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Do Negative Experiences Always Lead to Dissatisfaction? — Testing Attribution Theory in the Context of Online Travel Reviews

  • Conference paper
Book cover Information and Communication Technologies in Tourism 2010

Abstract

The literature generally suggests that negative experiences should lead to dissatisfaction. However, attribution theory has been proposed to explain why this is not always the case. Using a sample of online hotel reviews, this paper tests how attribution and reference to eWOM mediate the influence of negative experiences on satisfaction. The results support only one of the hypotheses and generally only a small portion of the variance of satisfaction can be explained with the proposed model. Theoretical and practical implications are discussed.

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Authors and Affiliations

  1. Laboratory for Intelligent Systems in Tourism, Texas A&M University, USA

    Jingxian Jiang & Ulrike Gretzel

  2. School of Hotel and Tourism Management, Hong Kong Polytechnic University, Kowloon, Hong Kong

    Rob Law

Authors
  1. Jingxian Jiang
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  2. Ulrike Gretzel
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  3. Rob Law
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Editor information

Editors and Affiliations

  1. Laboratory for Intelligent Systems in Tourism, Texas A&M University, Texas, USA

    Ulrike Gretzel

  2. School of Hotel & Tourism Management, The Hong Kong Polytechnic University, Hong Kong

    Rob Law

  3. European Tourism Research Inst. (ETOUR), Mid Sweden University, Sweden

    Matthias Fuchs

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Jiang, J., Gretzel, U., Law, R. (2010). Do Negative Experiences Always Lead to Dissatisfaction? — Testing Attribution Theory in the Context of Online Travel Reviews. In: Gretzel, U., Law, R., Fuchs, M. (eds) Information and Communication Technologies in Tourism 2010. Springer, Vienna. https://doi.org/10.1007/978-3-211-99407-8_25

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