ABSTRACT

Tourist scams as a common negative contextual event encountered by tourists have been largely overlooked. This study seeks to create a framework for comprehending the association between perceived deception caused by tourist scams, negative emotional experiences, and unfavorable word of mouth (WOM) based on the cognitive-affective-conative (CAC) model. Drawing on data collected from 414 tourists who had been the victims of tourist scams, this research found that perceived deception caused by tourist scams influences tourists’ negative WOM through tourists’ anger and contempt. Apart from the theoretical contribution, this research also discusses the practical implications for managing tourist scams in the final section.

摘要

旅游诈骗作为游客遇到的常见负面事件，在很大程度上被忽视了。本研究旨在基于认知-情感-意动 (CAC) 模型创建一个框架，用于理解旅游诈骗造成的感知欺骗、负面情绪体验和不良口碑 (WOM) 之间的关联。这项研究利用从 414 名旅游诈骗受害者收集的数据，发现旅游诈骗造成的感知欺骗会通过游客的愤怒和蔑视影响游客的负面口碑。除了理论贡献外，本研究还在最后一节讨论了管理旅游诈骗的实际意义。