Casino customer loyalty and quality gap chen mccain

2018-5-24 · E-mail continues to provide a successful tactic to reach new customers and reinforce relationships with current customers. Travel intelligence platforms, such as Adara, have access to loyalty program data, historical purchase patterns and other significant information that can aid in building strong customer profiles.

Marketing Intelligence & Planning comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. First, this study investigates the influence of RSQ on customer loyalty. Second, this study proposes information on retailers as an antecedent of RSQ, thereby recommending a comprehensive mechanism for enhancing customer loyalty to retail stores. researchbank.swinburne.edu In the casino context, McCain, Jang and Hu (2005) employed the gap model of service quality that is based on Brady and Cronin’s (2001) functional and technical quality concepts, and analysed how casino service attributes affect customer loyalty. Their study show that the top three gaps are related to service encounters between casino players and Dr Henry Tsai - hotelschool.shtm.polyu.edu.hk

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Organizational justice, employees' ethical behavior, and ... Purpose – The paper aims to examine the antecedents and consequence of casino employees' ethical behavior. In particular, it proposes that both distributive and procedural justice have positive influences on such behavior, which in turn positively affects workers' job satisfaction. The paper aims to help casino management pinpoint areas for enhancing and promoting employees' ethical behavior ... Linking service quality, customer satisfaction and loyalty ... The 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.

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(PDF) Casino marketing, loyal customers or problem ... Huang, Chen McCain, and Tie (2008) indicate that casino loyalty programs have no direct effect on customer loyalty. However, Barky and Tzolov 3.3.3. Inﬂuence of complimentary service and Fengshui on problem found that effectiveness of casino loyalty programs is dependent upon gambling and customer loyalty customer segments. (PDF) Service quality perceptions and customer loyalty in ... The current study aims to investigate the relationship between casino service quality, player segments and customer loyalty in an Asian casino. Design/methodology/approach – The research involves the conduct of focus group interviews with different segments of gamblers. NAVER Academic > Service quality gap analysis toward ... Based on 192 completed surveys from casino players, the authors conducted a gap analysis between loyal customers and potential switchers in evaluating casinos’ service quality attributes. It was found that the top three gaps were all related to the functional quality (interactions between customers, and casino employees), not technical quality (e.g., the casino's variety of games, better ...

Linking service quality, customer satisfaction and loyalty in casinos ...

Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels. Shiang-Lih Chen McCain a,Ã. , SooCheong (Shawn) Jang b. Service quality perceptions and customer loyalty in casinos Keywords Service quality, Customer loyalty, Casino player segmentation, Casinos, .... This scale is based on a gap theory, suggesting the difference ... (e.g. McCain et al., 2005, Parasuraman et al., 1988; Wong and Fong, 2012). Brady and ...... Yen Hsun Chen, Ying Liang Chou, Chung Lin Tsai, Han Chao Chang. 2018. Understanding perceived casino service difference among casino ...