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 proceedingConference article published in proceeding or bookAcademic research


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 languageEnglish
Title of host publicationInformation and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010
Number of pages12
ISBN (Electronic)9783211994078
ISBN (Print)9783211994061
Publication statusPublished - 2010
EventInternational Conference on Information and Communication Technologies in Tourism -
Duration: 1 Jan 2010 → …


ConferenceInternational Conference on Information and Communication Technologies in Tourism
Period1/01/10 → …


  • Negative experience
  • Satisfaction
  • Attribution
  • Reference to WOM
  • Online reviews

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