Who stays, who walks, and why in high-intensity service contexts
Article
Article Title | Who stays, who walks, and why in high-intensity service contexts |
---|---|
ERA Journal ID | 36355 |
Article Category | Article |
Authors | |
Author | Prentice, Catherine |
Journal Title | Journal of Business Research |
Journal Citation | 67 (4), pp. 608-614 |
Number of Pages | 7 |
Year | 2014 |
Publisher | Elsevier |
Place of Publication | United States |
ISSN | 0148-2963 |
1873-7978 | |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.jbusres.2013.02.044 |
Web Address (URL) | https://www.sciencedirect.com/science/article/pii/S014829631300074X |
Abstract | The current investigation explores relationships among customer service-quality evaluations, propensity-to-switch, and player retention in a highly-intense service delivery environment (casinos). The study also examines the proposal that player loyalty intervenes between casino service-quality perceptions and player retention. Overall customer service-quality perception is operationalized as a multi-dimensional construct, consisting of service environment, empathy, reliability, assurance, responsiveness, game service, and food service. Path analyses show that casino service environment is the only factor that impacts player propensity-to-switch, whereas food service and empathy affect player retention. After separating the sample into three groups based on respondents' average betting, namely low-end, medium and high-end players, the influence of casino service factors on player propensity-to-switch and retention varies substantially among the groups. Results for testing the mediation model demonstrate that customer loyalty affects player retention and that casino service evaluations influence customer loyalty directly. A few measured factors such as age, education, occupation, and income influence player propensity-to-switch and retention. These findings have strategic implications for casino marketers. |
Keywords | Casino service quality; Customer loyalty; Player propensity-to-switch; Player retention |
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/q7873/who-stays-who-walks-and-why-in-high-intensity-service-contexts
59
total views1
total downloads6
views this month0
downloads this month