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Antecedents and outcomes of consumers’ confusion in the online tourism domain

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  • Lu, Allan Cheng Chieh
  • Gursoy, Dogan
  • Lu, Carol Yi Rong

Abstract

From information recipient’s perspective, this paper proposes a research model examining the antecedents and outcomes of online tourism information confusion faced by consumers. Three individual characteristics that are likely to influence information receivers processing capabilities are included as antecedents of information confusion, while five confusion reduction strategies derived from consumer confusion literature are regarded as the outcomes of information confusion. Data for this study were collected from 427 tourism website users and proposed hypotheses were tested utilizing structural equation modeling and regression analysis. Findings of this study provide important managerial implications for online tourism marketers.

Suggested Citation

  • Lu, Allan Cheng Chieh & Gursoy, Dogan & Lu, Carol Yi Rong, 2016. "Antecedents and outcomes of consumers’ confusion in the online tourism domain," Annals of Tourism Research, Elsevier, vol. 57(C), pages 76-93.
    • Handle: RePEc:eee:anture:v:57:y:2016:i:c:p:76-93
    DOI: 10.1016/j.annals.2015.11.020
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    References listed on IDEAS

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    Cited by:

    1. Xue Fa Tong & David Yoon Kin Tong & Wai Sern Tam, 2016. "Food Tourism: The Melaka Gastronomic Experience," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 236-246, September.
    2. Roy, Robin & Shaikh, Ateeque, 2024. "The impact of online consumer review confusion on online shopping cart abandonment: A mediating role of perceived risk and moderating role of mindfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    3. Anninou, Ioanna & Foxall, Gordon R., 2019. "The reinforcing and aversive consequences of customer experience. The role of consumer confusion," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 139-151.
    4. Sano, Kaede & Sano, Hiroki, 2019. "The effect of different crisis communication channels," Annals of Tourism Research, Elsevier, vol. 79(C).
    5. Lucrezia Maria Cosmo & Luigi Piper & Antonio Mileti & Gianluigi Guido, 2023. "The influence of negative travel-related experience on tourist’s brand loyalty," Italian Journal of Marketing, Springer, vol. 2023(3), pages 351-368, September.
    6. Tan, Huimin & Lv, Xingyang & Liu, Xiaoyan & Gursoy, Dogan, 2018. "Evaluation nudge: Effect of evaluation mode of online customer reviews on consumers’ preferences," Tourism Management, Elsevier, vol. 65(C), pages 29-40.
    7. Mohammad Rashed Hasan Polas & Ratul Kumar Saha & Mosab I. Tabash, 2022. "How does tourist perception lead to tourist hesitation? Empirical evidence from Bangladesh," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(3), pages 3659-3686, March.
    8. Băltescu Codruța Adina & Boșcor Dana, 2018. "M-Devices` Use For Purchasing Tourism Products by the Young Generation," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 194-198, December.
    9. Williams, Nigel L. & Inversini, Alessandro & Ferdinand, Nicole & Buhalis, Dimitrios, 2017. "Destination eWOM: A macro and meso network approach?," Annals of Tourism Research, Elsevier, vol. 64(C), pages 87-101.

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