Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/63499
Title: Do negative experiences always lead to dissatisfaction? — Testing attribution theory in the context of online travel reviews
Authors: Jiang, J
Gretzel, U
Law, R 
Keywords: Negative experience
Satisfaction
Attribution
Reference to WOM
Online reviews
Issue Date: 2010
Publisher: Springer
Source: In U Gretzel, R Law & M Fuchs (Eds.), Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010, p. 297-308. Wien ; New York: Springer, 2010 How to cite?
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.
URI: http://hdl.handle.net/10397/63499
ISBN: 9783211994078 (electronic bk.)
9783211994061 (print)
DOI: 10.1007/978-3-211-99407-8_25
Appears in Collections:Conference Paper

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