dc.contributor.author | Prentice, Catherine | |
dc.date.accessioned | 2018-05-09T06:06:48Z | |
dc.date.available | 2018-05-09T06:06:48Z | |
dc.date.issued | 2014 | |
dc.identifier.issn | 0148-2963 | |
dc.identifier.doi | 10.1016/j.jbusres.2013.02.044 | |
dc.identifier.uri | http://hdl.handle.net/10072/172473 | |
dc.description.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. | |
dc.description.peerreviewed | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Elsevier | |
dc.relation.ispartofpagefrom | 608 | |
dc.relation.ispartofpageto | 614 | |
dc.relation.ispartofissue | 4 | |
dc.relation.ispartofjournal | Journal of Business Research | |
dc.relation.ispartofvolume | 67 | |
dc.subject.fieldofresearch | Commercial services not elsewhere classified | |
dc.subject.fieldofresearch | Marketing | |
dc.subject.fieldofresearchcode | 350499 | |
dc.subject.fieldofresearchcode | 3506 | |
dc.title | Who stays, who walks, and why in high-intensity service contexts | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
dcterms.license | http://creativecommons.org/licenses/by-nc-nd/4.0/ | |
dc.description.version | Accepted Manuscript (AM) | |
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.hasfulltext | Full Text | |
gro.griffith.author | Prentice, Catherine | |