Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews

J. Jiang; U. Gretzel; Chun Hung Roberts Law

doi:10.1007/978-3-211-99407-8_25

Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews

J. Jiang, U. Gretzel, Chun Hung Roberts Law

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research

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.

Original language	English
Title of host publication	Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010
Publisher	Springer
Pages	297-308
Number of pages	12
ISBN (Electronic)	9783211994078
ISBN (Print)	9783211994061
DOIs	https://doi.org/10.1007/978-3-211-99407-8_25
Publication status	Published - 2010
Event	International Conference on Information and Communication Technologies in Tourism - Duration: 1 Jan 2010 → …

Conference

Conference	International Conference on Information and Communication Technologies in Tourism
Period	1/01/10 → …

Keywords

Negative experience
Satisfaction
Attribution
Reference to WOM
Online reviews

More information

10.1007/978-3-211-99407-8_25

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Jiang, J., Gretzel, U., & Law, C. H. R. (2010). Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews. In Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010 (pp. 297-308). Springer. https://doi.org/10.1007/978-3-211-99407-8_25

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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.",

keywords = "Negative experience, Satisfaction, Attribution, Reference to WOM, Online reviews",

author = "J. Jiang and U. Gretzel and Law, {Chun Hung Roberts}",

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Jiang, J, Gretzel, U & Law, CHR 2010, Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews. in Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010. Springer, pp. 297-308, International Conference on Information and Communication Technologies in Tourism, 1/01/10. https://doi.org/10.1007/978-3-211-99407-8_25

Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews. / Jiang, J.; Gretzel, U.; Law, Chun Hung Roberts.
Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010. Springer, 2010. p. 297-308.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research

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AB - 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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KW - Satisfaction

KW - Attribution

KW - Reference to WOM

KW - Online reviews

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M3 - Conference article published in proceeding or book

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Jiang J, Gretzel U, Law CHR. Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews. In Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010. Springer. 2010. p. 297-308 doi: 10.1007/978-3-211-99407-8_25

Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews

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