| Abstract: | The hospitality industry has been suffering from a pervasive climate of suspicion among guests who are concerned about potential hygiene or safety issues. From the perspective of protection motivation theory, this study presents a conceptual model elucidating the underlying mechanism through which generalized distrust shapes hotel guests' defensive coping behavior. Exploratory semi-structured interviews and online posts were combined to identify hotel guests' on-site coping strategies and underlying mechanisms. Then, an online questionnaire was distributed to 532 respondents, and structural equation modeling was used to test the proposed research model. Results provide empirical support for the “cognition–emotion–coping behavior” pattern in cognitive appraisal theory. This study offers valuable insight into the management of hotel guests’ generalized distrust. |
