The Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions

This is the authors' abstract. We don't add key points for this paper.

A path model is developed and tested that relates customers' perceptions of performance on multiple dimensions to the perceived level of overall quality possessed by the property, 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. Logistic regression was employed to determine those specific quality and satisfaction dimensions most responsible for willingness to recommend the property. These variables included the general appearance of the property, perceived value associated with the stay, willingness of employees to listen, and the degree to which the property provided a safe environment.