方法对比

	Destination Net Promoter Analysis	Expectancy-Disconfirmation Tourist Satisfaction
领域	Tourism	Tourism Recreation
方法族	Process / pipeline	Process / pipeline
起源年份	2003	1980
提出者	Frederick Reichheld (Net Promoter Score); adapted to destination advocacy	Richard L. Oliver
类型	Single-item recommendation-likelihood metric and advocacy-segmentation pipeline	Cognitive model of satisfaction from expectation-performance disconfirmation
开创性文献	Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46-54.	Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
别名	Destination Advocacy Score, Destination Recommendation Index, Tourist Net Promoter Measurement, Destination Word-of-Mouth Likelihood Score	Expectation-Disconfirmation Model, Disconfirmation of Expectations Paradigm, Tourist Satisfaction Disconfirmation Analysis
相关	4	3
摘要	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.	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.