Casino Service Quality, Tiered Customer Segments, and Casino Player Retention

Full text for this resource is not available from the Research Repository.

Prentice, Catherine, King, Brian and Ohtsuka, Keis (2012) Casino Service Quality, Tiered Customer Segments, and Casino Player Retention. Services Marketing Quarterly, 33 (4). pp. 277-291. ISSN 1533-2969 (print) 1533-2977 (online)

Abstract

Building and maintaining service quality is one means of retaining casino customers, and thus establishing competitive advantage. Conducted in Asia, the current study investigated the relationship between casino service quality, player segments, and customer retention using tiered segmentation. The research involved the conduct of 40 in-depth interviews with gamblers from different segments. The results provide insights into how the various tiers of casino player perceive the key dimensions of service quality and how such perceptions affect future purchase intentions. A number of significant implications are identified for casino managers.

Dimensions Badge

Altmetric Badge

Item type Article
URI https://vuir.vu.edu.au/id/eprint/23311
DOI 10.1080/15332969.2012.714700
Official URL http://www.tandfonline.com/doi/abs/10.1080/1533296...
Subjects Historical > FOR Classification > 1504 Services
Historical > Faculty/School/Research Centre/Department > School of Social Sciences and Psychology
Historical > Faculty/School/Research Centre/Department > College of Business
Historical > Faculty/School/Research Centre/Department > Centre for Tourism and Services Research (CTSR)
Keywords ResPubID25649, casinos, casino player segmentation, customer retention, service quality, customer tier system
Citations in Scopus 14 - View on Scopus
Download/View statistics View download statistics for this item

Search Google Scholar

Repository staff login