| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 1010146 | International Journal of Hospitality Management | 2010 | 9 Pages |
Abstract
Given the global escalation in gaming availability, this paper proposes a service management framework for the study of competitive advantage in casino hotels. Using data collected from 303 employees at an Australian casino hotel, an exploratory case study in service climate and customer satisfaction is presented. The findings suggest that while service climate is highly correlated with customer satisfaction, internal dynamics result in significant differences in the perceptions of casino employees versus non-casino employees, highlighting the need to tailor organisational strategies to different types of employees.
Keywords
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Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Anna Kralj, David Solnet,