Negative emotions in tourism: a meaningful analysis

Nawijn, Jeroen; Biran, Avital

doi:10.1080/13683500.2018.1451495

Cited by 151 publications

(134 citation statements)

References 81 publications

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“…Airline flights often include delays and can evoke tourists' negative emotions. These negative experiences must be managed carefully (Nawijn & Biran, ). In this paper, we have examined three appraisal dimensions considered to apply to worry and anger derived from flight delay experience: goal congruence, certainty, and agency.…”

Section: Discussionmentioning

confidence: 99%

“…Two major approaches are used to categorize consumption emotions in the tourism literature: the dimensions approach and the categories approach (Nawijn & Biran, ; Watson & Spence, ). In the dimensions approach, emotions are differentiated using affective valence (positive or negative) and affective arousal (intensity of emotional arousal; Bagozzi & Pieters, ; Mano, ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Despite the importance of such service failures, most previous studies have focused on positive emotions and hedonic experiences, pursued for the goal of pleasure and happiness (Cohen, Prayag, & Moital, ; Nawijn & Biran, ) and leading to feelings of love (Hosany & Gilbert, ) or delight (Ma, Gao, Scott, & Ding, ). The negative emotions elicited from service failures (e.g., delay or cancellation of flights, accommodation, or tours) have not been studied extensively (Mattila & Ro, ; Nawijn & Biran, ). Those studies that have examined this topic often categorize the emotions elicited as having positive or negative valence but do not provide a mechanism for why a specific emotion is elicited and what potential outcomes would occur as a result of a negative emotion (Nawijn & Biran, ).…”

Section: Introductionmentioning

confidence: 99%

“…The negative emotions elicited from service failures (e.g., delay or cancellation of flights, accommodation, or tours) have not been studied extensively (Mattila & Ro, ; Nawijn & Biran, ). Those studies that have examined this topic often categorize the emotions elicited as having positive or negative valence but do not provide a mechanism for why a specific emotion is elicited and what potential outcomes would occur as a result of a negative emotion (Nawijn & Biran, ). An understanding of how and why a negative emotion is elicited and what impact such an emotion would have on consumers' behavioural intentions is necessary to better design of experiences to meet specified tourists' needs (Ma et al, ).…”

Section: Introductionmentioning

confidence: 99%

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Worry and anger from flight delay: Antecedents and consequences

Jiang

Huang

et al. 2019

Journal of Tourism Research

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Tourists may experience the same negative event during their travel but evoke different emotions, some may express anger, and others undertake dangerous actions. An understanding of the relationship between such negative events, the emotions elicited, and tourists' subsequent actions will help in managing these emotional situations. This study adopts cognitive appraisal theory to examine the antecedents of tourists' negative emotions (worry and anger) evoked by a flight delay and their respective effects on tourists' behavioural intentions. Data were collected from 610 tourists who experienced a flight delay during travel. The results demonstrate that, as predicted by cognitive appraisal theory, the appraisal dimensions of goal incongruence, certainty, and other agency are the common determinants of worry and anger, whereas the appraisal of circumstance agency is negatively related with anger. The results also reveal that anger can lead to tourists' switching intentions, complaining behaviours, and negative word-of-mouth, whereas worry only affects complaining behaviours. This study extends our knowledge of appraisal dimensions that lead to tourists' emotions of worry and anger. It also discusses the impacts of such emotions have on tourists' behavioural intentions. K E Y W O R D Sanger, cognitive appraisal theory, flight delay, negative emotions, worry

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Worry and anger from flight delay: Antecedents and consequences

Jiang

Huang

et al. 2019

Journal of Tourism Research

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“…A number of them focuses on the possibility to measure emotions, observing them in quantifiable terms. Some other studies put emotions center-stage encompassing their psychological and psychoanalytical aspects (Fortuna, 2013;Nawijn and Biran, 2018;Servidio and Ruffolo, 2016).…”

Section: Tourism Studies and Emotionsmentioning

confidence: 99%

Utjecaj Vizualnih Podražaja Na Emocije U Kreiranju Kulturno-Turističkih Doživljaja

Jelinčić

Šveb

2021

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Ovaj pregledni rad u potrazi je za odnosom između vizualnih podražaja i emocija u kontekstu kulturnog turizma. Svrha mu je otkriti utjecaj vizualnih podražaja na emocionalno uzbuđenje (kulturnih) turista, a što se može primijeniti u kreiranju doživljaja. Rad se fokusira na dva mehanizma izazivanja emocija: psihološke čimbenike i umjetničke vizualne podražaje. Na početku rada analiziraju se teorije različitih afektivnih stanja u kontekstu turizma. Zatim se ispituje povezanost umjetničkih vizualnih podražaja (boja, oblik, simetrija, apstrakcija, složenost itd.) i emocionalnog uzbuđenja kulturnih turista. Posebna je pozornost posvećena boji koja se analizira pregledom različitih studija primjenom transdisciplinarnog pristupa s ciljem sistematizacije postojećeg znanja. Iako istraživanje nije donijelo zaključke o jasno definiranim odnosima između vizualnih podražaja i specifičnih emocija, primjena općenitih nalaza može pružiti veće razumijevanje mehanizama izazivanja emocija vizualnim podražajima i potaknuti daljnja istraživanja. Osim turizma, nalazi su primjenjivi i u drugim područjima.

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Anticipating a Museum Visit: The Role of Museum Design in Anticipating Hedonic or Eudaimonic Well‐Being Experiences

Dragija,

van Zomeren,

Hansen

2024

Community & Applied Soc Psy

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Through their design, museums can craft specific experiences for their visitors, ranging from more hedonic to more eudaimonic well‐being experiences. Little is known, however, about whether potential visitors anticipate eudaimonic or hedonic well‐being experiences depending on how the museum design is described. To answer this question, we conducted three social‐psychological experiments with Croatian (Study 1, N = 128 and Study 3, N = 213) and American (Study 2, N = 289) participants. Participants in Study 1 and 2 read about either one of the two different hedonically designed museums or one eudaimonically designed museum which was the same across the studies, and then reported their anticipated well‐being and emotional experience. Particularly for Studies 1 and 3, our findings revealed strong support for the differentiation of eudaimonic and hedonic well‐being in the anticipation of different museum visits. Moreover, the anticipated eudaimonic experience moved beyond the typical positive hedonic experience by uniquely including both positive and negative emotions such as compassion, awe, sadness and guilt. We discuss the implications of our findings for modern psychological theorising on well‐being and emotions, and, in a more applied sense, the relevance of describing the design of museums to potential visitors to guide their anticipation of the museum experience.

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Negative emotions in tourism: a meaningful analysis

Cited by 151 publications

References 81 publications

Worry and anger from flight delay: Antecedents and consequences

Worry and anger from flight delay: Antecedents and consequences

Utjecaj Vizualnih Podražaja Na Emocije U Kreiranju Kulturno-Turističkih Doživljaja

Anticipating a Museum Visit: The Role of Museum Design in Anticipating Hedonic or Eudaimonic Well‐Being Experiences

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