Given the scarcity of academic research on customer-to-customer (C2C) interaction in theme parks, this study was designed to construct and test a conceptual model of visitors’ attribution of inappropriate behavior, satisfaction, and repeat patronage using attribution theory. Exploratory and confirmatory factor analysis, structural equation modeling, and analysis of the effect of visitor type were carried out. The results show that stability and controllability have a significant impact on satisfaction, and satisfaction also influences repeat patronage. Visitor type had no effect on the relationship between attribution and satisfaction. The theoretical and practical insights of the findings are presented along with the limitations of the study and future directions for research.
- attribution theory
- customer-to-customer interaction
- Inappropriate behavior
- theme park
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management