Integrating Organisational Change Management And Internal And External Customer Relationship Management In A Casino,
2016
Australian Institute of Business, Australia
Integrating Organisational Change Management And Internal And External Customer Relationship Management In A Casino, Charlie C. Mai Dr
International Conference on Gambling & Risk Taking
Casinos operate in a global industry, so the development of online gaming and new casinos in the Asia Pacific has challenged casino managers in Australia and elsewhere with pressures about customer engagement. These external pressures have forced some casino managers to consider organizational change management initiatives and/or the implementation of customer relationship management (CRM) initiatives. However, the implementation of these initiatives has often failed. This research aimed to solve the problem: How can casinos manage organizational change programs, and internal and external customer relationship management (CRM) programs? To find a solution, it used two stages of qualitative methods involving 21 …
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings,
2016
University of Central Florida
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring
Rosen Faculty Scholarship and Creative Works
Whereas past research studied the impact of online reviews on a hotel’s image, the present study analyzes the impact of various measures of customer engagement on the local market ranking of a hotel. For these purposes, the researchers collected data on a sample of hotels including the number of reviews, absolute rating (i.e. 1-5 stars), and market ranking (i.e. 1st, 2nd, 3rd place) on TripAdvisor. The authors tested the relationships between number of reviews, market ranking, overall rating and number of booking transactions. Results revealed that the absolute rating of the hotel was a significant factor in determining its market …
Elvis Who? Understanding, Attracting And Retaining The Next Generation Of Las Vegas Customers,
2016
The Denstone Group
Elvis Who? Understanding, Attracting And Retaining The Next Generation Of Las Vegas Customers, Oliver Lovat
Occasional Papers
Las Vegas is in the middle of a period of generational transformation. The visitor profile has changed greatly since 2007, however the behavior and attitudes of this new visitor are very different that of previous generations of visitors. By undertaking a survey of this group we identify several key trends that make this group unique. Not only does this new visitor come to Las Vegas more frequently, follow Las Vegas when they are not in the city, they demonstrate planning and spending patterns that are unlike any other group. This paper analyses the next generation of visitor, and suggests methods …
Poitín – A Spirit Of Rebellion And Inspiration,
2016
Technological University Dublin
Poitín – A Spirit Of Rebellion And Inspiration, James Peter Murphy
Conference papers
Abstract: Poitín is Ireland’s most ancient spirit distilled in rural locations for many centuries, its dark and chequered history continues to intrigue tourists and people alike, often referred to as Ireland’s Mescal, Cachaca or Grappa. This drink which preserved many rural communities and saved them from falling into poverty, driven underground for over 300 years it is making a significant comeback. This paper will explore the evolution of this ancient Irish spirit from its earliest mentions to its modern day popularity in the world of distilled spirits. Poitín is history in a bottle it is inextricably woven into the fabric …
Doubling Down On Goffman: A Commentary On Dmitri Shalin’S ‘Erving Goffman, Fateful Action, And The Las Vegas Gambling Scene’,
2016
Trent University
Doubling Down On Goffman: A Commentary On Dmitri Shalin’S ‘Erving Goffman, Fateful Action, And The Las Vegas Gambling Scene’, James Cosgrave
UNLV Gaming Research & Review Journal
Erving Goffman “was not a sociologist of any particular area” (Scheff 2006: 20). He was, in fact, a sociologist of many areas: the interaction order, stigma, “total institutions,” gender, “forms of talk,” public behaviour – and gambling certainly belongs to the list. He may be better known for these other topics, but his contributions to the sociological analysis of gambling are canonical. Thus, another sociological hat can be worn. A unique, inventive social scientist, Goffman could pull off the donning of many such hats. Bucking the standard presentation of social scientific research in journal articles, Goffman was the “master of …
The Evolution Of The Concept Of Social Action: Parsons And Goffman,
2016
Cleveland State University
The Evolution Of The Concept Of Social Action: Parsons And Goffman, Philip Manning
UNLV Gaming Research & Review Journal
Goffman’s analysis of gambling is very important for our overall understanding of his work. This is because Goffman’s sociology is driven by both theoretical and ethnographic impulses, and his gambling project is the third of his three major ethnographic investigations. Goffman’s study of gambling is a key component in his sociology because it (a) develops a conceptual approach to the study of the interaction order, (b) extends Parsons’ and Merton’s analysis of social action and social control, and (c) links the microeconomic analysis of the social world that he associated with Thomas Schelling that has become the mainstay of the …
Can We Scale Up Goffman? From Vegas To The World Stage,
2016
University of Nevada, Las Vegas
Can We Scale Up Goffman? From Vegas To The World Stage, Jeffrey J. Sallaz
UNLV Gaming Research & Review Journal
It is an all-too-common lament among sociologists that Erving Goffman, though his writings remain widely read and respected today, failed to spawn an ongoing and cohesive research tradition. His idiosyncratic methods of data collection, the uniqueness of his biographical trajectory, and even his prickly personality have all been invoked to explain the lack of a distinctly Goffmanian school of research (Gamson 1985; Scheff, Phillips, and Kincaid 2006; Smith 2006; Shalin 2014). It is also the case that micro-oriented sociologies, such as symbolic interactionism and especially ethnomethodology, have been pushed to the margins of sociology as a consequence of the ascendency …
Goffman, Action, And Risk Society: Aesthetic Reflexivity In Late Modernity,
2016
Carthage College
Goffman, Action, And Risk Society: Aesthetic Reflexivity In Late Modernity, Stephen Lyng
UNLV Gaming Research & Review Journal
When I decided to write about edgework over twenty-five years ago, I had no idea that I had put myself on a pathway of sustained engagement with one of the most important sociologists of the twentieth century. As an academic sociologist in the early stages of my career, I felt that I had a good general understanding of Erving Goffman’s most important ideas and a proper appreciation of his unique contributions to my discipline. Although I had a certain affinity for Goffman’s brand of sociology, I deliberately avoided pressure from close friends and colleagues to become a “Goffmaniac,” the kind …
Las Vegas As A Symbol: Goffman And Competing Narratives Of Sin City,
2016
University of Nevada, Las Vegas
Las Vegas As A Symbol: Goffman And Competing Narratives Of Sin City, Michael Green
UNLV Gaming Research & Review Journal
Dmitri Shalin has demonstrated the importance of Erving Goffman to the field of sociology, and in this case to the sociology of Las Vegas as a gambling, resort, and urban center. But Goffman also was part of a trend, or more accurately what became a trend, and he played an important role in it. When Goffman came to Las Vegas in the late 1950s and early 1960s in connection with his field work as a downtown casino dealer, “the city of non-homes,” as he called it, was at a turning point in a variety of ways. When he published his …
Erving Goffman’S Las Vegas: From Jungle To Boardroom,
2016
UNLV
Erving Goffman’S Las Vegas: From Jungle To Boardroom, David G. Schwartz
UNLV Gaming Research & Review Journal
Sociologist Erving Goffman’s presence in Las Vegas never yielded a definitive publication. Though it informed his work about action and interaction, his time in Las Vegas—both as a blackjack dealer and a player—remains one of the great what-ifs of gambling academia. This is regrettable, not only because the field would have benefited immeasurably from the analysis of a figure of Goffman’s talent and repute, but because Goffman was in Las Vegas exactly as the city’s casino business was undergoing its most significant shift, from small-scale, syndicate-owned ventures with links to former and current illegal enterprises elsewhere to massive, publicly-traded, mainstream-financed …
Erving Goffman, Fateful Action, And The Las Vegas Gambling Scene,
2016
University of Nevada, Las Vegas
Erving Goffman, Fateful Action, And The Las Vegas Gambling Scene, Dmitri N. Shalin
UNLV Gaming Research & Review Journal
This paper explores Erving Goffman’s research on gambling, the historical context within which he articulated his views on risk taking, and the contribution he made to our understanding of gambling as a stigmatized social activity. Drawing on the large database assembled in the Erving Goffman Archives, the article traces Goffman’s footprint in Las Vegas and shows the personal as well as scholarly dimensions of his interest in betting practices in entertainment venues and risk taking in society at large. The argument is made that the theory of fateful action presented in the seminal study “Where the Action Is” remains a …
Authenticity In The Country Music Industry,
2016
University of South Carolina - Columbia
Authenticity In The Country Music Industry, Alyssa Johnson
Senior Theses
When researching the country music industry, it is impossible to avoid certain words—authenticity, sincerity, tradition—as a country music consumer, I have personally noticed these themes appearing frequently. As a consumer, I have been confused by the images that I’ve observed in country music scholarship and journalism based on tradition or authenticity (or, more often, the lack thereof). There is serious reverence for certain people, places, and things in country music. The Grand Ole Opry, the “legends” of the industry, and Nashville itself are treated with the utmost respect because of the roles that they’ve played in the development of country …
An Investigation Of Work Environment Characteristics And Work Engagement Of Limited- And Full-Service Hotel Property Front-Line Employees,
2016
University of Southern Mississippi
An Investigation Of Work Environment Characteristics And Work Engagement Of Limited- And Full-Service Hotel Property Front-Line Employees, Robert Jerald Thompson
Dissertations
Today, employee work engagement is viewed as one of the most important issues for corporations, given its influence on individual and organizational productivity and performance (Attridge, 2009; Czarnowsky, 2008). As a result, all organizations desire employees who are engaged, in particular the hospitality industry. As a service-providing sector of the hospitality industry, hotels are reliant on front-line employees to conduct strong customer-employee interactions and provide efficient service delivery while exceeding customer expectations (Kusluvan, 2003). The hospitality industry needs employees who are committed to the organization and one who is passionate, striving to go the extra mile, and offering discretionary effort …
Nevada Gaming Revenue: A Comparative Analysis Of Slots And Tables,
2016
Washington and Lee University
Nevada Gaming Revenue: A Comparative Analysis Of Slots And Tables, Scott Boylan
Occasional Papers
Throughout much of its existence, Nevada’s gambling industry has been dominated by table games. Historically, slot machines were of secondary importance because they did not generate much revenue and were costly to maintain and operate. Starting in the late 1970s, a series of technological milestones improved the form and function of slot machines, and fueled replacement cycles on casino floors. Nevada gaming revenue data provides evidence of the economic effects of these improvements. Since 1984, slots generally have produced larger revenue gains than tables, although those gains are distributed neither uniformly over time nor across gaming markets. In addition, slots …
Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry,
2016
University of Central Florida
Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry, Edwin N. Torres, Mathilda Van Niekerk, Marissa Orlowski
Faculty Scholarship and Creative Works
The present research sought to understand customer and employee incivility in the hospitality industry. The study identified customer actions that are perceived as uncivil by employees and coping strategies used by employees after experiencing uncivil behavior. Finally, service-recovery situations are differentiated from security-related incidents and guidance is offered to hospitality managers regarding the minimization of customer incivility. An empirical survey was distributed to 297 hotel employees. Regression analysis indicated that the effects of customer incivility were an increase in: customer aggression, employee negative emotions, employee-to-customer incivility, employee-to-employee incivility, and employee sensitivity to uncivil acts. The effects of employee-to-employee incivility were …
Home Bird - Albariño & Rias Baixas,
2016
Technological University Dublin
Home Bird - Albariño & Rias Baixas, Diarmuid Cawley
Other resources
The D.O. of Rias Baixas is young in relative terms but unique in Spain and most elsewhere for its production of wines from the Albarino grape variety. This report draws upon a trip to the region to assess why Albarino is so successful but has also taken up an almost homogenistic form for fear of tampering with this success.
Aniar : Restaurant And Boutique Cookery School,
2016
Technological University Dublin
Aniar : Restaurant And Boutique Cookery School, Aniar, Galway
Menus of the 21st Century
Aniar is a terroir based restaurant located in Galway’s West End. The word terroir is usually associated with wine-making: the combination of factors, including soil, climate, and environment, that gives a wine its distinctive character. In the case of our restaurant, we use the word in order to describe the way in which our food comes from the specific place that is Galway and the west of Ireland. We hope to reveal the distinct and various food stuffs that make up our particular landscape, through our farms, the wildlands and the shores that surround us. The natural course of the …
Thought Leaders: Faculty Who Shape Business Theory And Practice Through Research,
2016
DePaul University
Thought Leaders: Faculty Who Shape Business Theory And Practice Through Research
Business Exchange
Profiles of seven DePaul professors and the research they are conducting in areas as diverse as work-life balance and investor behavior: James D. Shilling, Real Estate Studies; R. David McLean, Investment Management; Kelly Richmond Pope, Accountancy; Andrew Gallen, Marketing; Alyssa J. Westring, Management; William Sander, Economics; and Misty Johanson, Hospitality Leadership.
Aniar : 1916 Inspiration Menu,
2016
Technological University Dublin
Aniar : 1916 Inspiration Menu, Aniar, Galway
Menus of the 21st Century
Aniar is a terroir based restaurant located in Galway’s West End. The word terroir is usually associated with wine-making: the combination of factors, including soil, climate, and environment, that gives a wine its distinctive character. In the case of our restaurant, we use the word in order to describe the way in which our food comes from the specific place that is Galway and the west of Ireland. We hope to reveal the distinct and various food stuffs that make up our particular landscape, through our farms, the wildlands and the shores that surround us. The natural course of the …
Customer Satisfaction Index Of Singapore 2015: Full Year Overview,
2016
Singapore Management University
Customer Satisfaction Index Of Singapore 2015: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2015. Singapore’s 2015 national score was computed using the data collected during these four quarters.
