impacts of crisis information source types in social media on tourists’ cross-border travel anxiety

Cheng,

Ruan,

Zhang

et al. 2023

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Purpose This study aims to reveal the triggering mechanism and boundary conditions of tourists’ cross-border travel anxiety (CBTA) from different crisis information sources. Design/methodology/approach Drawing on the heuristic-systematic model (HSM), this study constructs a theoretical formation path of tourists’ CBTA. Based on competence-based and moral-based crises, hypotheses were examined through three situational experiments, targeting Chinese and Malaysian potential tourists. Findings Organization-released crisis information triggers higher tourists’ CBTA than government ones, with perceived uncertainty mediating it. Crisis communication message appeals (CCMAs) (rational vs emotional) negatively moderate the above relationships. Rational CCMAs work for governmental crisis communication, while emotional CCMAs work for organizational ones. Practical implications This study proposes a heuristic cross-border tourism crisis information dissemination strategy for destination management organizations and highlights the advantages of CCMAs in preventing secondary crises. Originality/value This study reexamines the cause-and-effect and the intervention mechanisms of tourists’ reactions to crisis information, which expands the cross-border tourism crisis management research and the application of the HSM in such a context.

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“…Thus, managers of tourism organizations and especially hotels, seek employees who can perform well while providing a high level of quality of service (Crawford and Hubbard, 2018). Meanwhile, tourists are increasingly sensitized and value companies that work in a fair, supportive and sustainable manner (Hernández Flores et al ., 2020), even more in the context of the coronavirus disease 2019 (COVID-19) and the post-pandemic period, in which guests claim for health and safety information and confirm the essence of functional structure and emotional ties in the specific field of hospitality (Liu-Lastres et al ., 2022).…”

Section: Introductionmentioning

confidence: 99%

Barcelona hotel employees and their conception of fair work. An exploratory study

Crespi‐Vallbona

Noguer-Juncà

Louzao³

et al. 2023

EDI

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PurposeSustainable Development Goals (SDG) 5 and 8, respectively, indicate that decent work and gender equality are challenges that business organizations must face in order to achieve the social well-being and sustainable development of communities. Considering these goals, the present article aims to define the concept of fair work and examine the current degree of knowledge among staff in the hotel sector in Barcelona about the indicators of the Fair Labor Responsible Hotels (HJLR) certification.Design/methodology/approachA mixed methodology is used to analyze the primary data. A survey of 248 employees is complemented by nine semi-structured interviews with experts, general managers and heads of department of independently owned hotels and national and international chains.FindingsThe results show that this certification is necessary for the economic and social sustainability of the hospitality sector and to raise awareness that fair work is an urgent need. However, these currently tend to be little more than artificial actions.Originality/valueThe paper aims to emphasize the perspective of real actors in hotel industry about the actors' considerations of fair work to enhance the actors' job involvement and satisfaction.

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Hotel crisis communication on social media: effects of message appeal

Cited by 5 publications

References 36 publications

Has the pandemic altered luxury consumption and marketing? A sectoral and thematic analysis

Has the pandemic altered luxury consumption and marketing? A sectoral and thematic analysis

What triggers tourists’ anxiety? The differential impacts of crisis information source types in social media on tourists’ cross-border travel anxiety

Barcelona hotel employees and their conception of fair work. An exploratory study

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