Rise through coping with service failures in tourism
研究旅游中游客如何应对服务失败，发现问题聚焦应对比情绪聚焦应对更能激发自豪感、减少羞耻感，从而促进自信和个人成长，同伴支持会强化这一效果。
Service failure, a common stressor experienced by tourists during their travels, can have a far-reaching impact beyond the travel domain. This research investigates how tourists cope with service failure during their travels and its influence on their ability to rise through challenges and achieve personal growth. Through semi-structured interviews and four scenario-based experiments, we found that problem-focused coping generates a stronger sense of pride and a weaker sense of shame compared to emotion-focused strategies, fostering self-confidence and personal growth in tourists. Additionally, supportive companion reactions reinforce the positive effects of problem-focused coping, while non-supportive reactions may weaken it. The findings offer important theoretical insights, with implications for the tourism industry to develop effective recovery strategies and provide meaningful travel experiences.