Business Commons^™

A Brave New World Of Ambient Intelligence In The Casinos Of Macau: Reality Or Fiction?, Hugo Luz Dos Santos Mr.

UNLV Gaming Research & Review Journal

The article scrutinizes the brave new world of ambient intelligence in the casinos of the Macau, Special Administrative Region of People´s Republic of China, chiefly in regards to the (candent) issue of privacy of the casino patrons.

Moreover, this scientific article provides an overview about the secondary use of big data of the casino patrons for law enforcement purposes.

Becoming Respectable: A History Of Early Social Responsibility In The Las Vegas Casino Industry, Jessalynn R. Strauss

UNLV Gaming Research & Review Journal

Today’s gaming corporations actively engage with their communities by supporting nonprofit organizations and adopting environmentally friendly practices among other socially responsible actions. This research considers precursors to modern corporate social responsibility (CSR) in the gaming industry by examining the philanthropic activities of the casino owners in Las Vegas in the early days of its development. This historical look at early philanthropy in the gaming industry provides a contextual background for considering contemporary corporate social responsibility. While the gaming industry has clearly come a long way from its early ties to organized crime, an understanding of this context helps further discussion …

Servant Leadership And Related Issues In Chinese Hotel Industry, Yiqing Wang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Because of the economy growth and the Open Door Policy, Chinese hotel industry was under a huge expansion. Since more and more western customers are visiting and Chinese customers are having more hotel experience abroad, the service Chinese hotels used to provide dose not meet the standard anymore. So the managers and leaders need to find an appropriate approach to encourage their employees to improve the service to their customers. This research went through over 40 articles about Chinese hotel industry and Chinese culture and found out that servant leadership style should be the best approach to engage the employees.

Transformational Leadership Increases Self-Determination And Positively Impacts Hospitality Frontline Employees, Xiao Zhang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This professional paper presents literature by exploring the role of self-determination theory between the relationship of transformational leadership and hospitality employees’ well-being. It integrates the present research on leadership style, needs theory and well-being and provides useful and meaningful information for executives and organizations who are dedicated to improve employees’ well-being.

Premier, Gina Agrellas, Jordan Cloward, Bobby Cordell, Kyle Helms, Francis Mccabe

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

Premier, Stowe Shoemaker, Francis Mccabe, Angela Ramsy

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

The Perceptions Of Macao Undergraduates Regarding Help Websites For Problem Gambling, Chang Boon Patrick Lee, Heng Tang, Wing Han Brenda Chan

UNLV Gaming Research & Review Journal

This study conducted a web-surfing exercise and a questionnaire survey among a group of Macao undergraduate students regarding the websites that offered help with problem gambling. The results of this study found that most help websites in Macao and Hong Kong provided basic information-sharing service. The students indicated that they would choose their preferred help organization based on factors such as trust, familiarity, and the characteristics of the websites. They also gave comments/suggestions related to the publicity, design, contents, and focus of the websites. This study discussed the results and their implications for future research and practice.

The Financial, Social, And Environmental Impacts Of Sustainable Practices On The Las Vegas Hospitality Market, John Brady

UNLV Theses, Dissertations, Professional Papers, and Capstones

Sustainability is important to Las Vegas hospitality organizations because they operate in an environment with constrained resources. Water supply is one such constrained resource and Lake Mead is and has been far below its normal level. This lake provides the potable water supply for Southern Nevada. Southern Nevada, which is anchored by Las Vegas, worked to reduce their water consumption by 32 billion gallons between 2002 & 2014 (Southern Nevada Water Authority, 2015). This pattern tells me that Las Vegas is aware of the footprint they leave on the environment and look for ways to reduce said footprint. This is …

A Checklist: Questions That New Gaming Jurisdictions Need To Consider In Adopting Gaming Laws And Regulations, Anthony Cabot

UNLV Gaming Research & Review Journal

Review Article: This checklist sets out the major items that should be considered in crafting a regulatory system.

Book Review: Chopsticks And Gambling, By Desmond Lam, Ph.D., Andrew Gustafson

UNLV Gaming Research & Review Journal

Book Review:

Desmond Lam. Chopsticks and Gambling. Transaction Publishers, 2014. 172pp. (Cloth) ISBN 978-4128-5393-4

Ecommerce Market Convergence In Action: Social Casinos And Real Money Gambling, Brett Abarbanel, Ardeshir Rahman

UNLV Gaming Research & Review Journal

The social casino and real money gambling industries, including gambling at online and live venues (such as casino resorts), are quickly converging (H2 Gambling Capital & Odobo, 2013). Differences in demographics and gambling behaviors for different frequencies of social casino participation among real money online gamblers are examined to explore customer behaviors between the two markets. Frequency of play in social casino games varied depending on gender and education, similar to patterns in real money gambling. Players who participated more frequently in social casino games were also more likely to spend more time participating in real money online gambling, suggested …

Predicting Cross-Gaming Propensity Using E-Chaid Analysis, Eunju Suh, Matt Alhaery

UNLV Gaming Research & Review Journal

Cross-selling different types of games could provide an opportunity for casino operators to generate additional time and money spent on gaming from existing patrons. One way to identify the patrons who are likely to cross-play is mining individual players’ gaming data using predictive analytics. Hence, this study aims to predict casino patrons’ propensity to play both slots and table games, also known as cross-gaming, by applying a data-mining algorithm to patrons’ gaming data. The Exhaustive Chi-squared Automatic Interaction Detector (E-CHAID) method was employed to predict cross-gaming propensity. The E-CHAID models based on the gaming-related behavioral data produced actionable model accuracy …

Considerations For Implementing A Hotel Revenue Management System, Akram Mahesh

UNLV Theses, Dissertations, Professional Papers, and Capstones

To fully understand and implement a revenue management system, hotel managers will need to research all aspects of a system, its requirements, and the hotel’s requirements to ensure that they are implementing a system that will work best for their property. This kind of research requires finding information in literature that is scattered in many locations. An owner or manager of a small to midsize hotel would need to invest a lot of time and energy into this process. Unlike giant companies like Marriott or Hilton, small to midsize independent hotels do not have the manpower to research and implement …

The Impacts Of A Smoking Ban On Gaming Volume And Customers' Satisfaction In The Casino Industry In South Korea, Sojeong Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

A growing number of countries have legislated smoke-free policies in enclosed public areas and have extended the policies to hospitality facilities. However, some states and countries exempt gaming areas from the smoking law fully or partially. Anti-smoking policy is controversial for a number of reasons, such as smokers’ strong opposition, government ordinance, public health, and economic anxiety. Casino management may worry that a smoking ban policy will result in a significant decline of casino revenue because the break for smoking may interfere with continuing play.

This thesis examined a smoking ban impacts on gaming volume and customers’ satisfaction in the …

Methods Of Teaching Social Intelligence And Its Impact On Service Quality, Martee Fischman

UNLV Theses, Dissertations, Professional Papers, and Capstones

Current literature on social intelligence was reviewed and analyzed and most was focused on the general understanding of social intelligence and methods of measurement. There is little literature that connects social intelligence to the business world and none that focuses on the hospitality industry. It is important to fill the gap in research because social intelligence could have a significant impact on service quality, which in turn affects revenues. The current literature provides a good foundation, but more research is needed in the hospitality industry to determine the impact social intelligence actually has on service quality. Experimentation utilizing several measurement …

A Study On Employee Engagement Program In Full Service Hotel, You Han

UNLV Theses, Dissertations, Professional Papers, and Capstones

No abstract provided.

Exploring The Relationship Between Revenue Management And Hotel Loyalty Programs, Melissa Elizabeth Buckley

UNLV Theses, Dissertations, Professional Papers, and Capstones

Loyalty programs are a staple of the hospitality industry. As time progressed, there has been a shift among the structure of loyalty programs to not only reward the large spend of casino players, but also to compensate other frequent travelers of the hotel. As hotels continue to offer increasing benefits and compensation while reevaluating the tier structure of loyalty programs, research was necessary to discover if these loyalty programs are extracting the maximum revenue per guest and creating overall revenue for the hotel.

The purpose of the study was to uncover the relationship between revenue management and hotel loyalty programs. …

The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study examined the impact of hotel loyalty program membership and tier levels on guest perceptions and tolerance for service quality in major U. S. hotel chains. A sample of 315 hotel loyalty program members and non-members were surveyed via an online self-administered survey sent by Qualtrics. The survey used a three-column format asking the adequate level of expectations, desired level of expectations, and perceptions to test survey respondents’ zone of tolerance and perceived service quality using SERVQUAL dimensions. Guest satisfaction was measured by American Customer Satisfaction Index (ACSI). A nine-point Likert scale was applied for the measurement of service …

A Process For Optimal Resource Allocation For Integrated Resorts, Benjamin Mammina

UNLV Theses, Dissertations, Professional Papers, and Capstones

For anyone involved in the development of casinos or Integrated Resorts the process of planning a successful project can be rather cumbersome, arbitrary and lacking of business data to make sound financial decisions. This study will organize that process to reduce those difficulties and identify those Resources needed to provide optimal results for return on investment (ROI), total investment (TI) and overall size of the project (SF).

To determine the size of an Integrated Resort (IR) owners and developers tend to look at the building characteristics of competing or admired projects and then set their Resource parameters such as: 2000 …

The Impact Of Hotel Website Quality On Customer Reservation, Chen Tan

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study focuses on the discussion of the relationship between the website design and customer reservations in Las Vegas, specifically, how important the website quality is to hotels and how the features affect the Internet bookings. Since the online market is growing and becoming more and more competitive, hotels are investigating an effective way to keep customers making reservation directly through the hotel’s own website, such as providing lowest guarantee rates, promoting loyalty points and cooperating with online travel agents. Consumers expect websites that are informative, attractive and engaging. Usability, security, personalization, usefulness, responsiveness and information content are the dimensions …

An Analysis Of Empirical Research Of Social Media And User-Generated Content In The Hospitality Industry, Didi Fan

UNLV Theses, Dissertations, Professional Papers, and Capstones

Hospitality remains highly competitive industry where establishments are always pushing new efforts to positively attract and retain consumers more so than the others. In recent years, the most significant trend in reaching to consumers is through social media. The research dives into great detail in the interactions and cause and effect between consumers and hospitality in social media such as the effect of user generated content. The research produces more details and ideas than simply engaging in social media helps hospitality establishments. The information was attained from a large content analysis of previous research, studies, surveys, experiments, statistical and quantitative …

The Economic And Social Effects Of Casino Development In Macau, Christopher Benton

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper explores the economic impacts that took place in Macau after the gaming monopoly ended in 2002, as well as the resulting social effects to the local region. The broader research on casino gaming was analyzed, and was then compared to the social and economic impacts that took place in Macau. Specifically, economic indicators such as employment and GDP were evaluated, along with social issues such as problem gambling, crime, and educational attainment. Many countries, specifically Asian countries, are now entertaining the idea of introducing casinos to their local communities in an effort to try and replicate the type …

Too Drunk To Gamble? Dram Shop Liability For Gaming Debts., Jeffery Benson

UNLV Theses, Dissertations, Professional Papers, and Capstones

The service of alcohol to high-end gamblers may hinder your ability to collect unpaid debt. Gamblers have opted to use the legal theory of Dram Shop, to reduce, if not eliminate unpaid debt. Their position is that they were too drunk to gamble and therefore not responsible for their debts. Gamblers have been largely unsuccessfully using Dram Shop laws; however the casino executives should make themselves familiar with the legal precedent to ensure total liability protection.

The Effects Of Gaming Taxation On Capital Investment In Gaming Businesses, Jeremy Pollock

UNLV Theses, Dissertations, Professional Papers, and Capstones

Microeconomic theory generally supports the idea of an inverse relationship between taxes and capital investment. The gaming industry however does not operate on a free market equilibrium of supply and demand. Regulation and taxation of this industry can distort competitive forces and, as a result, investment decisions. Forces are described herein which either strengthen or weaken this inverse relationship, as well as how they affect the value of the limited number of casino operating licenses which states grant. Higher tax rates are generally shown to result in small-scale properties, which cater to a narrow base of consumers. In contrast, low …

Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl

UNLV Theses, Dissertations, Professional Papers, and Capstones

Customer loyalty is one of the greatest marketing goals of any organization. Traditionally, the key to loyalty has been satisfaction. More recently, consumer delight has been linked as having a stronger connection to loyalty. This paper explores through a literature review, the connections between customer service, loyalty, satisfaction, and delight through the lens of the experience economy. Then, recommendations are provided for academics and hospitality professionals alike on how to delight customers through future research and front-line employee policies and procedures.

Competency Based Learning In Hospitality Education And Its Impact On Future Leadership Skills, Colleen S. Wong

UNLV Theses, Dissertations, Professional Papers, and Capstones

In the past five years, hospitality educational programs have seen a distinct decline in enrollment from year to year (Oakley, 2016). Upon reflection of this decline, there could be many reasons, which caused a consecutive downward trajectory regarding enrollment. First, individuals are finding that a formal degree is not required for entry-level positions in the hospitality industry. Second, people are utilizing technology and videos to substitute for formal education and are finding success in the entry-level hiring process. Third, this generation does not see the value in formal education for entry-level employment. True as that might be, trends have shown …

Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). …