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Personalised statements from CEOs can be used as a tool to protect reputation in corporate crises. However, it needs to be considered that CEOs have different personalities. The present chapter, therefore, examines the effects of social distance of a CEO in combination with crisis communication strategies in corporate crises. This is illustrated by means of an experimental study with a 2 × 2 between-subjects design (factor 1: close vs. far social distance of the CEO; factor 2: deny vs. rebuild crisis communication strategy). The results indicate that in preventable crises, a close social distance of the CEO is beneficial for the CEO’s image as well as the image of the organisation because it promotes empathy and motivated assessment. Empathy towards the CEO remains unaffected by the communication strategy. The effect of the social distance on the motivated assessment occurs, however, only with a deny strategy. If an apology is pronounced, there is no difference whether an approachable or a distant CEO is speaking. The study discussed in this chapter is among the first to take empathy and motivated reasoning into account when analysing the effects of privatisation on CEO image and organisational image.

A schema is a concept used to describe the organisation of memory about an object. Schema are perceptual prototypes abstracted from numerous episodic events based on their similarities or commonalities. In tourism, a schema may be termed a network, mental model, social schema, stereotype, social role, script, worldview, heuristics or archetype. A schema is flexible. New information may be either assimilated or accommodated based on its degree of congruity. Schema incongruent information requires more mental effort to process. The concept is used in research on destination brand image, storytelling, social relationships, attitude change and transformation during travel. The concept is useful in discussion of the change to a sustainable worldview.

When making decisions about their future dream holidays, tourists often spend significant time thinking about future scenarios. This is an example of ‘mental time travel’, a process called prospection. The concept of prospection refers to human ability of ‘pre-experience’ the future and hence how that future ‘feels’, which is why it is sometimes called affective forecasting. There is a large volume of psychological research on prospection, but in applied fields, the use of various terms makes the current literature complex, disconnected and hard to navigate. This chapter provides an introduction to prospection as an underlying mechanism explaining some of the effects of experiential marketing. It discusses tourism prospection-related terms, errors of prospection and mental biases and ways to better manage tourist experiences.

Effective experience design requires not only a knowledge of tourist goals, but an understanding of how these can be met in a particular tourism site. Research on experiences and experience design is supported by cognitive psychology concepts such as perception, attention, appraisal, emotion, consciousness, feelings and memory. However, these concepts are often used in a combination with others from sociology, social or environmental psychology in a manner that leads to confusion rather than clarity, without apparent understanding of the theoretical mechanisms by which these concepts are related. This chapter develops a series of propositions for potential application to tourism experience design. Future research should examine the efficacy of these propositions from cognitive psychology for tourism experience design.

Goals play a critical role in everyday life and shape life and lifestyles. This chapter reviews and discusses the main approaches to the study of goals, addressing main theoretical endeavours that have emerged from psychological research, and emphasising the contributions from cognitive psychology to the topic. It also discusses literature on goals and motivation as found in tourism studies, highlighting the theoretical underpinnings used in this field. The discussion concludes with the need to update, in tourism studies, knowledge from cognitive psychology and propose how a better understanding of the cognitive foundations of goal-oriented behaviour can contribute to change tourism practice.

This chapter clarifies the definition and reviews recent theories of consciousness, such as the dual systems framework, global workplace theory, and higher-order theory. Aspects of conscious experiences are useful in studying tourism decisionmaking, memory, emotions, tourism behaviour, and other topics related to tourism psychology. For instance, studies on conscious experiences of decisionmaking are useful to better understand destination choice and tourists' emotions elicitation, unconscious biases help to understand tourism attitude formation, while explicit and implicit cognition research provides insights to destination image attributes. Future studies may consider using objective and subjective methods of studying consciousness in the tourism context.

Emotion is a key cognitive process that is central to being human. This chapter discusses various psychological approaches to understand emotions and introduces cognitive appraisal theory and its appraisal dimensions. By reviewing recent studies on emotions, this chapter recognises the theory as one of the most promising ones to advance research on emotions. The significance of appraisal theory for tourism is in the ability to explain why the same stimulus can generate different emotions in different people or in the same person at different times. Cognitive appraisal theory is able to assist in the prediction of emotions and subsequent behaviour. This chapter concludes by outlining potential topics where the theory can be particularly useful in tourism.

Stories are a part of being human. They are powerful tools to create social bonds, elicit emotions, and consolidate personal and shared memories. Their role, characteristics, and effects are studied in a variety of scientific fields. In tourism, they can enhance destination distinctiveness, as well as the tourist experience. However, the cognitive processes through which stories contribute to elicitation of emotions or memorability, the very reasons why they are considered important in tourism, are still little understood. This chapter discusses some of the cognitive processes involved in storytelling drawing insights from cognitive psychology and neuroscience, which may help in better understanding and managing the tourist experience.