Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation

For your marketing

Possible founder application

Use it as a product, platform or behavior mechanism reference rather than a direct forecast for a SaaS funnel.

Reported result

What the study found

Two distinct forms of expectation confirmation, satisfaction, and personal characteristics influence eWOM writing; antecedents differ for negative versus positive eWOM.

Research question

What the authors investigated

What influences consumers to write positive versus negative eWOM, and do the antecedents differ by eWOM valence?

Design

Survey study extending the expectation-confirmation model; analysis of respondents who wrote hotel reviews on TripAdvisor.

Sample and setting

438 TripAdvisor hotel reviewers, as reported in the publisher highlights and abstract.

Scope and transfer

Limitations to keep in view

Not stated on the publisher article-preview page fetched in this run.

Research sources

The publisher highlights say the study analyzes survey data from 438 TripAdvisor hotel reviewers and finds differing antecedents for negative and positive eWOM; the abstract states that two types of expectation confirmation influence writing. Direct publisher-page retrieval was recorded on 2026-10-09; profile summarizes the accessible record and does not claim independent review of inaccessible full text.