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Articles 1 - 10 of 10
Full-Text Articles in Business
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 …
Customer Satisfaction Index Of Singapore 2012: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2012: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
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. This is the sixth year of measurement.
Customer Satisfaction Index Of Singapore 2012: Q2 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2012: Q2 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
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. This is the sixth year of measurement.
Customer Dissatisfaction And Complaining Responses Towards Mobile Telephony Services, Simon Gyasi Nimako Mr
Customer Dissatisfaction And Complaining Responses Towards Mobile Telephony Services, Simon Gyasi Nimako Mr
The African Journal of Information Systems
The paper examines customer satisfaction and complaint responses towards Mobile telephony services. The study was a cross-sectional survey involving customers from two mobile telephony companies. Data were collected using a self-administered structured questionnaire and analyzed using SPSS (version 16.0). The study found that customer satisfaction rating differed according to the mobile networks, and previous dissatisfaction significantly influences complaining response. Again, dissatisfied customers tend to complain more than satisfied ones. Moreover, dissatisfaction may not necessarily induce complaining and some satisfied customers may still complain. Furthermore, previous dissatisfaction may not always negatively affect overall satisfaction if it is effectively managed. Finally, the …
The Impact Of Trust And Cabin Crew Performance On Customers’ Satisfaction, Nadeem Safwan, Ahmed Imran Hunjra, Mohammad Ashfaq, Syed Qasim Haroon Naqvi
The Impact Of Trust And Cabin Crew Performance On Customers’ Satisfaction, Nadeem Safwan, Ahmed Imran Hunjra, Mohammad Ashfaq, Syed Qasim Haroon Naqvi
Ahmed Imran Hunjra (PhD)
In this research, the case of AIRBLUE has been taken to examine what people think about its performance, whether they trust this airline or not, and are they satisfied or not? Further, this study measures the impacet of cabin crew performance and trust on customer satisfaction. The data was collected by distributing questionnaires to the domestic travelers of AIRBLUE. The sample size of the research was of 180 people. The result shows that majority of people are satisfied with the performance of AIRBLUE and they trust on its service, but at the same time they have positive expectation that AIRBLUE …
Customer Satisfaction Index Of Singapore 2012: Q1 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2012: Q1 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
Between 2011 and 2012, customer satisfaction for the InfoCommunications sector rose by 1.6-points to 65.9-points (on a 0 to 100 scale). This significant 2.5% improvement reverses the downward trend the sector experienced since tracking begun in 2007.
Customer Satisfaction Index Of Singapore 2011: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2011: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
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 with 2011 marking its fifth year of measurement.
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.
Management, Marketing and Operations - Daytona Beach
The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …
Impulse Buying On The Internet, Claire Elizabeth Crafts
Impulse Buying On The Internet, Claire Elizabeth Crafts
LSU Master's Theses
Technology makes buying faster, smarter, and more convenient for consumers, and supplies endless opportunities for impulse buying. Research of this topic examines influencers for impulsive online shopping, and marketing techniques used to encourage such actions. After a thorough literature review to identify important factors relating to impulsive purchases and to develop hypotheses, a survey is conducted to provide data on which the hypotheses can be tested. The survey is divided into four sections examining the effectiveness of online marketing techniques, shopping habits, Internet habits, and questions relating to a recent online impulse purchase. Theories to test include ones relating to …