TY - JOUR
T1 - The cause-effect relationship between negative food incidents and tourists’ negative emotions
AU - Song, Hanqun
AU - Kim, Jong-hyeong
N1 - Publisher Copyright:
© 2021 The Authors
Copyright:
Copyright 2021 Elsevier B.V., All rights reserved.
PY - 2021/5/1
Y1 - 2021/5/1
N2 - Tourists often experience negative food incidents at tourism destinations, which can elicit negative emotional reactions. However, this important topic has been examined only in the narrow context of restaurants with a particular focus on customers’ negative restaurant experiences. This study is the first to incorporate three types of food establishments, namely, full-service restaurants, limited-service restaurants, and street stalls, to investigate the effects of negative food incidents on tourists’ negative emotions. Using a qualitative approach to capture the cause-effect relationship between negative food incidents and tourists’ negative emotions, this study found that food-related issues trigger tourists’ sadness and shame; queue management leads to fear; and high prices, unethical business practices and poor service quality result in anger. The three types of food establishments are correlated with different negative food incidents. In addition to providing theoretical contributions, this study also provides practical suggestions for food outlets at any destination.
AB - Tourists often experience negative food incidents at tourism destinations, which can elicit negative emotional reactions. However, this important topic has been examined only in the narrow context of restaurants with a particular focus on customers’ negative restaurant experiences. This study is the first to incorporate three types of food establishments, namely, full-service restaurants, limited-service restaurants, and street stalls, to investigate the effects of negative food incidents on tourists’ negative emotions. Using a qualitative approach to capture the cause-effect relationship between negative food incidents and tourists’ negative emotions, this study found that food-related issues trigger tourists’ sadness and shame; queue management leads to fear; and high prices, unethical business practices and poor service quality result in anger. The three types of food establishments are correlated with different negative food incidents. In addition to providing theoretical contributions, this study also provides practical suggestions for food outlets at any destination.
KW - Negative food incidents
KW - Negative emotion
KW - Street stall
KW - Restaurants
KW - Negative food incident
UR - http://www.scopus.com/inward/record.url?scp=85103941460&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2021.102925
DO - 10.1016/j.ijhm.2021.102925
M3 - Article
VL - 95
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
SN - 0278-4319
M1 - 102925
ER -