Open Access. Powered by Scholars. Published by Universities.®
UNLV Theses, Dissertations, Professional Papers, and Capstones
Casinos – Employees – Attitudes; Consumer satisfaction; Customer service
Articles 1 - 1 of 1
Full-Text Articles in Business
Effects Of An Upbeat And Positive Attitude In Customer Service Interactions, Brent Pritchett
Effects Of An Upbeat And Positive Attitude In Customer Service Interactions, Brent Pritchett
UNLV Theses, Dissertations, Professional Papers, and Capstones
In an extension of research demonstrating the effects of an upbeat and positive attitude in customer service interactions, the experiment and case studies examined in this paper identified evidence in support of displaying a positive behavior during customer service interactions. In the experiment, casino table game dealers were identified that exuded a consistent upbeat and positive attitude. These dealers were compared to other dealers who were inconsistent in their behavior. The experiment revealed that dealers, who engaged customers with a positive attitude, earned more in tipped income. In a series of case studies, service surveys were taken from customers that …