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	Destination Net Promoter Analysis	HOLSAT Holiday Satisfaction Analysis
Ämnesområde	Tourism	Tourism Recreation
Familj	Process / pipeline	Process / pipeline
Ursprungsår	2003	1998
Upphovsperson	Frederick Reichheld (Net Promoter Score); adapted to destination advocacy	John Tribe & Tim Snaith
Typ	Single-item recommendation-likelihood metric and advocacy-segmentation pipeline	Expectation-performance holiday satisfaction instrument
Ursprungskälla	Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46-54.	Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism Management, 19(1), 25-34.
Alias	Destination Advocacy Score, Destination Recommendation Index, Tourist Net Promoter Measurement, Destination Word-of-Mouth Likelihood Score	Holiday Satisfaction Analysis, HOLSAT Model, Holiday Satisfaction Expectation-Performance Model
Närliggande	4	3
Sammanfattning	Destination net promoter analysis adapts the Net Promoter Score, introduced by Frederick Reichheld (2003), to the measurement of destination advocacy. It rests on a single survey question, how likely a visitor is, on a 0-to-10 scale, to recommend the destination to a friend or colleague, and converts the answers into a compact indicator of word-of-mouth potential. Respondents are sorted into promoters, passives and detractors, and the score is the percentage of promoters minus the percentage of detractors. The metric is attractive for destinations because, as Litvin, Goldsmith and Pan (2008) emphasise, word-of-mouth is one of the most influential information sources in tourism, where intangible products are hard to judge before consumption; a destination's promoters become its advocates, spreading recommendations that drive future visitation, especially through electronic word-of-mouth.	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.