The obstacles to building a self-management system: Exploring deviant tourists’ anger reactions to the intervention of others

Abstract Managing tourists' uncivilized behavior is an important issue for both scholars and practitioners. The intervention of others provides a real-time self-management measure for reducing destructive behavior. However, many deviant tourists react angrily to such intervention, making the management measure ineffective. Exploring the reasons behind deviant tourists' anger reactions is highly important for reducing tourists' uncivilized behavior. Based on cognitive dissonance theory, this study provides a theoretical explanation of deviant tourists' anger reactions to the intervention of others. Conducting a guided recall survey, the study finds that the intervention of others positively influences deviant tourists' shame, guilt, and anger. Tourists' shame positively influences their anger, but their guilt negatively influences their anger. Moreover, the relationships are moderated by tourists' internalization of moral identity. For tourists with a low internalization of moral identity, the relationships are stronger. This study extends uncivilized behavior research by explaining deviant tourists' reactions to management measures. It also provides suggestions for practitioners to make the best use of third-party intervention in reducing tourists’ uncivilized behavior.