Service climate and customer satisfaction in a casino hotel: An exploratory case study

Kralj, Anna and Solnet, David (2010) Service climate and customer satisfaction in a casino hotel: An exploratory case study. International Journal of Hospitality Management, 29 4: 711-719. doi:10.1016/j.ijhm.2010.01.005

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Author Kralj, Anna
Solnet, David
Title Service climate and customer satisfaction in a casino hotel: An exploratory case study
Journal name International Journal of Hospitality Management   Check publisher's open access policy
ISSN 0278-4319
1873-4693
Publication date 2010-12
Sub-type Article (original research)
DOI 10.1016/j.ijhm.2010.01.005
Volume 29
Issue 4
Start page 711
End page 719
Total pages 9
Place of publication Oxford, United Kingdom
Publisher Pergamon
Collection year 2011
Language eng
Subject C1
1504 Commercial Services
Abstract Given the global escalation in gaming availability, this paper proposes a service management framework for the study of competitive advantage in casino hotels. Using data collected from 303 employees at an Australian casino hotel, an exploratory case study in service climate and customer satisfaction is presented. The findings suggest that while service climate is highly correlated with customer satisfaction, internal dynamics result in significant differences in the perceptions of casino employees versus non-casino employees, highlighting the need to tailor organisational strategies to different types of employees. Copyright © 2010 Elsevier Ltd All rights reserved.
Keyword Casino hotels
Service climate
Customer satisfaction
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 18 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 21 times in Scopus Article | Citations
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Created: Sun, 29 Aug 2010, 00:05:12 EST