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

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

59 Citations (Scopus)


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.

Original languageEnglish
Pages (from-to)76-93
Number of pages18
JournalAnnals of Tourism Research
Publication statusPublished - 2016 Mar 1
Externally publishedYes


  • Information processing
  • Learning orientation
  • Need for cognition
  • Online information confusion
  • Price consciousness

ASJC Scopus subject areas

  • Development
  • Tourism, Leisure and Hospitality Management


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