Understanding perceived casino service difference among casino players

IpKin Anthony Wong · Veronica Hoi In Fong · Matthew Tingchi Liu

35 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Gambling Behavior and Treatments

Abstract

Purpose – This paper aims to investigate customers' perceptions of four service quality aspects – service environment, service delivery, game service, and food service – in the casino setting among Chinese players.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1982In A Different Voice: Psychological Theory And Women's Development 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1984A Service Quality Model and its Marketing Implications 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1999The Role of Emotions in Marketing 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics

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2015Chinese Outbound Tourism Research 2024Enhancing the hospitality experience: A systematic review of 22 years of physical environment research 2014Can a socially responsible casino better retain its management staff? From an internal customer perspective 2017Uncovering the service profit chain in the casino industry 2013Barriers for people with disabilities in visiting casinos

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