Covid-19 and the tourism industry: An early stage sentiment analysis of the impact of social media and stakeholder communication

Abstract

This paper examines tourist public responses to crisis communications during the early stages of Covid-19. Using the social-mediated crisis communication model, the paper explores the key factors that influence public sentiments during nascent periods of the crisis. The choice of data collection dates was determined by key milestones events with significant implications in relation to UK tourism. Sentiment analysis of data sets of public tweets and news articles were done in order to interrogate how the trends and performance of the airlines and the tourism sector have been shaped by the sentiments of the tourism publics, the crisis communication interventions from key institutional actors, and the news sentiments about tourism organizations, particularly airlines. Sentiment analysis, also known as opinion mining, falls under natural language processing (NLP) and is used to identify different sentiments and polarities in texts. Our findings indicate that institutional actors have a significant impact on the sentiments of tourism publics. Our study contributes to existing research on crisis communication by illuminating how public narrative about, and stakeholder responses to, crisis are shaped not just by organizational communication strategies but also institutional actors, on the one hand, and the interested publics too.