Customer behavior and adoption · Survey study extending the expectation-confirmation model; analysis of respondents who wrote hotel reviews on TripAdvisor.
Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation
Kichan Nam, Jeff Baker, Norita Ahmad, Jahyun Goo (2020). Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation. Decision Support Systems. https://doi.org/10.1016/j.dss.2019.113168.
Plain-English take
Two distinct forms of expectation confirmation, satisfaction, and personal characteristics influence eWOM writing; antecedents differ for negative versus positive eWOM. For your marketing: Use it as a product, platform or behavior mechanism reference rather than a direct forecast for a SaaS funnel.
How much weight to give this
3.5/5 Moderate evidence for a specific setting
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Survey study extending the expectation-confirmation model; analysis of respondents who wrote hotel reviews on TripAdvisor.
438 TripAdvisor hotel reviewers, as reported in the publisher highlights and abstract.
Based on the publisher-described design and comparison; see the article for complete analysis.
Publisher record was fetched directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
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.
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.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
Not stated on the publisher article-preview page fetched in this run.
Possible founder application
Use it as a product, platform or behavior mechanism reference rather than a direct forecast for a SaaS funnel.
Evidence access
Publisher abstract/metadata retrieved; consult the linked paper for full methods and tables.
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.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.