The relationship between casino service and gambler loyalty
Paper
Paper/Presentation Title | The relationship between casino service and gambler loyalty |
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Presentation Type | Paper |
Authors | |
Author | Prentice, Catherine |
Journal or Proceedings Title | Proceedings of the 24th Annual Council for Australasian University Tourism and Hospitality Education Conference (CAUTHE 2014) |
Number of Pages | 8 |
Year | 2014 |
Place of Publication | Brisbane, Australia |
ISBN | 9780987050755 |
Web Address (URL) of Paper | https://cauthe.org/conference-proceedings-2014/ |
Conference/Event | 24th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2014) |
Event Details | 24th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2014) Parent Annual Council for Australasian Tourism and Hospitality Education (CAUTHE) Conference Delivery In person Event Date 10 to end of 13 Feb 2014 Event Location Brisbane, Australia |
Abstract | The current investigation is undertaken in Macau casinos and explored the relationship between service quality and Chinese gambler loyalty with a focus on participants from the mainland China. Gamble loyalty is operationalized on the basis of attitudinal and behavioural dimensions. Casino service quality is measured by using a newly developed four dimensional scale named CASER). The results indicate that service quality explains significant variance in Chinese gambler attitudinal loyalty but not behavioural loyalty. In particular, service environment and service delivery make substantial contributions to gambler attitudinal loyalty. Implications of these findings are provided for practitioners and researchers. |
Keywords | casino service quality, behavioural loyalty, attitudinal loyalty, Chinese gamblers, Macau casinos |
ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
350699. Marketing not elsewhere classified | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Swinburne University of Technology |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q7870/the-relationship-between-casino-service-and-gambler-loyalty
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