When justice matters: reflections of negative tourist-to-tourist interactions in five-star hotels

ÖZHASAR Y., SEÇİLMİŞ C.

Journal of Travel and Tourism Marketing, vol.42, no.6, pp.814-831, 2025 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 42 Issue: 6
  • Publication Date: 2025
  • Doi Number: 10.1080/10548408.2025.2511657
  • Journal Name: Journal of Travel and Tourism Marketing
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, Academic Search Premier, ABI/INFORM, Business Source Elite, Business Source Premier, CAB Abstracts, Hospitality & Tourism Complete, Hospitality & Tourism Index, Index Islamicus, SportDiscus
  • Page Numbers: pp.814-831
  • Keywords: affective events theory, Negative tourist-to-tourist interaction, perceived justice, Post-consumption behavioral intention, tourist happiness
  • Eskisehir Osmangazi University Affiliated: Yes

Abstract

Tourists’ interactions significantly influence the tourism experience, yet negative interactions remain under-researched. This study examines the emotional and behavioural outcomes of negative tourist-to-tourist interactions in five-star hotels in Istanbul, applying Affective Events Theory (AET). Data from face-to-face surveys were analysed using PLS-SEM. Findings reveal that negative interactions negatively affect tourist happiness (TH), with direct and indirect interactions increasing cultural distance, while property-directed interactions do not. TH directly and indirectly influences post-consumption behavioural intentions (PCBI), moderated by perceived justice (PJ). This study advances AET in tourism, offering insights for hotel managers to enhance perceived justice and address negative interactions effectively.