Attribution of Inappropriate Visitor Behavior in a Theme Park Setting – A Conceptual Model

Kee Fu Tsang, Bruce Prideaux, Louisa Lee

Research output: Journal article publicationJournal articleAcademic researchpeer-review

28 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)1088-1105
Number of pages18
JournalJournal of Travel and Tourism Marketing
Issue number8
Publication statusPublished - 12 Oct 2016


  • attribution theory
  • customer-to-customer interaction
  • Inappropriate behavior
  • theme park

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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