Attribution of Inappropriate Visitor Behavior in a Theme Park Setting – A Conceptual Model

ABSTRACTGiven the scarcity of academic research on customer-to-customer (C2C) interaction in theme parks, this study was designed to construct and test a conceptual model of visitors' attribution of inappropriate behavior, satisfaction, and repeat patronage using attribution theory. Exploratory and confirmatory factor analysis, structural equation modeling, and analysis of the effect of visitor type were carried out. The results show that stability and controllability have a significant impact on satisfaction, and satisfaction also influences repeat patronage. Visitor type had no effect on the relationship between attribution and satisfaction. The theoretical and practical insights of the findings are presented along with the limitations of the study and future directions for research.KEYWORDS: Inappropriate behaviortheme parkattribution theorycustomer-to-customer interaction Additional informationFundingThis work was supported by The Hong Kong Polytechnic University [grant number A.PL35].Notes on contributorsNelson K. F. TsangNelson Kee Fu Tsang is Assistant Professor, School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST-East, Kowloon, Hong Kong SAR (E-mail: nelson.tsang@polyu.edu.hk).Bruce PrideauxAt the time of writing this paper, Bruce Prideaux was Professor in Marketing and Tourism Management, James Cook University, Cairns, Australia. He is currently a Professor with the School of Business and Law, Central Queensland University, Rockhampton, Building 19, Bruce Highway, Rockhampton QLD 4702, Australia. (E-mail: b.prideaux@cqu.edu.au).Louisa LeeLouisa Lee is PhD student, School of Business, James Cook University, Cairns, Australia (E-mail: louisa.lee@my.jcu.edu.au).