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A Diagnosis Of Inherent Problems In Enhancing Service Quality Through Internal Marketing And Organizational Identification In Macau And Singapore Casinos, Sudhir Kale, Sangita De
A Diagnosis Of Inherent Problems In Enhancing Service Quality Through Internal Marketing And Organizational Identification In Macau And Singapore Casinos, Sudhir Kale, Sangita De
Sudhir H. Kale
With spectacular growth in demand since opening the market to foreign competition, executives within the Macau casino industry have focused their attention on enhancing capacity and opening new casino properties. Meanwhile, the Singapore casino market, barely two years old, has already produced revenues comparable to the Las Vegas Strip. Despite stellar past successes, the long-term scenario for the casino industry in both Macau and Singapore could spell trouble. Specifically, service quality stands to suffer because operators have not devoted adequate thought to their service culture and internal marketing strategy. With overall capacity in Asia slated to increase significantly in the …
A Diagnosis Of Inherent Problems In Enhancing Service Quality Through Internal Marketing And Organizational Identification In Macau And Singapore Casinos, Sudhir Kale, Sangita De
A Diagnosis Of Inherent Problems In Enhancing Service Quality Through Internal Marketing And Organizational Identification In Macau And Singapore Casinos, Sudhir Kale, Sangita De
Sudhir H. Kale
With spectacular growth in demand since opening the market to foreign competition, executives within the Macau casino industry have focused their attention on enhancing capacity and opening new casino properties. Meanwhile, the Singapore casino market, barely two years old, has already produced revenues comparable to the Las Vegas Strip. Despite stellar past successes, the long-term scenario for the casino industry in both Macau and Singapore could spell trouble. Specifically, service quality stands to suffer because operators have not devoted adequate thought to their service culture and internal marketing strategy. With overall capacity in Asia slated to increase significantly in the …
Designing Culturally Compatible Internet Gaming Sites, Sudhir Kale
Designing Culturally Compatible Internet Gaming Sites, Sudhir Kale
Sudhir H. Kale
Rising e-commerce volumes the world over provide opportunities to global marketers to expand their markets using the Internet. While Internet casinos have had their share of failures, the industry still rakes in three times the revenues as web pornography. Converging web technology allows for Internet gaming operators to expand their markets all over the world. However, appealing to consumers in different countries and regions requires adaptation of websites to the cultural milieu of the various target markets. This paper reviews existing literature on culture and website design and goes on to discuss the impact of culture on designing Internet gaming …
Culturally Compatible Websites: Applying Trompenaars Dimensions To Web Design, Sudhir Kale, Sangita De
Culturally Compatible Websites: Applying Trompenaars Dimensions To Web Design, Sudhir Kale, Sangita De
Sudhir H. Kale
Rising e-commerce volumes the world over provide unprecedented opportunities to global marketers for expanding their markets using the Internet. The Web has now made it possible to reach an audience of hundreds of millions of people at one point in time. However, significant culture-driven differences exist in the way audiences across the world will process site cues and react to websites. This paper reviews existing literature on culture and website design and goes on to discuss the impact of culture on web communication using Trompenaars’ (1993) cultural dimensions.
Optimising The Internal Value Chain: Principles And Practices, Mark Spence, Sudhir Kale
Optimising The Internal Value Chain: Principles And Practices, Mark Spence, Sudhir Kale
Sudhir H. Kale
The employee–customer interface in hedonic services requires high quality interactions at key touch points to ensure experiences are positively remembered. We propose an approach that combines service blueprinting with internal marketing to achieve these experiences. While internal marketing suggests using marketing techniques for hiring, retaining and motivating employees, the literature in this field has been largely independent of each employee’s contribution to the internal value chain. Service blueprinting is a useful approach which makes explicit the value creation processes used in service production. No study has thus far connected the blueprint (which identifies functions to be performed) to internal marketing …
Casino Customers In Asian Versus Western Gaming Jurisdictions: Implications For Western Casino Operators, Sudhir Kale, Mark Spence
Casino Customers In Asian Versus Western Gaming Jurisdictions: Implications For Western Casino Operators, Sudhir Kale, Mark Spence
Sudhir H. Kale
Purpose – Most of the growth in casino expansion for the foreseeable future will take place in Asia. Western casino operators appreciate the immense opportunities afforded by the Asian markets, but judging by their performance abroad some have not adapted in ways necessary to survive and prosper. The purpose of this paper is to expose key differences between Asian and Western gaming jurisdictions. In light of these differences, it is a serious mistake for Western casino executives to follow an ethnocentric approach when planning marketing activities and customer service initiatives for Asian customers. To rectify this situation, a framework is …