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  • Linking internal service quality and casino dealer performance

    Author(s)
    Prentice, Catherine
    Griffith University Author(s)
    Prentice, Catherine
    Year published
    2018
    Metadata
    Show full item record
    Abstract
    The job responsibilities of a casino card dealer can encompass everything from dealing cards to entertaining customers. Whilst technical cards dealing is a fundamental part of their job requirement, the nontechnical service performance of engaging with gaming customers plays a significant role in customer-related outcomes. This study examines the factors that drive dealer service performance. Data were collected at six major casinos in Macau to investigate casino internal service quality, job security, and dealer occupational commitment. Job tenure is included in the investigation as a moderating variable. The study finds ...
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    The job responsibilities of a casino card dealer can encompass everything from dealing cards to entertaining customers. Whilst technical cards dealing is a fundamental part of their job requirement, the nontechnical service performance of engaging with gaming customers plays a significant role in customer-related outcomes. This study examines the factors that drive dealer service performance. Data were collected at six major casinos in Macau to investigate casino internal service quality, job security, and dealer occupational commitment. Job tenure is included in the investigation as a moderating variable. The study finds that casino internal service quality has a significant influence on both job security and occupational commitment which subsequently affect dealer service performance. Occupational commitment and job security fully mediate the relationship between internal service quality and service performance. Job length also exerts a significant moderating effect on the proposed relationships. Discussion and implications are provided to conclude this paper.
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    Journal Title
    Journal of Hospitality Marketing and Management
    DOI
    https://doi.org/10.1080/19368623.2018.1413476
    Note
    This publication has been entered into Griffith Research Online as an Advanced Online Version.
    Subject
    Commercial services
    Commercial services not elsewhere classified
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/371065
    Collection
    • Journal articles

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