Using The Critical Incident Technique To Assess Gaming Customer Satisfaction,
2012
University of Nevada, Las Vegas
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 …
Book Review: Indian Casino,
2012
University of Nevada, Las Vegas
Book Review: Indian Casino, William N. Thompson
UNLV Gaming Research & Review Journal
No abstract provided.
Game Volatility At Baccarat,
2012
Crown Limited
Game Volatility At Baccarat, Andrew Macdonald
UNLV Gaming Research & Review Journal
The authors discuss the volatility of table games using Baccarat as an example. The expected deviation from the win, in percentage terms, will decrease as the number of decisions is increased. In absolute terms, the deviation is likely to increase as decisions increase. Through the formulas presented in the article the author shows there is no natural evening-up process. That is if a casino lost one million dollars on Baccarat play last month, the casino manager cannot expect to make the theoretical win plus an additional one million next month. The article will help managers understand and plan for fluctuations …
Improving Competitiveness Through Cooperation: Assessing The Benefits Of Cooperative Education Partnerships In Gaming Management,
2012
Southern Cross University
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 …
Casino Technology: Player Tracking And Slot Accounting Systems,
2012
University of Nevada, Las Vegas
Casino Technology: Player Tracking And Slot Accounting Systems, Z. Wang, H. Aquino
UNLV Gaming Research & Review Journal
The objective of this research is to provide the casino industry with an unbiased, independent study on the available technologies in its business. Both the software manufacturers and the casinos recognize that tracking systems are far from being anything close to perfect. Thus, gaming companies are continually trying to improve the systems that they have on the market. In this paper the authors analyze player tracking and slot accounting systems based on their costs, functions, sizes, hardware requirements, and software requirements respectively, which may help casino executives better understand the technologies available to them and make more prudent and cost-effective …
Items Of Importance To Patrons Of Indian And Riverboat Casinos,
2012
University of Tennessee
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.
Hedonistic Differences Between Mechanical Game Players And Table Game Players: An Exploratory Investigation On The Road To A Comprehensive Theory For Gambling,
2012
University of Houston
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 …
Wages In Las Vegas And Reno: How Much Difference Do Unions Make In The Hotel, Gaming, And Recreation Industry?,
2012
University of Nevada, Las Vegas
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 …
Viewpoint,
2012
University of Nevada, Las Vegas
Viewpoint, Vincent H. Eade
UNLV Gaming Research & Review Journal
No abstract provided.
Players' Pool Slot Gaming: Fact And Fantasy,
2012
University of Nevada, Las Vegas
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 …
The Hospitality Industry's Lmpact On The State Of Nevada: A Summary & Review,
2012
University of Nevada, Las Vegas
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.
A Proposed Typology Of Odyssey Slot Machine Gamblers,
2012
University of Nevada, Las Vegas
A Proposed Typology Of Odyssey Slot Machine Gamblers, Lorraine Cebollero, Karl Mayer, Stanley Pinkos
UNLV Gaming Research & Review Journal
This paper discusses the development of a typology of gamblers who play the Odyssey slot machine. Qualitative research methods were employed, using an ethnographic approach to the research setting. Two typologies are presented and discussed, one for the Odyssey Players and a second for the Odyssey Observers. While the potential application of these two typologies to the more general classification of all slot machine gamblers is unknown, it is believed that this paper represents the first study of its kind in the gaming industry. As such, it may provide a foundation for both academics who are interested in conducting further …
An Exploration Of Customer Retention Factors In Las Vegas Casino Resort Properties,
2012
Neighborhood Inns of Chicago
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.
Academic Research Interests Of Casino Resort Properties,
2012
University of Nevada, Las Vegas
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 …
Using Benchmarking Techniques In Academia: Building A Gaming Education Program,
2012
University of Tampa
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.
The Profile And Motivations Of Elderly Women Gamblers,
2012
Michigan State University
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.
Kentucky Parimutuel Revenue Policy Simulator,
2012
University of Louisville
Kentucky Parimutuel Revenue Policy Simulator, J. Shannon Neibergs
UNLV Gaming Research & Review Journal
Since Kentucky introduced inter-track wagering in 1988, and inter-state wagering in 1994, there has been an ongoing substitution of declining live handle with increasing simulcasting handle. Also, since 1995 there has been a marked increase in competition from alternative gaming. At issue is the net effect on parimutuel stakeholder revenue relative to changes in the distribution of parimutuel handle and increased competition. This paper presents a parimutuel revenue budget that can be used to evaluate the marginal revenue of changes in policies, or of actions taken in response to increased competition from alternative gaming.
Social Costs Of Gambling: A Comparative Study Of Nutmeg And Cheese State Gamblers,
2012
University of Nevada, Las Vegas
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 …
The Gaming Industry And The Millennium Bug,
2012
Michigan State University
The Gaming Industry And The Millennium Bug, Michael L . Kasavana, Kathleen P. Brewer
UNLV Gaming Research & Review Journal
While much has been written about the Y2K bug in general, the gaming industry is among those slow to address the issue. As we quickly face the dawn of the new millennium, there are urgent issues to be addressed. This article examines the problem, major issues, potential solutions, and the impact of time constraints on the casino industry.
Two Consumption Models For United States Casino Areas Utilizing Competition And Site Attribute Variables,
2012
University of South Carolina
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 …
