کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1017568 940306 2014 7 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Who stays, who walks, and why in high-intensity service contexts
ترجمه فارسی عنوان
چه کسی باقی می ماند، چه کسی راه می رود، و چرا در حوزه خدمات با شدت بالا
کلمات کلیدی
کیفیت خدمات کازینو، وفاداری مشتری، احتباس بازیکن تمایل بازیکن به سوئیچ
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
چکیده انگلیسی

The current investigation explores relationships among customer service-quality evaluations, propensity-to-switch, and player retention in a highly-intense service delivery environment (casinos). The study also examines the proposal that player loyalty intervenes between casino service-quality perceptions and player retention. Overall customer service-quality perception is operationalized as a multi-dimensional construct, consisting of service environment, empathy, reliability, assurance, responsiveness, game service, and food service. Path analyses show that casino service environment is the only factor that impacts player propensity-to-switch, whereas food service and empathy affect player retention. After separating the sample into three groups based on respondents' average betting, namely low-end, medium and high-end players, the influence of casino service factors on player propensity-to-switch and retention varies substantially among the groups. Results for testing the mediation model demonstrate that customer loyalty affects player retention and that casino service evaluations influence customer loyalty directly. A few measured factors such as age, education, occupation, and income influence player propensity-to-switch and retention. These findings have strategic implications for casino marketers.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 67, Issue 4, April 2014, Pages 608–614
نویسندگان
,