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2009 istte choi cai

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2009 istte choi cai Presentation Transcript

  • 1. ACCOUNTING FOR TOURIST NEGATIVE EXPERIENCE– A CONCEPTUAL MODEL
    Suh-hee Choi and Liping A. Cai
    Purdue Tourism and Hospitality Research Center
    http://www.purdue.edu/tourism/
  • 2. Background
    Complex nature of tourism experience
    Service failure always happens
    Tourists’ efforts to mitigating negative experience
  • 3. Purpose and Objectives
    Conceptualizing tourists’ psychological reactions to a
    negative experience
    Examining key
    concepts
    Identifying the
    relationships among the
    concepts
  • 4. Related Theories
    Self-enhancement theory and self-serving bias
    Justice theory
  • 5. Attribution Theory in Tourism
    Attribution theory
    Adopted to understand consumer behavior
    Partly used in tourism research
  • 6. Proposed Model
    Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    Globality
    Satisfaction
  • 7. Negative
    experience
    (-)
    Satisfaction
  • 8. Negative
    experience
    Satisfaction
  • 9. Negative
    experience
    Loyalty
    Satisfaction
  • 10. Negative
    experience
    Loyalty
    Satisfaction
  • 11. Loyalty as a Moderator
    Negative
    experience
    Loyalty
    Satisfaction
  • 12. P1a : Higher level of destination loyalty leads tourists to attribute more to internal factors after a negative experience.
    Negative
    experience
    Loyalty
    P1a
    Locus
    Causal Attribution
    Stability
    Globality
    Satisfaction
  • 13. P 2a : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to internal factors.
    Negative
    experience
    Loyalty
    P2a
    Locus
    Causal Attribution
    Stability
    Globality
    Satisfaction
  • 14. P1b : Higher level of destination loyalty leads tourists to attribute more to unstable factors after a negative experience.
    Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    P1b
    Globality
    Satisfaction
  • 15. P2b : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to unstable factors.
    Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    P2b
    Globality
    Satisfaction
  • 16. P 1c Higher level of destination loyalty leads tourists to attribute more to specific factors after a negative experience.
    Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    Globality
    P1c
    Satisfaction
  • 17. P2c : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to specific factors.
    Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    Globality
    P2c
    Satisfaction
  • 18. Negative
    experience
    Loyalty
    Locus
    Causal Attribution
    Stability
    Globality
    Satisfaction
    Conclusion
  • 19. Negative experience-based scrutiny
    The moderating effect of loyalty
    Attribution theory as a foundation to understand
    how tourists deal with negative experiences
    Conclusion
  • 20. Thank you.