Show simple item record

dc.contributor.authorPrentice, Catherine
dc.date.accessioned2018-05-09T06:06:48Z
dc.date.available2018-05-09T06:06:48Z
dc.date.issued2014
dc.identifier.issn0148-2963en_US
dc.identifier.doi10.1016/j.jbusres.2013.02.044en_US
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.en_US
dc.description.peerreviewedYesen_US
dc.languageEnglishen_US
dc.publisherElsevier Inc.en_US
dc.relation.ispartofpagefrom608en_US
dc.relation.ispartofpageto614en_US
dc.relation.ispartofissue4en_US
dc.relation.ispartofjournalJournal of Business Researchen_US
dc.relation.ispartofvolume67en_US
dc.subject.fieldofresearchCommercial Services not elsewhere classifieden_US
dc.subject.fieldofresearchcode150499en_US
dc.titleWho stays, who walks, and why in high-intensity service contextsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/en_US
dc.description.versionPost-printen_US
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.en_US
gro.hasfulltextFull Text


Files in this item

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record