Casino customer loyalty and quality gap chen mccain

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Purpose – The paper aims to examine the antecedents and consequence of casino employees' ethical behavior. In particular, it proposes that both distributive and procedural justice have positive influences on such behavior, which in turn positively

In this regard, it is crucial to discover service quality attributes that can build loyal relationships with customers of casino hotels. Using a gap analysis, this study identified the specific service attributes that are significantly important for improving customer loyalty. 2. Study background and theory Service quality perceptions and customer loyalty in ... One of the studies that have been conducted in the field of service quality is the study of (Prentice 2013) entitled " Service quality perceptions and customer loyalty in casinos " . The purpose ... Organizational justice, employees' ethical behavior, and ... Purpose – The paper aims to examine the antecedents and consequence of casino employees' ethical behavior. In particular, it proposes that both distributive and procedural justice have positive influences on such behavior, which in turn positively affects workers' job satisfaction. The paper aims to help casino management pinpoint areas for enhancing and promoting employees' ethical behavior ... Linking service quality, customer satisfaction and loyalty ... The paper compares casino service quality evaluations, customer satisfaction and loyalty between casino members and nonmembers, and investigates the relationships among these variables. In particular, the study examines a mediation relationship by proposing that customer satisfaction intervenes between casino service quality and customer loyalty.

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Forecasting Covers in Hotel Food and Beverage Outlets 2 Sep 2008 ... Part of the Food and Beverage Management Commons ..... casino buffet cover forecasts by Hu, Chen, and McCain, op.cit. ..... gaps in the data sets were filled in by repeating the cover count from the .... key point, however, is that the quality of the forecasts can be ..... Intermediaries and Hotel Loyalty.

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 ...

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The importance of customer loyalty, trust and advocacy. Back to Research Focus. If they are pleased with the product and value its quality and/ or customer service, they are less likely to jump on a promotion from a competitor. ... see an article I wrote with Shiang-Lih Chen McCain, ‘Transitioning loyalty programs: ...

Service quality Customer satisfaction Customer loyalty Malaysia ABSTRACT The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality.

The Chain of Effects from Brand Trust and Brand Affect to Brand ... (2018) Consumer loyalty toward smartphone brands: The determining roles of deliberate inertia and cognitive lock-in. ..... (2018) The role of store image, perceived quality, trust and perceived value in ...... John T Bowen and Shiang-Lih Chen McCain. ..... (2014) Marketing mix strategies for closing the gap between green ... Service quality gap analysis toward customer loyalty ...