High expectations: how tourists cope with disappointing vacation experiences

Muhammad Ismail Hossain, Harmen Oppewal, Dewi Tojib

Research output: Contribution to journalArticleResearchpeer-review

14 Citations (Scopus)

Abstract

This study investigates how expectations, locus attribution and disappointment determine coping behaviors when tourists encounter a negative vacation experience. Drawing upon cognitive appraisal theory, it is first hypothesized that individuals with high expectations are more likely to engage in coping behaviors than individuals with low expectations. Disappointment mediates this relationship. Next it is hypothesized that locus attribution of the negative experience moderates these effects. Results from two scenario-based experiments support the hypotheses. Specifically, attribution has a greater effect on disappointment when the provider is the locus instead of the situation. This is particularly so when expectations are low. Greater amounts of confrontative than support-seeking coping result when expectations are high and the provider is the locus. Instead, there is no difference in coping when expectations are low. These findings suggest that tourist services can influence disappointment and related coping behaviors by managing not only tourists’ expectations but also tourists’ attributions.

Original languageEnglish
Pages (from-to)989-1009
Number of pages21
JournalJournal of Travel Research
Volume62
Issue number5
DOIs
Publication statusPublished - May 2023

Keywords

  • expectations
  • attribution
  • emotions
  • disappointment
  • coping behavior
  • vacation choice

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