How to help crowded destinations: Tourist anger vs. sympathy and role of destination social responsibility

Sustainability (Switzerland)

Volumn 12, Issue 6, 2020, Pages

  Kim, Hae Ryong ^a   Yoon, So Yeon ^b  

^a Konkuk University   (South Korea)

^b Department of Molecular Biology and Genetics   (United States)

Author keywords

Anger; Crowding perceptions; Destination social responsibility (DSR); Environmentally responsible behavior (ERB); Intention to recommend; Sympathy

Indexed keywords

ECOTOURISM; HELPING BEHAVIOR; PERCEPTION; PSYCHOLOGY; QUESTIONNAIRE SURVEY; REGRESSION ANALYSIS; TOURIST BEHAVIOR; TOURIST DESTINATION;

CHEJU [CHEJU (PRVISL)];

EID: 85082828704     PISSN: None     EISSN: 20711050     Source Type: Journal    
DOI: 10.3390/su12062358     Document Type: Article

References (75)

1. Jin, Q.; Hu, H.; Kavan, P. Factors influencing perceived crowding of tourists and sustainable tourism destination management. Sustainability 2016, 8, 976.
2. He, X.; Hu, D.; Swanson, S.R.; Su, L.; Chen, X. Destination perceptions, relationship quality, and tourist environmentally responsible behavior. Tour. Manag. Perspect. 2018, 28, 93-104.
3. Su, L.; Hsu, M.K.; Boostrom, R.E., Jr. From recreation to responsibility: Increasing environmentally responsible behavior in tourism. J. Bus. Res. 2019.
4. Jin, Q.; Pearce, P. Tourist perception of crowding and management approaches at tourism sites in Xi'an. Asia Pac. J. Tour. Res. 2011, 16, 325-338.
5. Budeanu, A. Sustainable tourist behavior-a discussion of opportunities for change. Int. J. Consum. Stud. 2007, 31, 499-508.
6. Cheng, T.M.; Wu, H.C. How do environmental knowledge, environmental sensitivity, and place attachment affect environmentally responsible behavior? An integrated approach for sustainable island tourism. J. Sustain. Tour. 2015, 23, 557-576.
7. Han, H. Travelers' pro-environmental behavior in a green lodging context: Converging value-belief-norm theory and the theory of planned behavior. Tour. Manag. 2015, 47, 164-177.
8. Su, L.; Huang, S.S.; Pearce, J. How does destination social responsibility contribute to environmentally responsible behaviour? A destination resident perspective. J. Bus. Res. 2018, 86, 179-189.
9. Yu, C.; Hwang, Y.S. Do the social responsibility efforts of the destination affect the loyalty of tourists? Sustainability 2019, 11, 1998.
10. Kušcer, K.; Mihalic, T. Residents' attitudes towards overtourism from the perspective of tourism impacts and cooperation-The case of Ljubljana. Sustainability 2019, 11, 1823.
11. Yu, C.P.; Cole, S.; Chancellor, C. Resident support for tourism development in rural midwestern (U1986SA) communities: Perceived tourism impacts and community quality of life perspective. Sustainability 2018, 10
12. Abubakar, B.; Mavondo, F. Tourism destinations: Antecedents to customer satisfaction and positive word-of-mouth. J. Hosp. Mark. Manag. 2014, 23, 833-864.
13. Mehrabian, A.; Russell, J.A. An Approach to Environmental Psychology; The MIT Press: Cambridge, MA, USA, 1974.
14. Baker, J.; Grewal, D.; Parasuraman, A. The influence of store environment on quality inferences and store image. J. Acad. Mark. Sci. 1994, 22, 328-339.
15. Gray, K.;Wegner, D.M. Dimensions of moral emotions. Emot. Rev. 2011, 3, 258-260.
16. Iyer, A.; Oldmeadow, J. Picture this: Emotional and political responses to photographs of the Kenneth Bigley kidnapping. Eur. J. Soc. Psychol. 2006, 36, 635-647.
17. Bagozzi, R.P.; Moore, D.J. Public service advertisements: Emotions and empathy guide prosocial behavior. J. Mark. 1994, 58, 56-70.
18. Small, D.A.; Verrochi, N.M. The face of need: Facial emotion expression on charity advertisements. J. Mark. Res. 2009, 46, 777-787.
19. Su, L.; Swanson, S.R. The effect of destination social responsibility on tourist environmentally responsible behavior: Compared analysis of first-time and repeat tourists. Tour. Manag. 2017, 60, 308-321.
20. Weiner, B. A cognitive (attribution)-emotion-action model of motivated behavior: An analysis of judgments of help-giving. J. Pers. Soc. Psychol. 1980, 39, 186.
21. Dalal, A.K.; Tripathi, M. When the help is denied: A study of attribution-linked affective reactions. Int. J. Psychol. 1987, 22, 1-15.
22. Jin, Y. Examining publics' crisis responses according to different shades of anger and sympathy. J. Public Relat. Res. 2014, 26, 79-101.
23. Weiner, B. Intrapersonal and interpersonal theories of motivation from an attribution perspective. In Student Motivation; Salili, F., Chiu, C.Y., Hong, Y.Y., Eds.; Springer: Boston, MA, USA, 2001; pp. 17-30.
24. Jacobsen, J.K.S.; Iversen, N.M.; Hem, L.E. Hotspot crowding and over-tourism: Antecedents of destination attractiveness. Ann. Tour. Res. 2019, 76, 53-66.
25. Zehrer, A.; Raich, F. The impact of perceived crowding on customer satisfaction. J. Hosp. Tour. Manag. 2016, 29, 88-98.
26. Mahtani, S.; Malig, K. Philippines Reopened 'Paradise' after Six-Month Cleanup. So Why Isn't Everyone in Boracay Happy? Available online: https://www.stuff.co.nz/travel/destinations/asia/109065645/ philippines-reopened-paradise-after-sixmonth-cleanup-so-why-isnt-everyone-in-boracay-happy/ (accessed on 4 February 2020).
27. Bitner, M.J. Servicescapes: The impact of physical surroundings on customers and employees. J. Mark. 1992, 56, 57-71.
28. Hosany, S.; Gilbert, D. Measuring tourists' emotional experiences toward hedonic holiday destinations. J. Travel Res. 2010, 49, 513-526.
29. Schwarz, N. The elaboration likelihood model. In Handbook of Theories of Social Psychology; van Lange, P.A.M., Kruglanski, A., Higgins, E.T., Eds.; Sage: London, UK, 2012; pp. 289-308.
30. Reisenzein, R. A structural equation analysis ofWeiner's attribution-Affect model of helping behavior. J. Pers. Soc. Psychol. 1986, 50, 1123-1133.
31. Cottrell, S.P.; Graefe, A.R. Testing a conceptual framework of responsible environmental behavior. J. Environ. Educ. 1997, 29, 17-27.
32. Stern, P.C. New environmental theories: Toward a coherent theory of environmentally significant behavior. J. Soc. Issues 2000, 56, 407-424.
33. Cottrell, S.P. Influence of sociodemographics and environmental attitudes on general responsible environmental behavior among recreational boaters. Environ. Behav. 2003, 35, 347-375.
34. Stockmyer, J. Brands in Crisis: Consumer Help for Deserving Victims. Available online: https://www. acrwebsite.org/volumes/7872/volumes/v23/NA-23 (accessed on 28 January 2020).
35. Garcia, S.M.; Weaver, K.; Darley, J.M.; Spence, B.T. Dual effects of implicit bystanders: Inhibiting vs. facilitating helping behavior. J. Consum. Psychol. 2009, 19, 215-224.
36. Grappi, S.; Romani, S. Company post-crisis communication strategies and the psychological mechanism underlying consumer reactions. J. Public Relat. Res. 2015, 27, 22-45.
37. Stokols, D. On the distinction between density and crowding: Some implications for future research. Psychol. Rev. 1972, 79, 275.
38. Eroglu, S.A.; Machleit, K.; Barr, T.F. Perceived retail crowding and shopping satisfaction: The role of shopping values. J. Bus. Res. 2005, 58, 1146-1153.
39. Stockdale, J.E. Crowding: Determinants and effects. Adv. Exp. Soc. Psychol. 1978, 11, 197-247.
40. Kim, D.; Lee, C.K.; Sirgy, M.J. Examining the differential impact of human crowding versus spatial crowding on visitor satisfaction at a festival. J. Travel Tour. Mark. 2016, 33, 293-312.
41. Li, L.; Zhang, J.; Nian, S.; Zhang, H. Tourists' perceptions of crowding, attractiveness, and satisfaction: A second-order structural model. Asia. Pac. J. Tour. Res. 2017, 22, 1250-1260.
42. Machleit, K.A.; Kellaris, J.J.; Eroglu, S.A. Human versus spatial dimensions of crowding perceptions in retail environments: A note on their measurement and effect on shopper satisfaction. Mark. Lett. 1994, 5, 183-194.
43. World Tourism Organization. Saturation of Tourist Destinations: Report of the Secretary General. 1981. Available online: https://www.e-unwto:doi/abs/10.18111/unwtogad.1981.1.un406362r557g40k?journalCode= unwtogad/ (accessed on 30 January 2020).
44. Aho, S.K. Towards a general theory of touristic experiences: Modelling experience process in tourism. Tour. Rev. 2001, 56, 33-37.
45. Neuts, B.; Nijkamp, P. Tourist crowding perception and acceptability in cities: An applied modelling study on Bruges. Ann. Tour. Res. 2012, 39, 2133-2153.
46. Laros, F.J.; Steenkamp, J.B.E. Emotions in consumer behavior: A hierarchical approach. J. Bus. Res. 2005, 58, 1437-1445.
47. Grappi, S.; Romani, S.; Bagozzi, R.P. Consumer response to corporate irresponsible behavior: Moral emotions and virtues. J. Bus. Res. 2013, 66, 1814-1821.
48. Collette, J.;Webb, S.D. Urban density, household crowding and stress reactions. Aust. N. Z. J. Sociol. 1976, 12, 184-191.
49. Jin, Y. The effects of public's cognitive appraisal of emotions in crises on crisis coping and strategy assessment. Public Relat. Rev. 2009, 35, 310-313.
50. Eisenberg, N.; Miller, P.A. Empathy, sympathy, and altruism: Empirical and conceptual links. In Empathy and Its Development; Eisenberg, N., Strayer, J., Eds.; Cambridge University Press: Cambridge, UK, 1987; pp. 292-316.
51. Escalas, J.E.; Stern, B.B. Sympathy and empathy: Emotional responses to advertising dramas. J. Consum. Res. 2003, 29, 566-578.
52. Nicely, A.; Armadita, F. Sympathy and loyalty intention after visitor harassment. Int. J. Cult. Tour. Hosp. Res. 2018, 12, 47-58.
53. Hofenk, D.; van Birgelen, M.; Bloemer, J.; Semeijn, J. How and when retailers' sustainability efforts translate into positive consumer responses: The interplay between personal and social factors. J. Bus. Ethics 2019, 156, 473-492.
54. Wang,W.; Krishna, A.; McFerran, B. Turning off the lights: Consumers' environmental efforts depend on visible efforts of firms. J. Mark. Res. 2017, 54, 478-494.
55. Kelley, H.H. Attribution theory in social psychology. In Nebraska Symposium on Motivation; Levine, D., Ed.; University of Nebraska Press: Lincoln, NE, USA, 1967; Volume 15, pp. 192-238.
56. Morales, A.C. Giving firms an "E" for effort: Consumer responses to high-effort firms. J. Consum. Res. 2005, 31, 806-812.
57. Betancourt, H. An attribution-empathy model of helping behavior: Behavioral intentions and judgments of help-giving. Pers. Soc. Psychol. Bull. 1990, 16, 573-591.
58. Bougie, R.; Pieters, R.; Zeelenberg, M. Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. J. Acad. Mark. Sci. 2003, 31, 377-393.
59. Romani, S.; Grappi, S.; Bagozzi, R.P. My anger is your gain, my contempt your loss: Explaining consumer responses to corporate wrongdoing. Psychol. Mark. 2013, 30, 1029-1042.
60. Sánchez-García, I.; Currás-Pérez, R. Effects of dissatisfaction in tourist services: The role of anger and regret. Tour. Manag. 2011, 32, 1397-1406.
61. Eisenberg, N.; Fabes, R.A.; Miller, P.A.; Fultz, J.; Shell, R.; Mathy, R.M.; Reno, R.R. Relation of sympathy and personal distress to prosocial behavior: A multimethod study. J. Pers. Soc. Psychol. 1989, 57, 55.
62. Jung, M. Residents Complain about Excessive No. of Visitors, Oppose New Airport. Available online: http://www.koreatimes.co.kr/www/nation/2018/01/371_241832.html/ (accessed on 30 January 2020).
63. Hanks, L.; Mattila, A.S. The impact of gender and prepurchase mood on consumer guilt after a travel purchase. J. Travel Res. 2014, 53, 625-637.
64. Anderson, J.C.; Gerbing, D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychol. Bull. 1988, 103, 411-423.
65. Nunnally, J.C.; Bernstein, I.H. Psychometric Theory, 3rd ed.; McGraw-Hill: New York, NY, USA, 1994.
66. Bagozzi, R.P.; Yi, Y. On the evaluation of structural equation models. J. Acad. Mark. Sci. 1988, 16, 74-94.
67. Fornell, C.; Larcker, D.F. Evaluating structural equation models with unobservable variables and measurement error. J. Mark. Res. 1981, 18, 39-50.
68. Podsakoff, P.M.; MacKenzie, S.B.; Lee, J.Y.; Podsakoff, N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. J. Appl. Psychol. 2003, 88, 879-903.
69. Siemsen, E.; Roth, A.; Oliveira, P. Common method bias in regression models with linear, quadratic, and interaction effects. Organ. Res. Methods 2010, 13, 456-476.
70. Williams, L.J.; Cote, J.A.; Buckley, M.R. Lack of method variance in self-reported affect and perceptions at work: Reality or artifact? J. Appl. Psychol. 1989, 74, 462-468.
71. Hur,W.M.; Moon, T.W.; Ko, S.H. How employees' perceptions of CSR increase employee creativity: Mediation mechanism of compassion at work and intrinsic motivation. J. Bus. Ethics 2018, 153, 629-644.
72. Machleit, K.A.; Eroglu, S.A.; Mantel, S.P. Perceived retail crowding and shopping satisfaction: What modifies this relationship? J. Consum. Psychol. 2000, 9, 29-42.
73. Li, J.G.T.; Kim, J.O.; Lee, S.Y. An empirical examination of perceived retail crowding, emotions, and retail outcomes. Serv. Ind. J. 2009, 29, 635-652.
74. Salovey, P.; Rosenhan, D.L. Mood states and prosocial behavior. In Handbook of Social Psychophysiology; Wanger, H., Manstead, A., Eds.; JohnWiley & Sons: Oxford, UK, 1989; pp. 371-391.
75. Amatulli, C.; De Angelis, M.; Peluso, A.M.; Soscia, I.; Guido, G. The effect of negative message framing on green consumption: An investigation of the role of shame. J. Bus. Ethics 2019, 157, 1111-1132.