Examining casino service quality in the Asian Las Vegas: An alternative approach

Journal of Hospitality Marketing and Management

Volumn 19, Issue 8, 2010, Pages 842-865

  Wong, Ipkin Anthony ^a   Fong, Veronica H I ^b  

^a INSTITUTE FOR TOURISM STUDIES   (Macao)

^b UNIVERSITY OF MACAU   (Macao)

Author keywords

Casino gaming; Customer satisfaction; Game service; Service delivery; Service environment

Indexed keywords

EID: 77958567406     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2010.514553     Document Type: Article

References (99)

1. Azevedo, P. A. (2009, February). The reality mentality. Macau Business, 11.
2. Babin, B. J., & Attaway, J. S. (2000). Atmospheric affect as a tool for creating value and gaining share of customer. Journal of Business Research, 49(2), 91-99.
3. Baker, J. (1986). The role of the environment in marketing services: The consumer perspective. In J. Cecil (Ed.), The services challenge: Integrating for competitive advantage (pp. 79-84). Chicago, IL: American Marketing Association.
4. Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22, 328-339.
5. Balfour, F. (2007). Macao's gambling problem. Business Week Online, 30.
6. Bentler, P. M., & Wu, E. J. C. (2006). EQS 6 for Windows. Encino, CA: Multivariate Software.
7. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
8. Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
9. Browne, M. W., & Cudeck, R. (1992). Alternative ways of assessing model fit. Sociological Methods & Research, 21(2), 230-258.
10. Castro, C. B., Martin Armario, E., & Martin Ruiz, D. (2007). The influence of market heterogeneity on the relationship between a destination's image and tourists' future behaviour. Tourism Management, 28(1), 175-187.
11. Chandler, C. (2007). Macau now. Fortune, 156(1), 105-108.
12. Chen McCain, S.-L., Jang, S., & Hu, C. (2005). Service quality gap analysis toward customer loyalty: Practical guidelines for casino hotels. International Journal of Hospitality Management, 24, 465-472.
13. Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations. Journal of Marketing, 58(1), 125-131.
14. Durrande-Moreau, A., & Usunier, J.-C. (1999). Time styles and the waiting experience: An exploratory study. Journal of Service Research, 2(2), 173-186.
15. Fong, K.-C. D., & Ozorio, B. (2005). Gambling participation and prevalence etimates of pathological gambling in a far-east gambling city: Macao. UNLV Gaming Research & Review Journal, 9(2), 15-28.
16. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
17. Fowler, G. A. (2007). Casino brings Vegas to Macau. Wall Street Journal-Eastern Edition, 250(50), D9.
18. Gaming Inspection and Coordination Bureau. (2008). Gaming statistics. Retrieved from http://www.dicj.gov.mo
19. Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25, 186-192.
20. Grace, D., & O'Cass, A. (2004). Examining service experiences and postconsumption evaluations. Journal of Services Marketing, 18, 450-461.
21. Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
22. Gronroos, C. (1990). Service management and marketing. Lexington, MA: Lexington
23. Books. Gu, Z., & Siu, R. C. S. (2008). Industry labor force quality: An investigation from the customer service perspective. UNLV Gaming Research & Review Journal, 12(1/2), 1-13.
24. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6 ed.). Upper Saddle River, NJ: Pearson.
25. Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.
26. Hashimoto, K. (2008). Casino management. Upper Saddle River, NJ: Pearson.
27. Hayward, W. (1991, February 28). An open marketplace for the exchange of information and ideas relating to Indian gaming. News from Indian Country, V, 8.
28. Heracleous, L., Wirtz, J., & Pangarkar, N. (2005). Flying high in a competitive industry: Cost effective service excellent at Singapore Airlines. Singapore: McGraw Hill.
29. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-170.
30. Hightower, R., Brady, M. K., & Baker, T. L. (2002). Investigating the role of the physical environment in hedonic service consumption: An exploratory study of sporting events. Journal of Business Research, 55, 697-707.
31. Hirsch, A. R. (1995). Effects of ambient odors on slot-machine usage in a Las Vegas casino. Psychology & Marketing, 12, 585-594.
32. Homburg, C., Wieseke, J., & Hoyer, W. D. (2009). Social identity and the serviceprofit chain. Journal of Marketing, 73(2), 38-54.
33. Hu, L.-T., & Bentler, P. M. (1995). Evaluating model fit. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues, and applications (pp. 76-99). Thousand Oaks, CA: Sage.
34. Hu, L.-T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
35. Iso-Aloha, S. E. (1982). Toward a social psychological theory of tourism motivation: A rejoinder. Annals of Tourism Research, 9, 256-261.
36. Jalal, K. (2008, July). The Asian Gaming 50. Inside Asian Gaming, 5-33.
37. Johnson, L., Mayer, K. J., & Champaner, E. (2004). Casino atmospherics from a customer's perspective: A re-examination. UNLV Gaming Research & Review Journal, 8(2), 1-10.
38. Joreskog, K., & Sorbom, D. (1993). LISREL 8: Structural education modeling with the SIMPLIS command language. Lincolnwook, IL: Scientific Software International.
39. Kale, S. H. (2007). Internal marketing: An antidote for Macau's labor shortage. UNLV Gaming Research & Review Journal, 11(1), 1-11.
40. Kim, S. S., & Prideaux, B. (2005). Marketing implications arising from a comparative study of international pleasure tourist motivations and other travel-related characteristics of visitors to Korea. Tourism Management, 26, 347-357.
41. Kim, W. G. (2004). Implications of Chinese casino visitor characteristics in South Korea. Journal of Quality Assurance in Hospitality & Tourism, 5(1), 27-42.
42. Kimes, S. E. (1999). The relationship between product quality and revenue per available room at Holiday Inn. Journal of Service Research, 2(2), 138-144.
43. Knight, G. (1999). International services marketing: Review of research. Journal of Services Marketing, 13, 347-360.
44. Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
45. Kotler, P., Bowen, J. T., & Makens, J. C. (2006). Marketing for hospitality and tourism (4th ed.). Upper Saddle River, NJ: Pearson.
46. Lam, D. (2005). Slot or table? A Chinese perspective. UNLV Gaming Research & Review Journal, 9(2), 69-72.
47. Lam, D. (2007a). An exploratory study of gambling motivations and their impact on the purchase frequencies of various gambling products. Psychology & Marketing, 24, 815-827.
48. Lam, D. (2007b). An observation study of Chinese baccarat players. UNLV Gaming Research & Review Journal, 11(2), 63-73.
49. Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9-20.
50. Lovelock, C. H., & Wirtz, J. (2007). Services marketing: People, technology, strategy (6th ed.). Upper Saddle River, NJ: Pearson.
51. Lucas, A. F. (2003). The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino. UNLV Gaming Research & Review Journal, 7(1), 1-19.
52. Macau Statistics and Census Service. (2009). 2008 annual tourism statistics. Retrieved from http://www.dsec.gov.mo
53. MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological Methods, 1(2), 130-149.
54. Mayer, K. J., & Johnson, L. (2003). A customer-based assessment of casino atmospherics. UNLV Gaming Research & Review Journal, 7(1), 21-31.
55. Mayer, K. J., Johnson, L., Hu, C., & Chen, S. (1998). Gaming customer satisfaction: An exploratory study. Journal of Travel Research, 37(2), 178-183.
56. McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement. Journal of Health Care Marketing, 14(3), 34-40.
57. McGorry, S. Y. (2000). Measurement in a cross-cultural environment: Survey translation issues. Qualitative Marketing Research, 3(2), 74-81.
58. Mittal, B. (1999). The advertising of services: Meeting the challenge of intangibility. Journal of Service Research, 2(1), 98-116.
59. Mittal, B. (2002). Advertising strategies for hospitality services. Cornell Hotel & Restaurant Administration Quarterly, 43(2), 51-63.
60. Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95-109.
61. Naumann, E., Jacoson, D. W. J., & Rosenbaum, M. S. (2001). How to implement a customer satisfaction program. Business Horizons, 44(1), 37-46.
62. Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53(2), 21-35.
63. Ozorio, B., & Fong, D. K.-C. (2004). Chinese casino gambling behaviors: Risk taking in casinos vs. investments. UNLV Gaming Research & Review Journal, 8(2), 27-38.
64. Papineau, E. (2005). Pathological gambling in Montreal's Chinese community: An anthropological perspective. Journal of Gambling Studies, 21, 157-178.
65. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.
66. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multipleitem scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
67. Pearce, P. L., & Lee, U.-I. (2005). Developing the travel career approach to tourist motivation. Journal of Travel Research, 43, 226-237.
68. Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39, 785-808.
69. Rosenbaum, M. S. (2005). Meet the cyberscape. Marketing Intelligence & Planning, 23, 636-647.
70. Rosenbaum, M. S. (2006). Exploring the social supportive role of third places in consumers' lives. Journal of Service Research, 9(1), 59-72.
71. Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127.
72. Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1-19). Thousand Oaks, CA: Sage.
73. Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41(2), 73-80.
74. Smith, A. M. (1995). Measuring service quality: Is SERVQUAL now redundant? Journal of Marketing Management, 11, 257-276.
75. Song, H., & Witt, S. F. (2006). Forecasting international tourist flows to Macau. Tourism Management, 27, 214-224.
76. Suh, E., & Erdem, M. (2009). Gap analysis as a diagnostic tool for improving the slot gaming experience. Journal of Hospitality Marketing & Management, 18(4), 445-455.
77. Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77-105.
78. Tashakkori, A., & Teddlie, C. (1989). Mixed methodology: Combining qualitative and quantitative approaches. Thousand Oaks, CA: Sage.
79. Taylor, S. (1994). Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, 58(2), 56-69.
80. Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction. Journal of Retailing, 70, 163-178.
81. Thompson, B. (2004). Exploratory and confirmatory factor analysis: Understanding concepts and applications. Washington, DC: American Psychological Association.
82. Tombs, A., & McColl-Kennedy, J. R. (2003). Social-servicescape conceptual model. Marketing Theory, 3, 447-475.
83. Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49, 193-211.
84. Vijayadurai, J. (2008). Service quality, customer satisfaction and behavioural intention in hotel industry. Journal of Marketing & Communication, 3(3), 14-26.
85. Vogel, V., Evanschitzky, H., & Ramaseshan, B. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(6), 98-108.
86. Wakefield, K. L. (1994). The importance of servicescapes in leisure service settings. Journal of Services Marketing, 8(3), 66-76.
87. Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customer's behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61.
88. Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology & Marketing, 16(1), 51-68.
89. Ward, D. (2007). Take a punt on gambling capital's historical side. Travel Trade Gazette UK & Ireland (2797), 44-45.
90. Watts, J. (2007, July 20). Gambling: Macau beats Vegas at its own game: Chinese cash helps former Portuguese colony overtake US cities gaming revenues. The Guardian (London)-Final Edition, p. 27.
91. Wirtz, J., & Lee, M. C. (2003). An examination of the quality and context-specific applicability of commonly used customer satisfaction measures. Journal of Service Research, 5, 345-355.
92. Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000). The moderating role of target-arousal on the impact of affect on satisfaction?an examination in the context of service experiences. Journal of Retailing, 76, 347-365.
93. Wiseman, P. (2007, January 22). Macau leads Las Vegas in gambling. USA Today, p. 01a.
94. World Travel and Tourism Council. (2007). Travel & tourism economic impact. Retrieved December 20, 2009, from http://www.wttc.travel
95. Xiaoyun, H., & Dongmei, L. (2006). Customer empowerment in service firms: An example of travel agencies. China Tourism Research, 2, 309-321.
96. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
97. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Service marketing: Integrating customer focus across the firm (4th ed.). New York, NY: McGraw-Hill.
98. Zeithaml, V. A., & Parasuraman, A. (2004). Service quality. Cambridge, MA: Marketing Science Institute.
99. Zhang, H. Q., & Lam, T. (1999). An analysis of Mainland Chinese visitors' motivations to visit Hong Kong. Tourism Management, 20, 587-594.