An exploratory study of how casino dealer communication styles lead to player satisfaction

The purpose of this study is to verify the importance of communication styles in the casino industry. More specifically, it was proposed that nine types of casino dealer communication styles affect player satisfaction. In addition, it was hypothesized that player satisfaction plays an important role...

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Veröffentlicht in:Journal of travel & tourism marketing Jg. 35; H. 9; S. 1246 - 1260
Hauptverfasser: Hwang, Jinsoo, Park, Seulgi
Format: Journal Article
Sprache:Englisch
Veröffentlicht: Binghamton Routledge 22.11.2018
Taylor & Francis LLC
Schlagworte:
casino
Casinos
Communication
Communication styles
dealer
player
satisfaction
ISSN:1054-8408, 1540-7306
Online-Zugang:Volltext
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Zusammenfassung:The purpose of this study is to verify the importance of communication styles in the casino industry. More specifically, it was proposed that nine types of casino dealer communication styles affect player satisfaction. In addition, it was hypothesized that player satisfaction plays an important role in the formation of trust, commitment, and loyalty. A conceptual model was developed and tested using the empirical data collected from 414 table game players in Korea. The results indicated that six dimensions of communication styles (i.e. attentive, open, friendly, relaxed, animated, and contentious) positively affect player satisfaction, which in turn has a positive influence on trust, commitment, and loyalty.
Bibliographie:ObjectType-Article-1
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 14
ISSN:1054-8408
1540-7306
DOI:10.1080/10548408.2018.1488648