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2012

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Using The Critical Incident Technique To Assess Gaming Customer Satisfaction, Lesley Johnson Dec 2012

Using The Critical Incident Technique To Assess Gaming Customer Satisfaction, Lesley Johnson

UNLV Gaming Research & Review Journal

Before gaming organizations can initiate efforts to service their customers, they must be able to effectively manage the service encounter. Although every service encounter is not necessarily critical to satisfaction, it is not always obvious which are crucial to the customer and which are not. Using critical incidents reported by gaming customers and employees, this study identifies service encounters that both parties perceive as being very satisfactory or very dissatisfactory from the customer's point of view. Identifying particularly positive and negative customer service experiences can provide direction for management in allocating resources specifically to those areas that maximize customer satisfaction …

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Book Review: Indian Casino, William N. Thompson Dec 2012

Book Review: Indian Casino, William N. Thompson

UNLV Gaming Research & Review Journal

No abstract provided.

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Improving Competitiveness Through Cooperation: Assessing The Benefits Of Cooperative Education Partnerships In Gaming Management, Helen Breen, Nerilee Hing Dec 2012

Improving Competitiveness Through Cooperation: Assessing The Benefits Of Cooperative Education Partnerships In Gaming Management, Helen Breen, Nerilee Hing

UNLV Gaming Research & Review Journal

Cooperative education partnerships between industries and universities are becoming increasingly common in response to fundamental challenges facing both sectors. Theoretically, many benefits for both partners are espoused. This paper explores these benefits and then assesses whether and how these have occurred in a leading gaming management course in Australia. It was found that benefits for industry comprised enhanced industry professionalism and legitimacy; increased professional status; better public image; control of abstract knowledge and improved industry competitiveness. For the university, key benefits have included improved educational offerings; enhanced university reputation in the discipline and for cooperative education partnerships; additional student fees …

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Items Of Importance To Patrons Of Indian And Riverboat Casinos, Carl J. Pfaffenberg, C. Costello Dec 2012

Items Of Importance To Patrons Of Indian And Riverboat Casinos, Carl J. Pfaffenberg, C. Costello

UNLV Gaming Research & Review Journal

The objectives were to identify similar characteristics for casino patrons and determine what factors were important to these individuals. Patrons from Indian and riverboat casinos were surveyed on demographic variables, casino experience, and importance of 25 items. Casino patrons scored intangible items such as security and service highly. Casino managers must constantly assess how the casino is performing by using data extracted from their clientele.

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Hedonistic Differences Between Mechanical Game Players And Table Game Players: An Exploratory Investigation On The Road To A Comprehensive Theory For Gambling, Karl Titz, David Andrus, Judy Miller Dec 2012

Hedonistic Differences Between Mechanical Game Players And Table Game Players: An Exploratory Investigation On The Road To A Comprehensive Theory For Gambling, Karl Titz, David Andrus, Judy Miller

UNLV Gaming Research & Review Journal

This exploratory research examined relationships between casino play and hedonic factors. The hedonic factors examined were emotion, sensation seeking and impulsivity, absorbing experiences, and analytical characteristics. Differences between slot players and table game players were measured. The subjects were a convenience sampling of 1,010 casino gamblers at a Las Vegas Strip casino catering to out of town visitors. All participants completed a 45- item survey. The constructs were measured using the Mehrabian and Russell (1974) pleasure, arousal, and dominance scale; the Zuckerman Kuhlman sensation seeking and impulsivity scale; the Swanson (1978) absorbing experience scale; and an analytical scale developed by …

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Wages In Las Vegas And Reno: How Much Difference Do Unions Make In The Hotel, Gaming, And Recreation Industry?, C. Jeffrey Waddoups Dec 2012

Wages In Las Vegas And Reno: How Much Difference Do Unions Make In The Hotel, Gaming, And Recreation Industry?, C. Jeffrey Waddoups

UNLV Gaming Research & Review Journal

A significant union presence in the Las Vegas, Nevada Hotel, Gaming, and Recreation (HGR) industry juxtaposed to the near absence of unions in the Reno, Nevada segment of the same industry is used to study how unions affect wages both within the industry and in a much less unionized sector, the Wholesale and Retail Trade (WRT) industry. The results indicate that median wages of highly unionized occupations in the Las Vegas HGR industry are significantly higher than wages of identical occupations in Reno. Little difference in wages is observed in the WRT industries of the two regions. In light of …

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Players' Pool Slot Gaming: Fact And Fantasy, Charles Carslaw, E.J. Egghart Dec 2012

Players' Pool Slot Gaming: Fact And Fantasy, Charles Carslaw, E.J. Egghart

UNLV Gaming Research & Review Journal

Players pool gaming has existed in many jurisdictions in connection with card game operations. It has also being proposed for use in slot machine operations in jurisdictions where full Class III gaming is not fully legalized. Using a players' pool trust is a non-house-banked alternative for slot operation that has been proposed to allow Native American tribal casinos in some major states to operate their slot machines in a similar manner to Nevada style casinos. The purpose of establishing players' pool type gaming is to remove the house banking element from gaming that is essentially equivalent to Class III gaming …

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The Hospitality Industry's Lmpact On The State Of Nevada: A Summary & Review, Shannon Bybee, Jeremy A. Aguero Dec 2012

The Hospitality Industry's Lmpact On The State Of Nevada: A Summary & Review, Shannon Bybee, Jeremy A. Aguero

UNLV Gaming Research & Review Journal

This article summarizes the economic, fiscal, and social impact findings of The Hospitality Industry's Impact on the State of Nevada, a report issued in November1998 by the International Gaming Institute. This summary includes data on jobs, wages, output, taxes, crime, and other social issues. A brief discussion is included regarding the authors' opinions of the state's dependence on the hospitality industry and gaming taxes, as well as the potential ramifications of this dependence in a changing economic environment.

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An Exploration Of Customer Retention Factors In Las Vegas Casino Resort Properties, Michael J. Petrillose, Kathleen P. Brewer Dec 2012

An Exploration Of Customer Retention Factors In Las Vegas Casino Resort Properties, Michael J. Petrillose, Kathleen P. Brewer

UNLV Gaming Research & Review Journal

No abstract provided.

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Academic Research Interests Of Casino Resort Properties, Collin Ramdeen, Susan Raymakers, Robert H. Bosselman Dec 2012

Academic Research Interests Of Casino Resort Properties, Collin Ramdeen, Susan Raymakers, Robert H. Bosselman

UNLV Gaming Research & Review Journal

This study surveyed department executives and chief executive officers from casino resort properties. The 52 respondents represented 22 percent of the total surveyed. These respondents were asked to indicate how much their company valued outside research, and the best vehicle for distributing outside research to casino resort properties. They were also asked to rate their relative degree of interest in specific research topic areas. The results indicate that most of the casino resort properties were interested in academic research. The analysis of specific research topics revealed that there was a significant level of interest in consumer behavior, competitive markets, and …

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Using Benchmarking Techniques In Academia: Building A Gaming Education Program, Susan H. Lvancevich, Daniel M. Lvancevich, Bernard N. Fried Dec 2012

Using Benchmarking Techniques In Academia: Building A Gaming Education Program, Susan H. Lvancevich, Daniel M. Lvancevich, Bernard N. Fried

UNLV Gaming Research & Review Journal

This paper discusses the use of benchmarking techniques in building a gaming education program. Four general categories of benchmarking techniques and their applicability to gaming education are presented. A template for building a gaming education program is explained, as well as the key success factors to consider when implementing benchmarking in academia. A summary of schools currently offering gaming courses, a list of gaming topics in various functional areas that can easily be integrated into existing courses, and a list of gaming-related resources are also provided.

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The Profile And Motivations Of Elderly Women Gamblers, John Tarras, A.J. Singh, Omar Moufakkir Dec 2012

The Profile And Motivations Of Elderly Women Gamblers, John Tarras, A.J. Singh, Omar Moufakkir

UNLV Gaming Research & Review Journal

Survey research was conducted to determine the profile and motivations of elderly women gamblers. The survey results indicate there is potential to increase revenues by appealing to this segment. Those that do visit casinos, do so primarily for the entertainment and excitement it provides. Furthermore, as a group, elderly women gamblers are disciplined and do not suffer from compulsive gambling problems.

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Social Costs Of Gambling: A Comparative Study Of Nutmeg And Cheese State Gamblers, William N. Thompson, Ricardo Gazel, Dan Rickman Dec 2012

Social Costs Of Gambling: A Comparative Study Of Nutmeg And Cheese State Gamblers, William N. Thompson, Ricardo Gazel, Dan Rickman

UNLV Gaming Research & Review Journal

An analysis of the social costs of problem gambling finds similar results from two surveys of gamblers in treatment in Wisconsin (N=98) and Connecticut (N=112). Cost factors examined include lost work time and unemployment, bad debts, thefts, civil court costs, criminal justice system costs, and welfare costs. The problem gambler in Wisconsin imposes an annual cost of $8,681 on other persons, while Connecticut costs amount to $15,994. The variations between the two groups surveyed are found, for the most part, in costs of thefts. The differences can be explained by the fact that legalized gambling has been established longer in …

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Two Consumption Models For United States Casino Areas Utilizing Competition And Site Attribute Variables, David M. Pearlman Dec 2012

Two Consumption Models For United States Casino Areas Utilizing Competition And Site Attribute Variables, David M. Pearlman

UNLV Gaming Research & Review Journal

In this study, multiple regression techniques were used to build two consumption models to better understand supply and demand influences on casino revenues. The initial model contained 15 independent variables and explained 97% of the variance in revenues. However, due to assumption violations, assessing the relative role of each independent variable proved to be problematic. Subsequently, a Reduced Variable Model was developed which explained 83% of the variance, and included six independent variables. As stand-alone prediction tools, the models do not yield useful revenue estimates, due to their large standard errors of the estimate, however, they do explain relative influences …

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A Global Market Analysis Of Casino Gaming On The Internet, Lawrence Dandurand Dec 2012

A Global Market Analysis Of Casino Gaming On The Internet, Lawrence Dandurand

UNLV Gaming Research & Review Journal

Technology can provide gaming to any household in the world. The market potential of casino gaming on the Internet is substantial. This article summarizes an analysis of the global Internet casino gaming market. It indicates: (1) the nature of Internet casino gaming; (2) the competitive environment; (3) market opportunities; (4) environmental constraints; (5) marketing strategies; (6) market demand; (7) market potential; and (8) a flexible diffusion of innovation model for forecasting market demand.

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Blackjack At Thirty Thousand Feet: America's Attempt To Enforce Its Ban On In-Flight Gambling Extraterritorially, Steven Grover Dec 2012

Blackjack At Thirty Thousand Feet: America's Attempt To Enforce Its Ban On In-Flight Gambling Extraterritorially, Steven Grover

UNLV Gaming Research & Review Journal

No abstract provided.

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A Chronology Of (Legal) Gaming In The U.S., George G. Fenich Dec 2012

A Chronology Of (Legal) Gaming In The U.S., George G. Fenich

UNLV Gaming Research & Review Journal

No abstract provided.

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Constraints To The Growth Of Native American Gaming, James A. Davis, Samuel M. Otterstrom Dec 2012

Constraints To The Growth Of Native American Gaming, James A. Davis, Samuel M. Otterstrom

UNLV Gaming Research & Review Journal

Since the Indian Gaming Regulatory Act was passed in 1988, high-stakes bingo halls and casino operations have spread to reservations across the country and generated millions of dollars in revenues for their respective tribes. While some tribes have been able to exploit their sovereign status and establish high-stakes bingo parlors and casinos on reservations across the country, this study describes how external and internal constraints limit the adoption of gaming ventures by other tribes. Constraints include the location of the reservations, increasing competition, disagreements among tribal members, and opposition from the private and public sectors.

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Educating For The Gaming Industry: Need, Profile, And Suggested Schema, Leslie E. Cummings Dec 2012

Educating For The Gaming Industry: Need, Profile, And Suggested Schema, Leslie E. Cummings

UNLV Gaming Research & Review Journal

As legalized gambling becomes increasingly widespread and competitive, operators seek employees who understand its unique culture and demands. Today, few baccalaureate programs offer gaming management education. Gaming subject areas for college programs span three content spheres: (a) gaming and games themselves; (b) gaming interfaces with other hospitality subjects (lodging, accounting); and (c) the gaming/hospitality environment (regulation, economics). In a given academic program, gaming content integration can be measured along a continuum, from nonexistent, to somewhat integrated within existing courses, to comprising a central educational focus.

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New Developments In Gaming Taxation And Regulation: An Update, Susan H. Lvancevich, Bernard N. Fried Dec 2012

New Developments In Gaming Taxation And Regulation: An Update, Susan H. Lvancevich, Bernard N. Fried

UNLV Gaming Research & Review Journal

The gaming industry is facing increased regulatory interest. Congress has authorized a commission to investigate gaming in the United States. The Internal Revenue Service continues to interpret ambiguous areas of the tax code in an attempt to raise gaming tax revenues. Regulatory changes in currency transaction reporting have also resulted in some significant changes for the industry. The purpose of this paper is to provide an update on tax and regulatory issues currently facing the gaming industry. Specifically, the paper will address tax and regulatory developments in: (a) tip compliance, (b) cash transaction reporting, (c) complimentaries, (d) employee cafeterias, (e) …

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An Examination Of University Student Gambling Practices, Michael Yuan, Susan Yuan, Patricia Janes Dec 2012

An Examination Of University Student Gambling Practices, Michael Yuan, Susan Yuan, Patricia Janes

UNLV Gaming Research & Review Journal

Concerns about student gambling behavior are often based on the popular opinion that students gamble all the time, that students spend too much money gambling, and that students readily become addicted to gambling. The purpose of this study was to examine whether popular opinions related to student gambling are factually based. This was done by examining the relationship among demographics, gambling practices, and views of personal gambling practices of Central Michigan University students. The study results suggest that these popular opinions regarding student gambling may not be factual, or at least may not be as serious as initially perceived.

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The Gaming Industry And The North American Industry Classification System, Wesley S. Roehl Dec 2012

The Gaming Industry And The North American Industry Classification System, Wesley S. Roehl

UNLV Gaming Research & Review Journal

No abstract provided.

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Providing More Effective And Efficient Casino Rfps, John R. Mills, Jannet M. Vreeland Dec 2012

Providing More Effective And Efficient Casino Rfps, John R. Mills, Jannet M. Vreeland

UNLV Gaming Research & Review Journal

The proliferation of gaming has required governmental entities to become more efficient in the selection of new gaming operators. The Request for Proposal (RFP) process has become the accepted method for selecting operators in new jurisdictions. However, the development of this process has been, and continues to be, evolving; more recent RFPs have learned from the mistakes made in earlier ones. The authors discuss how to make the RFP process more effective and efficient by analyzing the mistakes made in previous RFPs. They provide recommendations on how to structure the initial RFP and about what information should be contained in …

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Down At The Track - What Policy, Marketing, & Technology Offer The Sport Of Kings, Leslie E. Cummings Dec 2012

Down At The Track - What Policy, Marketing, & Technology Offer The Sport Of Kings, Leslie E. Cummings

UNLV Gaming Research & Review Journal

Horse and dog racetracks across the U.S. are experiencing declining attendance and betting handle. This article summarizes an investigation into possible causes and remedies for these trends. Three topics emerged: policy, marketing, and technology. First, industry and political leaders must cooperate in identifying and addressing central political-legal issues. Racing's second focus must be marketing management, especially the changing competitive marketplace and specific marketing mix elements. A third concentration for racing industries is the intelligent application of technologies for such strategic purposes as expanding both the track product mix and its distribution.

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Cplr 7501: Availability Of Provisional Remedies In Case Where A Court Compels Arbitration, St. John's Law Review Dec 2012

Cplr 7501: Availability Of Provisional Remedies In Case Where A Court Compels Arbitration, St. John's Law Review

St. John's Law Review

No abstract provided.

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Cplr 7501: Commercial Arbitration Held To Be Improper Medium For Determining Violations Of State Antitrust Laws, St. John's Law Review Dec 2012

Cplr 7501: Commercial Arbitration Held To Be Improper Medium For Determining Violations Of State Antitrust Laws, St. John's Law Review

St. John's Law Review

No abstract provided.

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Collateral Estoppel: Dewitt Principle Held Inapplicable In Driver Passenger Situation, St. John's Law Review Dec 2012

Collateral Estoppel: Dewitt Principle Held Inapplicable In Driver Passenger Situation, St. John's Law Review

St. John's Law Review

No abstract provided.

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Collateral Estoppel: Glaser Doctrine No Longer Followed In First Department, St. John's Law Review Dec 2012

Collateral Estoppel: Glaser Doctrine No Longer Followed In First Department, St. John's Law Review

St. John's Law Review

No abstract provided.

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Collateral Estoppel: Glaser Doctrine Retained In Second Department, St. John's Law Review Dec 2012

Collateral Estoppel: Glaser Doctrine Retained In Second Department, St. John's Law Review

St. John's Law Review

No abstract provided.

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Cplr 1401: Court Distinguishes True Joint Tort-Feasors From Successive Tort-Feasors, St. John's Law Review Dec 2012

Cplr 1401: Court Distinguishes True Joint Tort-Feasors From Successive Tort-Feasors, St. John's Law Review

St. John's Law Review

No abstract provided.

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