| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 9734312 | International Journal of Hospitality Management | 2005 | 8 Pages |
Abstract
Based on 192 completed surveys from casino players, the authors conducted a gap analysis between loyal customers and potential switchers in evaluating casinos' service quality attributes. It was found that the top three gaps were all related to the functional quality (interactions between customers, and casino employees), not technical quality (e.g., the casino's variety of games, better odds, or preferred rules). This study offered an approach to help improve service quality toward customer loyalty.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Shiang-Lih Chen McCain, SooCheong (Shawn) Jang, Clark Hu,