| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 1009706 | International Journal of Hospitality Management | 2012 | 9 Pages |
With intensifying competition among casino operators, consumers are demanding better services. This research conceptualizes casino service quality as a second-order, four-dimensional construct which assesses casino patrons’ perceptions of service delivery, service environment, food service, and service product. Based upon a rigorous psychometric process of scale development and validation through three studies in the casino setting, the authors propose the CASERV scale as a comprehensive instrument for measuring casino services that is reliable, valid, and distinct from other service quality measures. The paper concludes with discussion of managerial implications and future research directions.
► Consumers are demanding better casino services. ► A rigorous psychometric scale development with three studies was undertaken. ► Casino service is conceptualized as a second-order, four-dimensional construct. ► They include service delivery, service env., food service, and service product. ► Theoretical and managerial implications are delineated.
