It has long been understood in the service sector that positive disconfirmations of expectations drive customer satisfaction. Using a sample of 334 consumers’ travel blog postings that describe positive disconfirmations of international hotel guests, this research finds that a traveler’s home country culture influences whether or not the positive disconfirmation is service-related. Specifically, travelers from individualistic countries and low power distance countries experience a greater proportion of service-related positive disconfirmations than those from collective or high power distance nations. From a theoretical perspective, this research extends the emerging body of research that demonstrates the various influences of culture on consumer satisfaction.
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