Worry and anger from flight delay: Antecedents and consequences
Worry and anger from flight delay: Antecedents and consequences
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航班延误的担忧和愤怒：前因后果
DOI：
10.1002/jtr.2334
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发表时间：
2020-05
影响因子：
4.6
通讯作者：
Noel Scott
中科院分区：
文献类型：
--
作者：
Yawei Jiang;Shanshi Li;Jingzhe Huang;Noel Scott
游客在旅行中可能会经历同样的负面事件，但会引发不同的情绪，有些人可能会表达愤怒，而另一些人则会采取危险的行动。了解这些负面事件之间的关系，引发的情绪，游客的后续行动将有助于管理这些情绪的情况。本研究采用认知评价理论，考察了航班延误引起的游客负性情绪（焦虑和愤怒）的前因及其对游客行为意向的影响。数据收集自610名在旅行期间经历航班延误的游客。研究结果表明，正如认知评价理论所预测的那样，目标不一致性、确定性和其他能动性的评价维度是焦虑和愤怒的共同决定因素，而环境能动性的评价与愤怒呈负相关。结果还表明，愤怒会导致游客的转换意图，抱怨行为和负面口碑，而担心只影响抱怨行为。本研究扩展了我们对导致游客焦虑和愤怒情绪的评价维度的认识。并探讨了这些情绪对旅游者行为意向的影响。
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.
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影响因子：
3
作者：
Savannah Wei Shi
通讯作者：
Savannah Wei Shi
DOI：
10.1016/j.trf.2016.05.002
发表时间：
2016-10-01
影响因子：
4.1
作者：
Emo, Amanda K.;Matthews, Gerald;Funke, Gregory J.
通讯作者：
Funke, Gregory J.
影响因子：
2.6
作者：
Roseman, IJ;Antoniou, AA;Jose, PE
通讯作者：
Jose, PE
影响因子：
2.3
作者：
R. Ballard
通讯作者：
R. Ballard
影响因子：
6.7
作者：
Z. Obeidat;S. Xiao;G. Iyer;Michael G. Nicholson
通讯作者：
Z. Obeidat;S. Xiao;G. Iyer;Michael G. Nicholson