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dc.contributor.authorShi, Yongdong
dc.contributor.authorPrentice, Catherine
dc.contributor.authorHe, Wei
dc.date.accessioned2018-05-09T05:23:05Z
dc.date.available2018-05-09T05:23:05Z
dc.date.issued2014
dc.identifier.issn0278-4319
dc.identifier.doi10.1016/j.ijhm.2014.03.013
dc.identifier.urihttp://hdl.handle.net/10072/172477
dc.description.abstractThe paper compares casino service quality evaluations, customer satisfaction and loyalty between casino members and nonmembers, and investigates the relationships among these variables. In particular, the study examines a mediation relationship by proposing that customer satisfaction intervenes between casino service quality and customer loyalty. The investigation is undertaken at six Macau casinos that provide membership to customers. The results show that customers without holding any membership have higher evaluations of casino service quality; nevertheless, casino members tend to choose the casino which they hold membership with as their first choice. The mediation testing indicates that including customer satisfaction in the model increases the variance in customer loyalty only in the case of casino members. Finally, each casino service quality dimension has different effect on gambler satisfaction and loyalty. The research yields insights into customer loyalty research. Strategic implications are provided for the literature as well as casino practitioners.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherElsevier
dc.relation.ispartofpagefrom81
dc.relation.ispartofpageto91
dc.relation.ispartofjournalInternational Journal of Hospitality Management
dc.relation.ispartofvolume40
dc.subject.fieldofresearchCommercial Services not elsewhere classified
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150499
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1506
dc.subject.fieldofresearchcode1505
dc.titleLinking service quality, customer satisfaction and loyalty in casinos, does membership matter?
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorPrentice, Catherine


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