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Casino Atmospherics From A Customer's Perspective: A Re-Examination, Lesley Johnson, Karl J. Mayer, Elena Champaner
Casino Atmospherics From A Customer's Perspective: A Re-Examination, Lesley Johnson, Karl J. Mayer, Elena Champaner
UNLV Gaming Research & Review Journal
Considerable research in recent years has examined the influence of physical evidence, or atmosphere, in a variety of service settings, including leisure services. Not fully covered has been the area of atmosphere in a casino gaming setting. This extension of a previous study further investigates atmospherics in casinos. The findings showed that customers defined casino atmosphere in five key elements: theme, floor layout, ceiling height, employee uniforms, and noise level. Three of the five contributed positively to a player's satisfaction with the gaming experience as shown by the regression analysis. This reinforces previous indications of the need for casino management …
Using The Critical Incident Technique To Assess Gaming Customer Satisfaction, Lesley Johnson
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 …