How do we feel on a trip?

How emotions change over the

course of a trip?
ANGER
Destination Marketing
Group 5
Section A
I. The Five-Phase Experience Model

Anticipation  Travel to  Online experience  Reconciliation

Travel Back
Phase actual site & activities  of experiences
This is the decision-making Uncertainty and inconvenience • Services and facilitates • The routes and transport • Capturing feedback and
phase and therefore the should be eliminated: • Destination Social may be same or different thanking
following factors play a • Connectivity/ Responsibility but psychologically the • Dispatching Action taken
crucial role: Transportation • Overcrowding should be person may be tired and report (ATR) to the
• Availability • Signboards/Tracking avoided hold different tourist
of information • Parking • cluster of closely related anticipation
• Professional activities at one complex • Should be given equal
service agents • Fair Pricing importance as phase 2
• Communication/
Interactions
II. LAZARUS’S COGNITIVE APPRAISAL
FRAMEWORK

External Trigger Cognitive Emotional Future Behaviour

Coping Strategy
a. Indian Factors Response Response
• Poor security a. Perceived Severity a. Anger

• Perceived amount of damage a. Avoidance

• Hygiene Issues Hostility triad

• Degree of misalignment with establish • Anger (offense affects oneself, • Overwhelming situations
• Improper Lodging
• Overall Destination
• Unchangeable situations
• Cheating and unethical behaviour expectations social relations or public at large) Loyalty

• Overcrowding • Contempt

b. Liklihood of damage b. Negative WOM

b. Global Factors • Disgust

Responsibility Attribution • Source of pseudo-justice

• Overcrowding

• Unethical Behaviour • Personal share of guilt

• Destination's sphere of control