UM
Examining casino service quality in the Asian Las Vegas: An alternative approach
Wong I.A.; Fong V.H.I.
2010
Source PublicationJournal of Hospitality Marketing and Management
ISSN19368623
Volume19Issue:8Pages:842
AbstractThe burgeoning development of integrated casinos and the rapid growth of the gaming industry in Asia have attracted much interest in understanding the success of this market. This research explores the roles of 3 casino service quality drivers-game service, service environment, and service delivery-on customer satisfaction and loyalty intention in Macau, the world gaming capital. Based on 2 empirical studies on Chinese casino players, the results reveal that both the service environment and the service delivery are significant predictors of customer satisfaction. However, despite the importance of game service in the casino operation, its relationship with customer satisfaction is insignificant. The results suggest that not every service value proposition is necessarily important to customer delight. The authors discuss implications of the findings and provide directions for future research. © Taylor & Francis Group, LLC.
KeywordCasino gaming Customer satisfaction Game service Service delivery Service environment
DOI10.1080/19368623.2010.514553
URLView the original
Language英语
The Source to ArticleScopus
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Document TypeJournal article
CollectionUniversity of Macau
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GB/T 7714
Wong I.A.,Fong V.H.I.. Examining casino service quality in the Asian Las Vegas: An alternative approach[J]. Journal of Hospitality Marketing and Management,2010,19(8):842.
APA Wong I.A.,&Fong V.H.I..(2010).Examining casino service quality in the Asian Las Vegas: An alternative approach.Journal of Hospitality Marketing and Management,19(8),842.
MLA Wong I.A.,et al."Examining casino service quality in the Asian Las Vegas: An alternative approach".Journal of Hospitality Marketing and Management 19.8(2010):842.
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