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- Casinos (1)
- Customer VIsitation (1)
- Customer Value (1)
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Examining The Effect Of Direct Mail On Casino Customer Visitation And Value, Sharon Stroburg, Chris Roberts
Examining The Effect Of Direct Mail On Casino Customer Visitation And Value, Sharon Stroburg, Chris Roberts
Perspectives in Asian Leisure and Tourism
Customer relationship management in the form of direct mail is widely used by regional and local U.S. casinos for the purposes of building customer loyalty. Casinos can spend hundreds of thousands to millions of dollars each year sending direct mail, both with or without offers, often experiencing low response rates. As a result, managers need a better understanding of the impact of direct mail on customer loyalty. This paper investigates the impact on customer loyalty, defined for purposes of this study as frequency of visitation and customer monetary value, when a customer receives a mailing piece from a casino and …
Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study, Lois Warren Burns D.M., Chris Roberts Ph.D.
Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry Study, Lois Warren Burns D.M., Chris Roberts Ph.D.
Perspectives in Asian Leisure and Tourism
The problem of high employee turnover in the hospitality industry is a critical leadership challenge. The focus of this qualitative phenomenological study was the determination of the perceptions, reactions, and experiences leading to retention intentions of frontline hotel employees whose job responsibilities included compliance with customer loyalty directives. Analysis yielded the emergence of six relevant themes: training, directives, customer orientation, compliance failure consequences, customer complaint experiences, and customer loyalty experiences. The findings indicate that compliance with customer loyalty directives and hiring employees with high customer orientation did not result in increased turnover intention.
A Comparative Exploration Of Foodservice Workers’ Illicit Drug Use, Miranda Kitterlin-Lynch Ph.D., Lisa Young Thomas Ph.D., Lisa N. Cain Ph.D.
A Comparative Exploration Of Foodservice Workers’ Illicit Drug Use, Miranda Kitterlin-Lynch Ph.D., Lisa Young Thomas Ph.D., Lisa N. Cain Ph.D.
Perspectives in Asian Leisure and Tourism
The U.S. foodservice industry has been identified as having the highest incidence of employee illicit drug use among all sectors of U.S. industries. This qualitative study attempts to identify the factors contributing to this top position in comparison to other industries (i.e., retail or transportation) and whether these factors are different than in other industries. Behavior theory and reinforcement sensitivity theory are the primary theories that created the foundation for this research. In-depth employee interviews were conducted to examine both possible motivators for and possible inhibitors to illicit drug use. The findings identified environmental workplace norms that both encourage and …
Optimized Site Selection For A Health Themed Recreational City, Zahra Nadim, Amir Gandomkar, Chris Roberts Ph.D.
Optimized Site Selection For A Health Themed Recreational City, Zahra Nadim, Amir Gandomkar, Chris Roberts Ph.D.
Perspectives in Asian Leisure and Tourism
Industrial cities have many issues including people working long hours, environmental pollution, the aging of the population, and consumers demanding to have leisure, recreation and outdoor recreation opportunities. Constructing a place for healthy outdoor recreation can address some of those needs. The primary objective of this study is to test this concept by identifying and prioritizing the potential health recreational sites using Geographic Information System (GIS) and Analytical Hierarchy Process (AHP) in Isfahan City, Iran. This study identifies the following factors as indicators of suitability within a health recreational city: land prices, road system, capitation, distance from industrial areas, the …