Abstract
Collective emotion recovery has been a challenge in destination crisis communication in social media environments. This exploratory study adopts agent-based modeling (ABM) to simulate collective emotion online sharing induced by tourism-related human-induced preventable crises, and its interplay with destination management organization (DMO) responses in a Chinese social media context. The results show that a tipping point of negative emotional outbursts exists. Public negative emotions could possibly be mitigated by positive and detailed responses before or at the time of the outburst. Otherwise, sustained and consistent responses are required for restoration. This study contributes to tourism crisis communication research by introducing a new method to reveal the evolution of secondary crisis communication from a complex system view and provide practical implications.
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