On the evaluation of teaching and learning in higher education: A multicultural inquiry

The aim of the study was to develop a model of positive word-of-mouth (WoM) iotentions io a higher education context. WoM was found to be directly influenced by satisfaction levels and iodirectly by antecedents of satisfaction, namely positive and negative emotions and perceptions of performance. The model provided a good fit to the data and explaioed 58% of the variance io WoM intentions. When the model was tested on samples of domestic and iotemational students significant differences were noted in that the model explaioed only 21% of the variance io WoM for international compared to 68% for domestic. Moreover emotions for the iotemational sample did not significantly iofluence satisfaction or WoM iotentions.