Emotions in Negative Tourism Experiences: a study on the influence on dissatisfaction

Abstract

The purpose of this study is to identify the emotions evoked as consequence of negative experiences in tourism. The research was conducted in two phases – qualitative and quantitative. The qualitative phase consisted in the use of the critical incident technique, asking informants to remind of a specific event occurred during a travel tour that was extremely unpleasant and answer what they felt in this experience. As a result, 50 items were generated. In the quantitative phase, a survey with a non-probability convenience sample of 94 tourists was conducted. The exploratory factor analysis was the statistical technique used to find the latent dimensional structure of items descriptors of negative emotions. This analysis yielded six factors (dimensions), four of which were integrally related to dimensions found in the literature: Fear, Sadness, Jealousy and Guilt / Shame.