Switch to Another Destination or Stay? A New Lens of the Dual Role of Perceived Destination Crisis Preparedness and Sensitivity

Abstract

Examining crisis management from the tourist’s perspective is a little studied topic. Drawing upon signaling theory and regulatory focus theory, this study investigates the interplay between perceived destination crisis preparedness and sensitivity and compares their roles in influencing tourists’ decisions to switch destinations. The study investigates different types of crises, destinations, source markets, and tourist types. Three experimental studies were conducted. The results suggest tourists are most likely to switch where the perception of crisis preparedness is low or when crisis sensitivity is high. The issue of crisis preparedness has a greater impact. In certain contexts, tourists with a higher degree of risk tolerance are less concerned about crisis sensitivity, while those with a greater degree of destination congruence care more about destination crisis preparedness. The study advances the knowledge of tourism crisis management from the perspective of the tourist. Destination marketing organizations should convey their crisis preparedness more effectively.