The Role of Relationship Selling in the Performance of Casino Employees

Paper

Prentice, Catherine and King, Brian. 2010. "The Role of Relationship Selling in the Performance of Casino Employees." Wells, Malcolm (ed.) 20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010). Hobart, Tasmania 08 - 11 Feb 2010 Hobart, Tasmania.

Paper/Presentation Title	The Role of Relationship Selling in the Performance of Casino Employees
Presentation Type	Paper
Authors	Prentice, Catherine (Author) and King, Brian (Author)
Editors	Wells, Malcolm
Journal or Proceedings Title	Proceedings of the 20th Annual Council for Australasian University Tourism and Hospitality Education Conference (CAUTHE 2010)
Number of Pages	20
Year	2010
Place of Publication	Hobart, Tasmania
ISBN	9781862955608
Web Address (URL) of Paper	https://cauthe.org/services/conferences/conference-2010/
Conference/Event	20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010)
Event Details	20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010) Parent Annual Council for Australasian Tourism and Hospitality Education (CAUTHE) Conference Delivery In person Event Date 08 to end of 11 Feb 2010 Event Location Hobart, Tasmania
Abstract	For casinos involved in targeting high-end clients, relationship building and customer retention are important marketing activities. This paper investigates the incidence of two marketing approaches, namely customer orientation and adaptability. The paper explores how these approaches influence the performance of frontline employees operating in the casino high-end market. The investigation involved a survey administered to frontline service representatives within the VIP gaming areas of one of the world's largest casinos. The questionnaire focused on the issues of customer orientation, adaptability and job performance. Various statistical analyses including multiple regression were deployed to analyse the data generated by the 152 valid responses. It is concluded that relationship-oriented selling behaviours are significant predictors of service performance. The predictive capacity of adaptability was particularly strong in terms of the criterion variable.
Keywords	casinos; high-end clients; relationship building
ANZSRC Field of Research 2020	350799. Strategy, management and organisational behaviour not elsewhere classified
	350699. Marketing not elsewhere classified
Public Notes	There are no files associated with this item.
Byline Affiliations	Victoria University
Institution of Origin	University of Southern Queensland

Permalink -

https://research.usq.edu.au/item/q7889/the-role-of-relationship-selling-in-the-performance-of-casino-employees

71
total views
0
total downloads
4
views this month
0
downloads this month

Export as

Related outputs

A Journey From Customer Acquisition to Retention: An Integrative Model for Guiding Future Gaming Marketing Research

Tuguinay, Jovanie, Prentice, Catherine, Moyle, Brent, Vada, Sera and Weaven, Scott. 2024. "A Journey From Customer Acquisition to Retention: An Integrative Model for Guiding Future Gaming Marketing Research." Cornell Hospitality Quarterly: hospitality leadership through learning. 65 (3), pp. 335-353. https://doi.org/10.1177/19389655231214718

Technology adoption in the academic community: a multi-perspective study

Prentice, Catherine, Sengel, Ümit and Çevrimkaya, Mustafa. 2024. "Technology adoption in the academic community: a multi-perspective study." Anatolia. https://doi.org/10.1080/13032917.2024.2399553

Work-life imbalance, burning out, feeling down, I will quit, but quietly–the case of hospitality employees

Prentice, Catherine, Dominique-Ferreira, Sergio, Wang, Xuequn, Tuominen, Jesse, Duarte, Márcia and Rocha, Helena. 2024. "Work-life imbalance, burning out, feeling down, I will quit, but quietly–the case of hospitality employees." Journal of Hospitality Marketing and Management. https://doi.org/10.1080/19368623.2024.2389074

Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants

He, Wei, Prentice, Catherine and Wang, Xuequn. 2024. "Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants." Journal of Business Research. 183. https://doi.org/10.1016/j.jbusres.2024.114850

Understanding the Effects of Reservation Systems and Online Transaction Capacity on the Competitiveness of Travel Agencies

Iskin, Merve, Prentice, Catherine, Eker, Nuray and Sengel, Umit. 2024. "Understanding the Effects of Reservation Systems and Online Transaction Capacity on the Competitiveness of Travel Agencies." European Journal of Tourism, Hospitality and Recreation. 14 (1), pp. 55-70. https://doi.org/10.2478/ejthr-2024-0004

Consumer confidence and cryptocurrency excess returns: a three-factor model

Peng, Sanshao, Shams, Syed, Prentice, Catherine and Sarker, Tapan. 2024. "Consumer confidence and cryptocurrency excess returns: a three-factor model." Global Finance Journal. 62. https://doi.org/10.1016/j.gfj.2024.101029

Organizational Commitment: The Role of Organizational Happiness and Quiet Quitting

Dominique-Ferreira, Sergio, Oliveira, Marina and Prentice, Catherine. 2024. "Organizational Commitment: The Role of Organizational Happiness and Quiet Quitting." 2023 International Conference on Tourism, Technology and Systems (ICOTTS 2023). Bacalar, Mexico 02 - 04 Nov 2023 Singapore . Springer. https://doi.org/10.1007/978-981-99-9758-9_6

Experience-driven well-being and purchase: An alternative model of memorable wine tourism experiences

Sthapit, Erose, Prentice, Catherine, Ji, Chunli, Yang, Ping, Garrod, Brian and Björk, Peter. 2024. "Experience-driven well-being and purchase: An alternative model of memorable wine tourism experiences." International Journal of Tourism Research. 26 (2). https://doi.org/10.1002/jtr.2645

Demystifying Intuitional and Rational Decision-Marking: Symmetrical and Asymmetrical Analysis

Mi, Lili, Prentice, Catherine, Taskin, Nazim and Pauleen, David. 2024. "Demystifying Intuitional and Rational Decision-Marking: Symmetrical and Asymmetrical Analysis." Australasian Marketing Journal. https://doi.org/10.1177/14413582241244811

Firm engagement: Scale development and verification

Han, Xiaoyun, Zheng, Yundan, Prentice, Catherine and Chen, Shuping. 2024. "Firm engagement: Scale development and verification." Journal of Retailing and Consumer Services. 80. https://doi.org/10.1016/j.jretconser.2024.103902

A comparative analysis of supply chain management between Portugal and Ireland

Dominique-Ferreira, Sérgio, Brophy, Richard and Prentice, Catherine. 2024. "A comparative analysis of supply chain management between Portugal and Ireland." European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-04-2022-0118

Integrating Artificial Intelligence and Customer Experience

Chen, Ying and Prentice, Catherine. 2024. "Integrating Artificial Intelligence and Customer Experience." Australasian Marketing Journal. https://doi.org/10.1177/14413582241252904

Shaping destination marketing with norms and personality

Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2024. "Shaping destination marketing with norms and personality." Journal of Retailing and Consumer Services. 77. https://doi.org/10.1016/j.jretconser.2023.103643

Experience-driven well-being: the case of unmanned smart hotels

Sthapit, Erose, Ji, Chunli, Yang, Yang, Prentice, Catherine, Garrod, Brian and Yang, Huijun. 2024. "Experience-driven well-being: the case of unmanned smart hotels." International Journal of Contemporary Hospitality Management. 36 (13). https://doi.org/10.1108/IJCHM-07-2023-1063

Build trust, they will come: the case of casino high rollers!

Ji, Chunli, Prentice, Catherine, Sthapit, Erose and Lei, Inman. 2024. "Build trust, they will come: the case of casino high rollers!" International Journal of Contemporary Hospitality Management. 36 (10), pp. 3361-3377. https://doi.org/10.1108/IJCHM-07-2023-0929

Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula

Darvishmotevali, Mahlagha, Prentice, Catherine and Altinay, Levent. 2024. "Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula." International Journal of Contemporary Hospitality Management. 36 (10), pp. 3453-3473. https://doi.org/10.1108/IJCHM-06-2023-0776

Norms and consumer behaviors in tourism: a systematic literature review

Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2024. "Norms and consumer behaviors in tourism: a systematic literature review." Tourism Review. 79 (4), pp. 923-938. https://doi.org/10.1108/TR-03-2023-0151

Addressing data quality in Airbnb research

Prentice, Catherine and Pawlicz, Adam. 2024. "Addressing data quality in Airbnb research." International Journal of Contemporary Hospitality Management. 36 (3), pp. 812-832. https://doi.org/10.1108/IJCHM-10-2022-1207

A systematic literature review on the determinants of cryptocurrency pricing

Peng, Sanshao, Prentice, Catherine, Shams, Syed and Sarker, Tapan. 2024. "A systematic literature review on the determinants of cryptocurrency pricing." China Accounting and Finance Review. 26 (1), pp. 1-30. https://doi.org/10.1108/CAFR-05-2023-0053

Leveraging Emotional and Artificial Intelligence for Organisational Performance

Prentice, Catherine. 2023. Leveraging Emotional and Artificial Intelligence for Organisational Performance. Singapore. Springer.

Exploring the Role of Emotional Intelligence and Artificial Intelligence on Luxury Value and Customer-Based Outcomes

Dominique-Ferreira, Sérgio Dominique-Ferreira, Gomes, Helena, Brito, Pedro Quelhas and Prentice, Catherine. 2023. "Exploring the Role of Emotional Intelligence and Artificial Intelligence on Luxury Value and Customer-Based Outcomes." 2022 International Conference in Information Technology and Education (ICITED’22). Rio de Janeiro, Brazil 14 - 16 Jul 2022 Singapore. Springer. https://doi.org/10.1007/978-981-19-6585-2_48

Managing burnout from engagement-derived acting strategy

Prentice, Catherine, Snell, Lan and Sok, Phyra. 2023. "Managing burnout from engagement-derived acting strategy." Journal of Service Theory and Practice. 33 (4), pp. 577-597. https://doi.org/10.1108/JSTP-07-2022-0144

Want to feel better, share what you know

Prentice, Catherine, Zeidan, Susan and Nguyen, Mai. 2023. "Want to feel better, share what you know." Knowledge Management Research and Practice. 21 (5), pp. 1008-1019. https://doi.org/10.1080/14778238.2023.2169203

Artificial intelligence as a boundary-crossing object for employee engagement and performance

Prentice, Catherine, Wong, IpKin Anthony and Lin, Zhiwei. 2023. "Artificial intelligence as a boundary-crossing object for employee engagement and performance." Journal of Retailing and Consumer Services. 73. https://doi.org/10.1016/j.jretconser.2023.103376

Engaging with intelligent voice assistants for wellbeing and brand attachment

Prentice, Catherine, Loureiro, Sandra Maria Correia and Guerreiro, João. 2023. "Engaging with intelligent voice assistants for wellbeing and brand attachment." Journal of Brand Management. 30 (5), pp. 449-460. https://doi.org/10.1057/s41262-023-00321-0

Supply chain management in the insurance industry – symmetrical and asymmetrical analysis

Prentice, Catherine, Dominique-Ferreira, Sergio and Wang, Xuequn. 2023. "Supply chain management in the insurance industry – symmetrical and asymmetrical analysis." Journal of Business and Industrial Marketing. 38 (11).

Do major health shocks affect the interconnectedness of E-commerce and electronic payment markets? a regional analysis

Gunay, Samet, Prentice, Catherine and Sraieb, Mohamed. 2023. "Do major health shocks affect the interconnectedness of E-commerce and electronic payment markets? a regional analysis." Electronic Commerce Research. https://doi.org/10.1007/s10660-022-09669-y

Identifying an Optimal Model for Blockchain Technology Adoption in the Agricultural Sector

Gandhi Maniam, Peter Sasitharan, Prentice, Catherine, Sassenberg, Anne-Marie and Soar, Jeffrey. 2023. "Identifying an Optimal Model for Blockchain Technology Adoption in the Agricultural Sector." Logistics (MDPI AG). 7 (3), pp. 1-19. https://doi.org/10.3390/logistics7030059

The Influence of Web Design on Customer Engagement with an Online Travel Agency

Dominique-Ferreira, Sergio, Viana, Marta, Prentice, Catherine and Martins, Nuno. 2022. "The Influence of Web Design on Customer Engagement with an Online Travel Agency." Abreu, Antonio, Liberato, Dalia and Ojeda, Juan Carlos Garcia (ed.) 2021 International Conference on Tourism, Technology and Systems (ICOTTS 21). Cartagena de Indias, Colombia 04 - 06 Nov 2021 Singapore. https://doi.org/10.1007/978-981-19-1040-1_28

The influence of travel companionships on memorable tourism experiences, well-being, and behavioural intentions

Vada, Sera, Prentice, Catherine, Filep, Sebastian and King, Brian. 2022. "The influence of travel companionships on memorable tourism experiences, well-being, and behavioural intentions." International Journal of Tourism Research. 24 (5), pp. 714-724. https://doi.org/10.1002/jtr.2533

Securing jobs with individual trait and organisational support?

Zeidan, Susan, Prentice, Catherine and Nguyen, Mai. 2023. "Securing jobs with individual trait and organisational support?" International Journal of Organizational Analysis. 31 (6), pp. 2707-2728. https://doi.org/10.1108/IJOA-12-2021-3076

Systematic literature review on emotional intelligence and conflict management

Winardi, Michael Aswin, Prentice, Catherine and Weaven, Scott. 2022. "Systematic literature review on emotional intelligence and conflict management." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 372-397. https://doi.org/10.1080/21639159.2020.1808847

Beliefs about the factors that motivate prosocial sentiments among people in the privileged class of Pakistan during the COVID-19 pandemic

Ahmed, Ahsan Mehmood, Rasool, Shahid, Prentice, Catherine and Ahmad, Muhammad Hissan. 2022. "Beliefs about the factors that motivate prosocial sentiments among people in the privileged class of Pakistan during the COVID-19 pandemic." Journal of Social Issues. 78 (3), pp. 717-736. https://doi.org/10.1111/josi.12506

A systematic literature review of AI in the sharing economy

Chen, Ying, Prentice, Catherine, Weaven, Scott and Hsiao, Aaron. 2022. "A systematic literature review of AI in the sharing economy." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 434-451. https://doi.org/10.1080/21639159.2020.1808850

Managing eWOM for hotel performance

Mathews, Shane, Prentice, Catherine, Tsou, Alice, Weeks, Clinton, Tam, Lisa and Luck, Edwina. 2022. "Managing eWOM for hotel performance." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 331-350. https://doi.org/10.1080/21639159.2020.1808844

The influence of risk perception and brand image on airline passengers' travel behaviours

Prentice, Catherine and Manhas, Parikshat Singh. 2018. "The influence of risk perception and brand image on airline passengers' travel behaviours." 28th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2018). Newcastle, Australia 05 - 08 Feb 2018 Newcastle, Australia.

Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce

Wang, Xuequn, Gewald, Heiko, Lin, Xiaolin and Prentice, Catherine. 2020. "Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce." 53rd Annual Hawaii International Conference on System Sciences (HICSS 2020). Maui, United States 07 - 10 Jan 2020 Maui, United States.

Developing a digital platform based on a design and marketing approach

Dominique-Ferreira, Sergio, Viana, Marta and Prentice, Catherine. 2021. "Developing a digital platform based on a design and marketing approach." Rocha, Alvaro, Goncalves, Ramiro, Penalvo, Francisco Garcia and Martins, Jose (ed.) 16th Iberian Conference on Information Systems and Technologies (CISTI 2021). Chaves, Portugal 23 - 26 Jun 2021 United States. https://doi.org/10.23919/CISTI52073.2021.9476363

Understanding Short-Term Rental Data Sources - A Variety of Second-Best Solutions

Pawlicz, Adam and Prentice, Catherine. 2021. "Understanding Short-Term Rental Data Sources - A Variety of Second-Best Solutions." Buhalis, Dimitrios, Ekiz, Erdogan, Gracan, Daniela, Ivanov, Stanislav, Kesar, Oliver, Nizic, Marinela Krstinic, Mihalic, Tanja and Rakic, Tijana (ed.) 6th International Scientific Conference: ToSEE - Tourism in Southern and Eastern Europe (2021). Opatija, Croatia 30 Jun - 02 Jul 2021 Opatija, Croatia.

Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account Representatives

Prentice, Catherine. 2008. Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account Representatives. PhD Thesis Victoria University.

The relationship between personality, emotional intelligence and adaptiveness in the casino industry

Prentice, Catherine. 2010. "The relationship between personality, emotional intelligence and adaptiveness in the casino industry." 7th International Conference on Public Welfare and Gaming Industry (2010). Beijing, China

Relationship selling and the service performance of casino frontline employees

Prentice, Catherine and King, Brian. 2010. "Relationship selling and the service performance of casino frontline employees." Wells, Malcolm (ed.) 20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010). Hobart, Tasmania 08 - 11 Feb 2010 Hobart, Australia.

Emotional labour and its consequences: The moderating effect of emotional intelligence

Prentice, Catherine. 2013. "Emotional labour and its consequences: The moderating effect of emotional intelligence." Individual Sources, Dynamics, and Expressions of Emotion. Bingley, United Kingdom. Emerald. pp. 187-201

Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach

Prentice, Catherine and King, Brian E. M.. 2013. "Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach." Journal of Business Research. 66 (9), pp. 1637-1643. https://doi.org/10.1016/j.jbusres.2012.12.009

Impacts of the Structure of the Casino Industry

Thompson, William and Prentice, Catherine. 2013. "Impacts of the Structure of the Casino Industry." 15th International Conference on Gambling and Risk Taking (2013). Las Vegas, United States 13 May 2013 Las Vegas, United States.

Should Casinos Exist as Monopolies or Should Casinos Be in Open Markets

Thompson, William N. and Prentice, Catherine. 2013. "Should Casinos Exist as Monopolies or Should Casinos Be in Open Markets." UNLV Gaming Law Journal. 4 (1), pp. 39-72.

Who stays, who walks, and why in high-intensity service contexts

Prentice, Catherine. 2014. "Who stays, who walks, and why in high-intensity service contexts." Journal of Business Research. 67 (4), pp. 608-614. https://doi.org/10.1016/j.jbusres.2013.02.044

The relationship between casino service and gambler loyalty

Prentice, Catherine. 2014. "The relationship between casino service and gambler loyalty." 24th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2014). Brisbane, Australia 10 - 13 Feb 2014 Brisbane, Australia.

To Gamble or Not? Perceptions of Macau Among Mainland Chinese and Hong Kong Visitors

Zeng, ZhongLu, Prentice, Catherine and King, Brian Edward. 2014. "To Gamble or Not? Perceptions of Macau Among Mainland Chinese and Hong Kong Visitors." International Journal of Tourism Research. 16 (2), pp. 105-112. https://doi.org/10.1002/jtr.1902

Gambler Loyalty – A Qualitative and Quantitative Investigation

Prentice, Catherine. 2015. "Gambler Loyalty – A Qualitative and Quantitative Investigation." Campbell, Colin and Ma, Junzhao Jonathon (ed.) Looking Forward, Looking Back: Drawing on the Past to Shape the Future of Marketing. Cham, Switzerland. Springer. pp. 760-760

Service Quality Perception and Casino Player Loyalty

Prentice, Catherine. 2016. "Service Quality Perception and Casino Player Loyalty." Obal, Michael W., Krey, Nina and Bushardt, Christian (ed.) Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era: Proceedings of the 2014 Academy of Marketing Science (AMS) Annual Conference. Cham, Switzerland. Springer. pp. 405-410

Emotional intelligence and marketing

Prentice, Catherine. Venkatesh, Sandhya (ed.) 2019. Emotional intelligence and marketing. Singapore. World Scientific Publishing.

Intrinsic and extrinsic motives in engaging in the sharing economy in tourism

Prentice, Catherine, Mathews, Shane and Chen, Ying. 2019. "Intrinsic and extrinsic motives in engaging in the sharing economy in tourism." 29th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2019). Cairns, Australia 11 - 14 Feb 2019 Cairns, Australia.

Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship

Douglas, Evan J., Shepherd, Dean A. and Prentice, Catherine. 2020. "Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship." Journal of Business Venturing. 35 (1), pp. 1-17. https://doi.org/10.1016/j.jbusvent.2019.105970

Reverse relationship between reward, knowledge sharing and performance

Nguyen, Tuyet-Mai and Prentice, Catherine. 2022. "Reverse relationship between reward, knowledge sharing and performance." Knowledge Management Research and Practice. 20 (4), pp. 516-527. https://doi.org/10.1080/14778238.2020.1821588

Benchmarking and Rebranding a Handcraft Brand

Dominique-Ferreira, Sergio, Roque, Andreia and Prentice, Catherine. 2021. "Benchmarking and Rebranding a Handcraft Brand." Martins, Nuno, Brandao, Daniel and da Silva, Fernando Moreira (ed.) Perspectives on Design and Digital Communication II: Research, Innovations and Best Practices. Cham, Switzerland. Springer. pp. 351-367

Emotional Intelligence and Service Quality

Prentice, Catherine. 2022. "Emotional Intelligence and Service Quality." Buhalis, Dimitrios (ed.) Encyclopedia of Tourism Management and Marketing. United Kingdom. Edward Elgar Publishing.

The influence of emotional intelligence on the service performance of casino frontline employees

Prentice, Catherine and King, Brian. 2011. "The influence of emotional intelligence on the service performance of casino frontline employees." Tourism and Hospitality Research: the Surrey quarterly review. 11 (1), pp. 49-66. https://doi.org/10.1057/thr.2010.21

Relationship marketing in the casino industry

Prentice, Catherine and King, Brian. 2011. "Relationship marketing in the casino industry." Journal of Vacation Marketing. 17 (1), pp. 51-63. https://doi.org/10.1177/1356766710391135

Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel

Prentice, Catherine and King, Brian E. M.. 2012. "Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel." Services Marketing Quarterly. 33 (1), pp. 34-48. https://doi.org/10.1080/15332969.2012.633426

Casino Service Quality, Tiered Customer Segments, and Casino Player Retention

Prentice, Catherine, King, Brian E. M. and Ohtsuka, Keis. 2012. "Casino Service Quality, Tiered Customer Segments, and Casino Player Retention." Services Marketing Quarterly. 33 (4), pp. 277-291. https://doi.org/10.1080/15332969.2012.714700

Service quality perceptions and customer loyalty in casinos

Prentice, Catherine. 2013. "Service quality perceptions and customer loyalty in casinos." International Journal of Contemporary Hospitality Management. 25 (1), pp. 49-64. https://doi.org/10.1108/09596111311290219

Attitudinal and Behavioral Loyalty Amongst Casino Players in Macau

Prentice, Catherine. 2013. "Attitudinal and Behavioral Loyalty Amongst Casino Players in Macau." Services Marketing Quarterly. 34 (4), pp. 309-321. https://doi.org/10.1080/15332969.2013.827067

Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

Prentice, Catherine, Chen, Po-Ju and King, Brian. 2013. "Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts." International Journal of Hospitality Management. 35, pp. 225-236. https://doi.org/10.1016/j.ijhm.2013.06.007

Emotional intelligence and adaptability– Service encounters between casino hosts and premium players

Prentice, Catherine and King, Brian E. M.. 2013. "Emotional intelligence and adaptability– Service encounters between casino hosts and premium players." International Journal of Hospitality Management. 32, pp. 287-294. https://doi.org/10.1016/j.ijhm.2012.06.004

Problem Gamblers’ Harsh Gaze on Casino Services

Prentice, Catherine and Woodside, Arch G.. 2013. "Problem Gamblers’ Harsh Gaze on Casino Services." Psychology and Marketing. 30 (12), pp. 1108-1123. https://doi.org/10.1002/mar.20670

Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?

Shi, Yongdong, Prentice, Catherine and He, Wei. 2014. "Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?" International Journal of Hospitality Management. 40, pp. 81-91. https://doi.org/10.1016/j.ijhm.2014.03.013

The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

Thaichon, Paramaporn, Lobo, Antonio, Prentice, Catherine and Quach, Thu Nguyen. 2014. "The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns." Journal of Retailing and Consumer Services. 21 (6), pp. 1047-1058. https://doi.org/10.1016/j.jretconser.2014.06.006

A patron, a referral and why in Macau casinos—The case of mainland Chinese gamblers

Zeng, Zhong Lu and Prentice, Catherine. 2014. "A patron, a referral and why in Macau casinos—The case of mainland Chinese gamblers." International Journal of Hospitality Management. 36, pp. 167-175. https://doi.org/10.1016/j.ijhm.2013.09.001

Multiple Ps′ effects on gambling, drinking and smoking: Advancing theory and evidence

Prentice, Catherine and Cotte, June. 2015. "Multiple Ps′ effects on gambling, drinking and smoking: Advancing theory and evidence." Journal of Business Research. 68 (10), pp. 2045-2222. https://doi.org/10.1016/j.jbusres.2015.03.001

Casino marketing, problem gamblers or loyal customers?

Prentice, Catherine and Wong, IpKin Anthony. 2015. "Casino marketing, problem gamblers or loyal customers?" Journal of Business Research. 68 (10), pp. 2084-2092. https://doi.org/10.1016/j.jbusres.2015.03.006

Multilevel environment induced impulsive gambling

Wong, IpKin Anthony and Prentice, Catherine. 2015. "Multilevel environment induced impulsive gambling." Journal of Business Research. 68 (10), pp. 2102-2108. https://doi.org/10.1016/j.jbusres.2015.03.008

Revisiting Problem Gamblers’ Harsh Gaze on Casino Services: Applying Complexity Theory to Identify Exceptional Customers

Woodside, Arch G., Prentice, Catherine and Larsen, Anders. 2015. "Revisiting Problem Gamblers’ Harsh Gaze on Casino Services: Applying Complexity Theory to Identify Exceptional Customers." Psychology and Marketing. 32 (1), pp. 65-77. https://doi.org/10.1002/mar.20763

Quality, Value?– Insights into Medical Tourists’ Attitudes and Behaviors

Prajitmutita, Lyn Manassannan, Perenyi, Aron and Prentice, Catherine. 2016. "Quality, Value?– Insights into Medical Tourists’ Attitudes and Behaviors." Journal of Retailing and Consumer Services. 31, pp. 207-216. https://doi.org/10.1016/j.jretconser.2016.04.005

Leveraging employee emotional intelligence in casino profitability

Prentice, Catherine. 2016. "Leveraging employee emotional intelligence in casino profitability." Journal of Retailing and Consumer Services. 33, pp. 127-134. https://doi.org/10.1016/j.jretconser.2016.08.011

Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation

Prentice, Catherine, Han, Xiao-Yun and Li, Yao-Qi. 2016. "Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation." Services Marketing Quarterly. 37 (1), pp. 36-51. https://doi.org/10.1080/15332969.2015.1112182

Insights into Vodka consumer attitude and purchasing behaviors

Prentice, Catherine and Handsjuk, Nikolai. 2016. "Insights into Vodka consumer attitude and purchasing behaviors." Journal of Retailing and Consumer Services. 32, pp. 7-14. https://doi.org/10.1016/j.jretconser.2016.05.009

Embracing or fighting the urge: A multilevel investigation on casino service, branding and impulsive gambling

Prentice, Catherine and Wong, IpKin Anthony. 2016. "Embracing or fighting the urge: A multilevel investigation on casino service, branding and impulsive gambling." International Journal of Hospitality Management. 56, pp. 109-118. https://doi.org/10.1016/j.ijhm.2016.04.009

An asymmetrical approach to understanding configurations of customer loyalty in the airline industry

Prentice, Catherine and Loureiro, Sandra Maria Correia. 2017. "An asymmetrical approach to understanding configurations of customer loyalty in the airline industry." Journal of Retailing and Consumer Services. 38, pp. 96-107. https://doi.org/10.1016/j.jretconser.2017.05.005

Uncovering the service profit chain in the casino industry

Prentice, Catherine, Wong, IpKin Anthony and Lam, Desmond. 2017. "Uncovering the service profit chain in the casino industry." International Journal of Contemporary Hospitality Management. 29 (11), pp. 2826-2846. https://doi.org/10.1108/IJCHM-02-2016-0089

Celebrity endorsement and stock market return

Prentice, Catherine and Zhang, Lei. 2017. "Celebrity endorsement and stock market return." Marketing Intelligence and Planning. 35 (4), pp. 529-543. https://doi.org/10.1108/MIP-10-2016-0197

New marketing in fashion e-commerce

Guercini, Simone, Bernal, Pedro Mir and Prentice, Catherine. 2018. "New marketing in fashion e-commerce." Journal of Global Fashion Marketing. 9 (1), pp. 1-8. https://doi.org/10.1080/20932685.2018.1407018

Consumer-based approach to customer engagement– The case of luxury brands

Prentice, Catherine and Loureiro, Sandra Maria Correia. 2018. "Consumer-based approach to customer engagement– The case of luxury brands." Journal of Retailing and Consumer Services. 43, pp. 325-332. https://doi.org/10.1016/j.jretconser.2018.05.003

An Organic Approach to Customer Engagement and Loyalty

Prentice, Catherine, Wang, Xuequn and Lin, Xiaolin. 2020. "An Organic Approach to Customer Engagement and Loyalty." Journal of Computer Information Systems. 60 (4), pp. 326-335. https://doi.org/10.1080/08874417.2018.1485528

From gambling exposure to adaptation: Implications for casino sustainability

Prentice, Catherine and Zeng, Zhonglu. 2018. "From gambling exposure to adaptation: Implications for casino sustainability." Journal of Retailing and Consumer Services. 41, pp. 31-36. https://doi.org/10.1016/j.jretconser.2017.11.004

The effects of brand identity on brand performance in the service sector

Casidy, Riza, Prentice, Catherine and Wymer, Walter. 2019. "The effects of brand identity on brand performance in the service sector." Journal of Strategic Marketing. 27 (8), pp. 651-665. https://doi.org/10.1080/0965254X.2018.1464050

Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis

Douglas, Evan and Prentice, Catherine. 2019. "Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis." Journal of Business Research. 99, pp. 69-79. https://doi.org/10.1016/j.jbusres.2019.02.031

Emotional intelligence and tourist experience: a perspective article

Prentice, Catherine. 2019. "Emotional intelligence and tourist experience: a perspective article." Tourism Review. 75 (1), pp. 52-55. https://doi.org/10.1108/TR-06-2019-0243

The role of airport service quality in airport and destination choice

Prentice, Catherine and Kadan, Mariam. 2019. "The role of airport service quality in airport and destination choice." Journal of Retailing and Consumer Services. 47, pp. 40-48. https://doi.org/10.1016/j.jretconser.2018.10.006

The influence of brand experience and service quality on customer engagement

Prentice, Catherine, Wang, Xuequn and Loureiro, Sandra Maria Correia. 2019. "The influence of brand experience and service quality on customer engagement." Journal of Retailing and Consumer Services. 50, pp. 50-59. https://doi.org/10.1016/j.jretconser.2019.04.020

Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity

Ou, Juanjuan, Wong, IpKin Anthony, Prentice, Catherine and Liu, Matthew Tingchi. 2020. "Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity." Journal of Hospitality and Tourism Research. 44 (2), pp. 377-402. https://doi.org/10.1177/1096348019897360

Testing complexity theory in service research

Prentice, Catherine. 2020. "Testing complexity theory in service research." Journal of Services Marketing. 34 (2), pp. 149-162. https://doi.org/10.1108/JSM-09-2019-0353

Enhancing the tourist experience with emotional intelligence

Prentice, Catherine. 2020. "Enhancing the tourist experience with emotional intelligence." Tourism Review. 75 (5), pp. 733-744. https://doi.org/10.1108/TR-06-2019-0254

FOR A SPECIAL ISSUE ON COVID-19 and Service Industries

Prentice, Catherine, Kabadayi, Sertan and Woodside, Arch. Prentice, Catherine, Kabadayi, Sertan and Woodside, Arch (ed.) 2020. FOR A SPECIAL ISSUE ON COVID-19 and Service Industries. United Kingdom. Routledge.

Linking AI quality performance and customer engagement: The moderating effect of AI preference

Prentice, Catherine, Weaven, Scott and Wong, IpKin Anthony. 2020. "Linking AI quality performance and customer engagement: The moderating effect of AI preference." International Journal of Hospitality Management. 90, pp. 1-10. https://doi.org/10.1016/j.ijhm.2020.102629

Personality, trait EI and coping with COVID 19 measures

Prentice, Catherine, Zeidan, Susan and Wang, Xuequn. 2020. "Personality, trait EI and coping with COVID 19 measures." International Journal of Disaster Risk Reduction. 51, pp. 1-10. https://doi.org/10.1016/j.ijdrr.2020.101789

An integrative study of the implications of the rise of coworking spaces in smart cities

Zhao, Fang, Prentice, Catherine, Wallis, Joseph, Patel, Arvind and Waxin, Marie-France. 2020. "An integrative study of the implications of the rise of coworking spaces in smart cities." Entrepreneurship and Sustainability Issues. 8 (20), pp. 467-486. https://doi.org/10.9770/jesi.2020.8.2(28)

Positive psychology and tourist well-being: A systematic literature review

Vada, Sera, Prentice, Catherine, Scott, Noel and Hsiao, Aaron. 2020. "Positive psychology and tourist well-being: A systematic literature review." Tourism Management Perspectives. 33, pp. 1-14. https://doi.org/10.1016/j.tmp.2019.100631

Linking internal service quality and casino dealer performance

Prentice, Catherine. 2018. "Linking internal service quality and casino dealer performance." Journal of Hospitality Marketing and Management. 27 (6), pp. 733-753. https://doi.org/10.1080/19368623.2018.1413476

Managing service encounters with emotional intelligence

Prentice, Catherine. 2019. "Managing service encounters with emotional intelligence." Journal of Retailing and Consumer Services. 51, pp. 344-351. https://doi.org/10.1016/j.jretconser.2019.07.001

The influence of product and personal attributes on organic food marketing

Prentice, Catherine, Chen, Jue and Wang, Xuequn. 2019. "The influence of product and personal attributes on organic food marketing." Journal of Retailing and Consumer Services. 46, pp. 70-78. https://doi.org/10.1016/j.jretconser.2017.10.020

The influence of identity-driven customer engagement on purchase intention

Prentice, Catherine, Han, Xiao Yun, Hua, Lian-Lian and Hu, Lin. 2019. "The influence of identity-driven customer engagement on purchase intention." Journal of Retailing and Consumer Services. 47, pp. 339-347. https://doi.org/10.1016/j.jretconser.2018.12.014

Performance driven outcomes — The case of frontline employees in the hospitality sector

Prentice, Catherine, Ma, Erdan and Wong, IpKin Anthony. 2019. "Performance driven outcomes — The case of frontline employees in the hospitality sector." Journal of Hospitality Marketing and Management. 28 (1), pp. 101-123. https://doi.org/10.1080/19368623.2018.1486767

Revisiting the job performance – burnout relationship

Prentice, Catherine and Thaichon, Park. 2019. "Revisiting the job performance – burnout relationship." Journal of Hospitality Marketing and Management. 28 (7), pp. 807-832. https://doi.org/10.1080/19368623.2019.1568340

Emotional intelligence or artificial intelligence – an employee perspective

Prentice, Catherine, Lopes, Sergio Dominique and Wang, Xuequn. 2020. "Emotional intelligence or artificial intelligence – an employee perspective." Journal of Hospitality Marketing and Management. 29 (4), pp. 377-403. https://doi.org/10.1080/19368623.2019.1647124

The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty

Prentice, Catherine, Lopes, Sergio Dominique and Wang, Xuequn. 2020. "The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty." Journal of Hospitality Marketing and Management. 29 (7), pp. 739-756. https://doi.org/10.1080/19368623.2020.1722304

The influence of tourism experience and well-being on place attachment

Vada, Sera, Prentice, Catherine and Hsiao, Aaron. 2019. "The influence of tourism experience and well-being on place attachment." Journal of Retailing and Consumer Services. 47, pp. 322-330. https://doi.org/10.1016/j.jretconser.2018.12.007

The role of positive psychology in tourists’ behavioural intentions

Vada, Sera, Prentice, Catherine and Hsiao, Aaron. 2019. "The role of positive psychology in tourists’ behavioural intentions." Journal of Retailing and Consumer Services. 51, pp. 293-303. https://doi.org/10.1016/j.jretconser.2019.06.015

Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts

Ji, Chunli and Prentice, Catherine. 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts." Journal of Retailing and Consumer Services. 58, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102319

Timed intervention in COVID-19 and panic buying

Prentice, Catherine, Chen, Jinyan and Stantic, Bela. 2020. "Timed intervention in COVID-19 and panic buying." Journal of Retailing and Consumer Services. 57, pp. 1-11. https://doi.org/10.1016/j.jretconser.2020.102203

Engaging and retaining customers with AI and employee service

Prentice, Catherine and Nguyen, Mai. 2020. "Engaging and retaining customers with AI and employee service." Journal of Retailing and Consumer Services. 56, pp. 1-13. https://doi.org/10.1016/j.jretconser.2020.102186

A netnographical approach to typologizing customer engagement and corporate misconduct

Hua, Lian-Lian, Prentice, Catherine and Han, Xiaoyun. 2021. "A netnographical approach to typologizing customer engagement and corporate misconduct." Journal of Retailing and Consumer Services. 59, pp. 1-14. https://doi.org/10.1016/j.jretconser.2020.102366

Identifying antecedent conditions for luxury brand purchase

Jin, Ting, Prentice, Catherine and Shao, Wei. 2021. "Identifying antecedent conditions for luxury brand purchase." Journal of Retailing and Consumer Services. 60, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102466

Transformative service research and COVID-19

Prentice, Catherine, Altinay, Levent and Woodside, Arch G.. 2021. "Transformative service research and COVID-19." Service Industries Journal. 41 (1-2), pp. 1-8. https://doi.org/10.1080/02642069.2021.1883262

Mind, service quality, relationship with airlines

Prentice, Catherine, Hsiao, Aaron, Wang, Xuequn and Loureiro, Sandra Maria Correia. 2021. "Mind, service quality, relationship with airlines." Journal of Strategic Marketing. 31 (1), pp. 212-234. https://doi.org/10.1080/0965254X.2021.1894216

Travel deterrents to regional destinations

Prentice, Catherine and Hsiao, Aaron. 2021. "Travel deterrents to regional destinations." Journal of Retailing and Consumer Services. 58, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102292

The influence of gaming and non-gaming experience on customers’ response to the casino

Prentice, Catherine, Ji, Chunli and Li, Kefang. 2022. "The influence of gaming and non-gaming experience on customers’ response to the casino." Journal of Vacation Marketing. 28 (4), pp. 455-468. https://doi.org/10.1177/13567667211066325

Utopia or dystopia – deterrents to ecotourism development in Fiji

Prentice, Catherine, Kundra, Sakul, Alam, Mumtaz, Alam, Mohammad Afsar and Nguyen, Mai. 2023. "Utopia or dystopia – deterrents to ecotourism development in Fiji." Tourism Geographies: an international journal of tourism place, space and the environment. 25 (2-3), pp. 843-864. https://doi.org/10.1080/14616688.2021.2016931

The role of marketing in the development of digital touchpoints

Dominique-Ferreira, Sergio, Viana, Marta and Prentice, Catherine. 2021. "The role of marketing in the development of digital touchpoints." Rocha, Alvaro, Goncalves, Ramiro, Penalvo, Francisco Garcia and Martins, Jose (ed.) 16th Iberian Conference on Information Systems and Technologies (CISTI 2021). Chaves, Portugal 23 - 26 Jun 2021 United States. https://doi.org/10.23919/CISTI52073.2021.9476670

Robotic service quality – Scale development and validation

Prentice, Catherine and Nguyen, Mai. 2021. "Robotic service quality – Scale development and validation." Journal of Retailing and Consumer Services. 62, pp. 1-17. https://doi.org/10.1016/j.jretconser.2021.102661

Relevant, or irrelevant, external factors in panic buying

Prentice, Catherine, Nguyen, Mai, Nandy, Purnima, Winardi, Michael Aswin, Chen, Ying, Le Monkhouse, Lien, Dominique-Ferreira, Sergio and Stantic, Bela. 2021. "Relevant, or irrelevant, external factors in panic buying." Journal of Retailing and Consumer Services. 61, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102587

The spillover effect of airport service experience on destination revisit intention

Prentice, Catherine, Wang, Xuequn and Manhas, Parikshat Singh. 2021. "The spillover effect of airport service experience on destination revisit intention." Journal of Hospitality and Tourism Management. 48, pp. 119-127. https://doi.org/10.1016/j.jhtm.2021.06.001

Addressing Issues and Challenges in Managing Migratory Tuna Resources in the Western and Central Pacific Ocean

Zhao, Fang, Mapuru, David, Waxin, Marie-France, Prentice, Catherine and Scavarda, Annibal. 2021. "Addressing Issues and Challenges in Managing Migratory Tuna Resources in the Western and Central Pacific Ocean." International Journal of the Commons. 15 (1), pp. 119-131. https://doi.org/10.5334/ijc.1069

Trustworthy artificial intelligence in the sharing economy-a systematic review and meta-analysis

Chen, Ying, Prentice, Catherine, Weaven, Scott and Hsiao, Aaron. 2022. "Trustworthy artificial intelligence in the sharing economy-a systematic review and meta-analysis." 32nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2022). Brisbane, Australia 07 - 09 Feb 2022 Brisbane, Australia. https://doi.org/10.3316/informit.413702193282132

The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Prentice, Catherine, Dominique-Ferreira, Sergio, Ferreira, Andreia and Wang, Xuequn (Alex). 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels." Journal of Retailing and Consumer Services. 64, pp. 1-9. https://doi.org/10.1016/j.jretconser.2021.102788

Antecedents and consequences of panic buying: The case of COVID-19

Prentice, Catherine, Quach, Sara and Thaichon, Park. 2022. "Antecedents and consequences of panic buying: The case of COVID-19." International Journal of Consumer Studies. 46 (1), pp. 132-146. https://doi.org/10.1111/ijcs.12649

Testing the effectiveness of acquisition marketing strategies: The case of Australian land-based casinos

Tuguinay, Jovanie, Prentice, Catherine and Moyle, Brent. 2022. "Testing the effectiveness of acquisition marketing strategies: The case of Australian land-based casinos." 32nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2022). Brisbane, Australia 07 - 09 Feb 2022 Brisbane, Australia. https://doi.org/10.3316/informit.421621206066867

The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos

Tuguinay, Jovanie A., Prentice, Catherine and Moyle, Brent. 2022. "The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos." Journal of Retailing and Consumer Services. 64, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102830

The influence of norms on tourist behavioural intentions

Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2022. "The influence of norms on tourist behavioural intentions." Journal of Hospitality and Tourism Management. 50, pp. 277-287. https://doi.org/10.1016/j.jhtm.2022.02.023

Addressing service profit chain with artificial and emotional intelligence

Wei, He and Prentice, Catherine. 2022. "Addressing service profit chain with artificial and emotional intelligence." Journal of Hospitality Marketing and Management. 31 (6), pp. 730-756. https://doi.org/10.1080/19368623.2022.2058671

The journey from optimism to cynicism: The mediating and moderating roles of coping and training

Zeidan, Susan and Prentice, Catherine. 2022. "The journey from optimism to cynicism: The mediating and moderating roles of coping and training." International Journal of Disaster Risk Reduction. 71, pp. 1-11. https://doi.org/10.1016/j.ijdrr.2022.102796

The influence of customer trust and artificial intelligence on customer engagement and loyalty – The case of the home-sharing industry

Chen, Ying, Prentice, Catherine, Weaven, Scott and Hisao, Aaron. 2022. "The influence of customer trust and artificial intelligence on customer engagement and loyalty – The case of the home-sharing industry." Frontiers in Psychology. 13. https://doi.org/10.3389/fpsyg.2022.912339

Service environment and gambling behaviors

Prentice, Catherine and Ma, Er Dan. 2015. "Service environment and gambling behaviors." Gursoy, Dogan, Yolal, Medet and Lee, Timothy (ed.) 5th Advances in Hospitality & Tourism Marketing and Management Conference (AHTMM 2015). Beppu, Japan 18 - 21 Jun 2015

Identifying casino patrons from the tourism market

Prentice, Catherine and Laesser, C.. 2012. "Identifying casino patrons from the tourism market." 22nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2012). Melbourne, Australia 06 - 09 Feb 2012 Melbourne, Australia.