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dc.contributor.authorPrentice, C
dc.date.accessioned2018-05-09T06:06:48Z
dc.date.available2018-05-09T06:06:48Z
dc.date.issued2014
dc.identifier.issn0148-2963
dc.identifier.doi10.1016/j.jbusres.2013.02.044
dc.identifier.urihttp://hdl.handle.net/10072/172473
dc.description.abstractThe 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.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherElsevier Inc.
dc.relation.ispartofpagefrom608
dc.relation.ispartofpageto614
dc.relation.ispartofissue4
dc.relation.ispartofjournalJournal of Business Research
dc.relation.ispartofvolume67
dc.subject.fieldofresearchCommercial Services not elsewhere classified
dc.subject.fieldofresearchcode150499
dc.titleWho stays, who walks, and why in high-intensity service contexts
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.description.versionPost-print
gro.rights.copyright© 2014 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International Licence (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorPrentice, Catherine


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