Сравнение на методи

	Expectancy-Disconfirmation Tourist Satisfaction	HOLSAT Holiday Satisfaction Analysis
Област	Tourism Recreation	Tourism Recreation
Семейство	Process / pipeline	Process / pipeline
Година на възникване	1980	1998
Създател	Richard L. Oliver	John Tribe & Tim Snaith
Тип	Cognitive model of satisfaction from expectation-performance disconfirmation	Expectation-performance holiday satisfaction instrument
Основополагащ източник	Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.	Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism Management, 19(1), 25-34.
Други названия	Expectation-Disconfirmation Model, Disconfirmation of Expectations Paradigm, Tourist Satisfaction Disconfirmation Analysis	Holiday Satisfaction Analysis, HOLSAT Model, Holiday Satisfaction Expectation-Performance Model
Свързани	3	3
Резюме	The expectancy-disconfirmation paradigm is the dominant theory of consumer satisfaction and, applied to tourism, the foundation for understanding why tourists are satisfied or disappointed. Set out in Richard Oliver's 1980 cognitive model, the paradigm holds that satisfaction is not determined by how good an experience is in absolute terms but by how the experience compares with prior expectations: when perceived performance exceeds expectations there is positive disconfirmation and satisfaction rises, when it falls short there is negative disconfirmation and satisfaction falls, and when it matches there is confirmation. In tourism this explains why the same destination can delight one visitor and disappoint another depending on what each anticipated. The analysis measures expectations and perceived performance, derives the disconfirmation between them, models how disconfirmation and expectations drive satisfaction, and links satisfaction to outcomes such as intention to revisit and to recommend.	HOLSAT, short for holiday satisfaction, is an instrument for measuring tourists' satisfaction with a holiday by comparing what they expected before the trip with how the destination actually performed. Developed by John Tribe and Tim Snaith in 1998 and tested in Varadero, Cuba, HOLSAT was a deliberate move beyond the service-quality instrument SERVQUAL, which Tribe and Snaith judged ill-suited to holidays because a holiday is a complex, multi-attribute experience that includes negative as well as positive features. HOLSAT therefore measures both positive attributes, where high performance is good, and negative attributes, where low performance is good, and it captures satisfaction as the relationship between prior expectations and experienced performance on each attribute. The attributes are then plotted to reveal regions of satisfaction and dissatisfaction, making HOLSAT a practical, holiday-specific application of the expectancy-disconfirmation logic of consumer satisfaction.