The role of moral emotions in intergroup conflicts in tourism

Purpose This study aims to contribute to the knowledge of intergroup conflicts in tourism by exploring tourists’ moral emotions in response to residents’ unfriendly attitudes, thereby furthering our understanding of emotional dynamics involved in tourist–resident conflicts. Design/methodology/approach Following the 2019/20 Hong Kong protests, this study conducted 22 in-depth interviews with Mainland Chinese tourists who travelled to Hong Kong during the protests to explore their moral emotional responses to the conflicts with Hong Kong locals. This study adopted a qualitative and interpretive approach. Findings By identifying different types of intergroup conflicts involved in the Hong Kong protests, the data analysis reveals the role of moral emotions (i.e. empathy and hope) in these conflicts, suggesting differences in Chinese tourists’ willingness to revisit the city. Specifically, empathy plays a dual role in intergroup conflicts because of the intergroup empathy gap or empathy biases, while group-based hope involves a sense of in-group efficacy and an expectation of out-group change. Originality/value The Hong Kong protests provide a unique research context for studying intergroup conflicts in tourism, involving conflicts over resources, identities and cultural differences. In this case, this study advances our understanding of the emotional dynamics of intergroup conflicts and contributes to the knowledge of moral emotions at the intergroup level.