Abstract
The study investigates Chinese tourists’ experience of conflict during outbound trips. Data were collected from 30 Chinese tourists and service personnel using in-depth interviews. The findings suggest conflict experience as a social exchange process. Tourists’ experience is shaped by carefully weighing the costs and benefits of conflict management strategies and how they perceive power or (dis-)empowerment because of perceived justice and control in this process. Understanding the role of power in conflict exchange helps identify the root causes of conflict, tourists’ reactions to conflict, and better learn from these conflict experiences.
| Original language | English |
|---|---|
| Title of host publication | CAUTHE 2024 Conference Proceedings |
| Subtitle of host publication | Diverse Voices: Creating Change in Tourism, Hospitality and Events |
| Publisher | Council for Australasian University Tourism and Hospitality Education (CAUTHE) |
| Pages | 426 |
| Edition | 2024 |
| ISBN (Electronic) | 978-0-6459381-0-4 |
| Publication status | Published - Feb 2024 |
| Event | 34th Annual CAUTHE Conference - Hobart, Australia Duration: 6 Feb 2024 → 9 Feb 2024 |
Conference
| Conference | 34th Annual CAUTHE Conference |
|---|---|
| Country/Territory | Australia |
| City | Hobart |
| Period | 6/02/24 → 9/02/24 |
Keywords
- conflict, power
- tourist experience
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