Purdue Tourism & Hospitality
Research Center
ACCOUNTING FOR
TOURIST NEGATIVE
EXPERIENCE
– A CONCEPTUAL MODEL
Suh-hee Choi ...
Purdue Tourism & Hospitality
Research Center
Background
Complex nature of tourism experience
Service failure always happen...
Purdue Tourism & Hospitality
Research Center
Purpose and Objectives
Conceptualizing tourists’ psychological reactions to a...
Purdue Tourism & Hospitality
Research Center
Related Theories
Self-enhancement theory and self-serving bias
Justice theory
Purdue Tourism & Hospitality
Research Center
Attribution Theory in Tourism
Attribution theory
Adopted to understand consum...
Purdue Tourism & Hospitality
Research Center
Proposed Model
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Lo...
Purdue Tourism & Hospitality
Research Center
Satisfaction
Negative
experience
(-)
Purdue Tourism & Hospitality
Research Center
Satisfaction
Negative
experience
Purdue Tourism & Hospitality
Research Center
Satisfaction
Loyalty
Negative
experience
Purdue Tourism & Hospitality
Research Center
Satisfaction
Loyalty
Negative
experience
Purdue Tourism & Hospitality
Research Center
Loyalty as a Moderator
Satisfaction
Loyalty
Negative
experience
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Causal
Attribution
Satisfaction
Loyalty
Negative
experience
Locus
Stability
G...
Purdue Tourism & Hospitality
Research Center
Negative experience-based scrutiny
The moderating effect of loyalty
Attributi...
Purdue Tourism & Hospitality
Research Center
Thank you.
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2009 istte choi cai

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2009 istte choi cai

  1. 1. Purdue Tourism & Hospitality Research Center 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. 2. Purdue Tourism & Hospitality Research Center Background Complex nature of tourism experience Service failure always happens Tourists’ efforts to mitigating negative experience
  3. 3. Purdue Tourism & Hospitality Research Center Purpose and Objectives Conceptualizing tourists’ psychological reactions to a negative experience Examining key concepts Identifying the relationships among the concepts
  4. 4. Purdue Tourism & Hospitality Research Center Related Theories Self-enhancement theory and self-serving bias Justice theory
  5. 5. Purdue Tourism & Hospitality Research Center Attribution Theory in Tourism Attribution theory Adopted to understand consumer behavior Partly used in tourism research
  6. 6. Purdue Tourism & Hospitality Research Center Proposed Model Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality
  7. 7. Purdue Tourism & Hospitality Research Center Satisfaction Negative experience (-)
  8. 8. Purdue Tourism & Hospitality Research Center Satisfaction Negative experience
  9. 9. Purdue Tourism & Hospitality Research Center Satisfaction Loyalty Negative experience
  10. 10. Purdue Tourism & Hospitality Research Center Satisfaction Loyalty Negative experience
  11. 11. Purdue Tourism & Hospitality Research Center Loyalty as a Moderator Satisfaction Loyalty Negative experience
  12. 12. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality P1a : Higher level of destination loyalty leads tourists to attribute more to internal factors after a negative experience. P1a
  13. 13. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality P2a P 2a : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to internal factors.
  14. 14. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality P1b P1b : Higher level of destination loyalty leads tourists to attribute more to unstable factors after a negative experience.
  15. 15. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality P2b : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to unstable factors. P2b
  16. 16. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability GlobalityP1c P 1c Higher level of destination loyalty leads tourists to attribute more to specific factors after a negative experience.
  17. 17. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality P2c : Tourists are more satisfied with overall destination experiences if they attribute the negative experience more to specific factors. P2c
  18. 18. Purdue Tourism & Hospitality Research Center Causal Attribution Satisfaction Loyalty Negative experience Locus Stability Globality Conclusion
  19. 19. Purdue Tourism & Hospitality Research Center Negative experience-based scrutiny The moderating effect of loyalty Attribution theory as a foundation to understand how tourists deal with negative experiences Conclusion
  20. 20. Purdue Tourism & Hospitality Research Center Thank you.

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