Development and validation of the casino service quality scale: CASERV
Wong I.A.; Fong V.H.I.
Source PublicationInternational Journal of Hospitality Management
AbstractWith intensifying competition among casino operators, consumers are demanding better services. This research conceptualizes casino service quality as a second-order, four-dimensional construct which assesses casino patrons' perceptions of service delivery, service environment, food service, and service product. Based upon a rigorous psychometric process of scale development and validation through three studies in the casino setting, the authors propose the CASERV scale as a comprehensive instrument for measuring casino services that is reliable, valid, and distinct from other service quality measures. The paper concludes with discussion of managerial implications and future research directions. © 2011 Elsevier Ltd.
KeywordCasino Macau Scale development Service quality
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Cited Times [WOS]:35   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionUniversity of Macau
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GB/T 7714
Wong I.A.,Fong V.H.I.. Development and validation of the casino service quality scale: CASERV[J]. International Journal of Hospitality Management,2012,31(1):209.
APA Wong I.A.,&Fong V.H.I..(2012).Development and validation of the casino service quality scale: CASERV.International Journal of Hospitality Management,31(1),209.
MLA Wong I.A.,et al."Development and validation of the casino service quality scale: CASERV".International Journal of Hospitality Management 31.1(2012):209.
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