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Uncovering the service profit chain in the casino industry
Catherine Prentice1; IpKin Anthony Wong2; Desmond Lam3
ABS Journal Level3

Purpose - This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci presented in this paper rest on the service profit chain (SPC) model. The review involves studies relating to the constructs of the chain model and comprises sections that are categorized based on the internal link between management and employees, interaction between casino service employees and customers and profitability link.

Design/methodology/approach-The approach used in the current study involves a systematic review of the relevant academic literature with a focus on SPC studies in the casino industry, along with critical evaluation and analysis to identify research gaps. Google Scholar, EBSCOHost, Science Direct, Emerald and other academic databases were used to search relevant studies relating to casino and gambling research streams.

Findings-The review identifies several research gaps on the basis of the SPC link. Specifically, internal service quality needs more attention from both the practice and research points of view. Casino employee research should be extended to include personal traits and characteristics that may contribute to employee performance and loyalty. In the interaction between casino service providers and gamblers, more studies should be undertaken on the efficiency and effectiveness of marketing initiatives and promotions. Externally, the paper points out that more appropriate measurement of customer loyalty and casino profitability should be explored.

Research limitations/implications-This review provides references to focusing on key competitive advantages and presents guidelines on improving business growth and profitability for casino managers. The paper also identifies research areas that future studies should attend to.

Originality/value-The paper is the first thorough literature review of gaming research on marketing and management with a focus on the SPC model. This review represents a new era of gaming research, extending the problem gambling research focus into a broader scope embracing other disciplines.

KeywordMarketing Management Literature Review Tourism And Hospitality Service Profit Chain Casinos
URLView the original
Indexed BySSCI
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000424492200005
The Source to ArticleWOS
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Cited Times [WOS]:12   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
Corresponding AuthorCatherine Prentice
Affiliation1.Department of Marketing, Griffith Business School, Griffith University, Brisbane, Australia
2.Faculty of International Tourism and Management, Institute of Tourism and Gaming, City University of Macau, Macao
3.Department of Hospitality and Gaming Management, University of Macau, Taipa, Macao
Recommended Citation
GB/T 7714
Catherine Prentice,IpKin Anthony Wong,Desmond Lam. Uncovering the service profit chain in the casino industry[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2017,29(11):2826-2846.
APA Catherine Prentice,IpKin Anthony Wong,&Desmond Lam.(2017).Uncovering the service profit chain in the casino industry.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,29(11),2826-2846.
MLA Catherine Prentice,et al."Uncovering the service profit chain in the casino industry".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 29.11(2017):2826-2846.
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