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	Hospitality eWOM Analysis	Expectancy-Disconfirmation Tourist Satisfaction
Field	Tourism	Tourism Recreation
Family	Process / pipeline	Process / pipeline
Year of origin	2008	1980
Originator	Stephen Litvin, Ronald Goldsmith & Bing Pan	Richard L. Oliver
Type	Framework and pipeline for measuring electronic word-of-mouth volume, valence and influence	Cognitive model of satisfaction from expectation-performance disconfirmation
Seminal source	Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic Word-of-Mouth in Hospitality and Tourism Management. Tourism Management, 29(3), 458-468.	Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
Aliases	Electronic Word-of-Mouth Analysis, Online Review Influence Analysis, Hospitality Online WOM Measurement, Digital Word-of-Mouth Analytics	Expectation-Disconfirmation Model, Disconfirmation of Expectations Paradigm, Tourist Satisfaction Disconfirmation Analysis
Related	4	3
Summary	Hospitality eWOM analysis is the systematic study of electronic word-of-mouth, the consumer-generated reviews, ratings, posts and comments that travellers share online about hotels, restaurants, attractions and destinations. Litvin, Goldsmith and Pan (2008) set out the foundational framework, defining eWOM, classifying its channels by communication scope and level of interactivity, and explaining why it matters so much in hospitality and tourism, whose intangible products are difficult to evaluate before consumption and are therefore judged heavily through the experiences of others. The analysis treats this online word-of-mouth as data, measuring its volume, its valence (how positive or negative it is) and the experience dimensions it reveals, and links these to outcomes such as bookings, satisfaction and reputation. Xiang and colleagues (2015) showed how large-scale text analytics of guest-generated reviews can deconstruct the hotel experience and connect it to satisfaction.	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.