Structural model of relations among quality, satisfaction, and recommending behavior in lodging decisions

A structural model is developed and tested that relates customers' perceptions of how well lodging properties perform on multiple dimensions to customers' perceptions of lodging quality, their satisfaction with the lodging experience, and their willingness to provide positive word of mouth (WOM). Results suggest that customers' intentions to provide positive WOM primarily are a function of their perceptions of the overall quality of the property, rather than their expressed level of satisfaction with the stay.