Journal article
Worry and anger from flight delay: Antecedents and consequences
International Journal of Tourism Research, Vol.22(3), pp.289-302
2020
Abstract
Tourists may experience the same negative event during their travel but evoke differ-ent emotions, some may express anger, and others undertake dangerous actions. Anunderstanding of the relationship between such negative events, the emotionselicited, and tourists' subsequent actions will help in managing these emotional situa-tions. This study adopts cognitive appraisal theory to examine the antecedents oftourists' negative emotions (worry and anger) evoked by a flight delay and theirrespective effects on tourists' behavioural intentions. Data were collected from 610tourists who experienced a flight delay during travel. The results demonstrate that, aspredicted by cognitive appraisal theory, the appraisal dimensions of goal incongru-ence, certainty, and other agency are the common determinants of worry and anger,whereas the appraisal of circumstance agency is negatively related with anger. Theresults also reveal that anger can lead to tourists' switching intentions, complainingbehaviours, and negative word-of-mouth, whereas worry only affects complainingbehaviours. This study extends our knowledge of appraisal dimensions that lead totourists' emotions of worry and anger. It also discusses the impacts of such emotionshave on tourists' behavioural intentions.
Details
- Title
- Worry and anger from flight delay: Antecedents and consequences
- Authors
- Yawei Jiang (Author) - University of QueenslandShanshi Li (Corresponding Author) - Xiamen University, ChinaJingzhe Huang (Author) - Xiamen University, ChinaNoel Scott (Author) - University of the Sunshine Coast
- Publication details
- International Journal of Tourism Research, Vol.22(3), pp.289-302
- Publisher
- John Wiley & Sons Ltd.
- Date published
- 2020
- DOI
- 10.1002/jtr.2334
- ISSN
- 1099-2340
- Organisation Unit
- University of the Sunshine Coast, Queensland; Sustainability Research Cluster
- Language
- English
- Record Identifier
- 99450658302621
- Output Type
- Journal article
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- Collaboration types
- Domestic collaboration
- International collaboration
- Web Of Science research areas
- Hospitality, Leisure, Sport & Tourism