Modelling consumer intention to use gambling technologies: an innovative approach

Nisbet, Sharen

doi:10.1080/01449290500167840

Cited by 14 publications

(9 citation statements)

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“…The usefulness attribute that most affected intention to use the system was perceived reliability. While this study supported the reliability of Davis' model (1989), further research that considered potential changes in the interrelationships among the model's key latent constructs over time, that investigated differences in users and nonusers, and that developed understanding of post-adoption behaviors were advocated for further investigation (Nisbet, 2006). In particular, the usefulness of a deeper understanding of the impact of actual use on key player behaviors such as expenditure was proposed (Nisbet, 2006).…”

Section: Theories Of Human Behaviormentioning

confidence: 91%

“…In an analysis of the attributes of cardbased gambling technologies that affect consumer intention to use these systems, a framework for understanding the factors that affect an individual's intention to adopt these technologies was developed, based closely on the TAM (Nisbet, 2006). A Sharen Nisbet 431 23-item questionnaire was also administered to 134 patrons of two NSW gambling venues, and data reduction was achieved through principal component analysis.…”

Section: Theories Of Human Behaviormentioning

confidence: 99%

“…Recent research has examined the contextual factors affecting the implementation of cashless, card-based gaming machine payment technologies in Australian venues (Nisbet, 2005b) and modelled antecedents to customer use (Nisbet, 2005a;Nisbet, 2006), although actual use behaviors and their consequences have not been adequately investigated.…”

Section: Introductionmentioning

confidence: 99%

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How Customers Behave on the Gaming Floor: Revelations from Employees

Nisbet

2009

Journal of Travel & Tourism Marketing

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This article explores the dimensions of customer use of cashless cards on the gaming floor from the perspective of employees of two Australian gaming venues to provide explanations for variations in usage behavior. Some tentative theories regarding patterns in the data vis a vis these behaviors are proposed, grouped according to whether customers are putting money into or taking money out of the machines. The results indicate that segmenting customers as either light or heavy users rather than along socio-demographic lines would be useful to the design of adoption campaign messages. Further, for customers who have adopted the card, non use of the responsible gambling attributes and the associated lack of staff awareness of these features could be reversed through a simple communication and training program.

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Section: Theories Of Human Behaviormentioning

confidence: 91%

Section: Theories Of Human Behaviormentioning

confidence: 99%

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How Customers Behave on the Gaming Floor: Revelations from Employees

Nisbet

2009

Journal of Travel & Tourism Marketing

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“…In contrast, more direct and predictable user behaviour enhances the potential for an interface to anticipate user requirements (Phillips and Triggs 2001). Hence the directness or hesitancy of user behaviour could be used as a trigger for inducements or consumer warnings (Whitworth 2005, Moe 2006) and this could be important in determining consumer choice (Nisbet 2006, Lim et al 2011.…”

Section: Trackingmentioning

confidence: 99%

Behavioural responses to risk on remote outcomes

Phillips

Ogeil

Blaszczynski

2013

Behaviour & Information Technology

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Computer mediation of communication allows interaction with events remote in space or time. However, the uptake and use of videotechnology requires an understanding of its effects upon willingness to take risks. To understand how responses to remote events are influenced by computer mediation, the present study compared responses to collocated outcomes with those conveyed over a videolink or as pre-recordings. Willingness to risk on an outcome was quantified using wagering behaviour during a simulated game of roulette: measuring preferred outcome format, levels of risk sought, and times required to make decisions. Participants tended to be more confident of winning and preferred the collocated version of roulette. Participants took greater risks with pre-recorded video outcomes and tended to spend more time locating bets. For videolinked outcomes, participants were more cautious, hedging their bets, and taking more time deliberating the odds. Although the amounts wagered did not change, a potential predictability in pre-recordings appears to encourage risk taking, while the reduced presence inherent in real-time videolinks engenders caution.

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“…The ease with which a player can register to use the cashless component of the card was widely acknowledged; all employees could detail the few steps involved. More important than the contribution of this component of ease of use (Nisbet, 2005b) to ongoing use is the customer experience in the first week post-registration, as identified by a several change agents. Quality of instruction and customer reaction to any technical problems that may occur was elemental at this time.…”

Section: Embedding Usementioning

confidence: 99%

The role of employees in encouraging customer adoption of new gaming machine payment technologies

Nisbet

2009

International Journal of Contemporary Hospitality Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This paper aims to explore the adoption of cashless, card-based gaming machine payment systems from the organisational perspective, with an emphasis on the role of employees as change agents. Design/methodology/approach -In a qualitative research approach, semi-structured interviews with 14 registered club employees or change agents form the basis of analysis. Findings -A typology of change agent involvement in the successful customer adoption of payment innovations is proposed. Agents' capacity to recognise and respond to customer needs is the first theme identified and discussed. An ability to reflect on the effect of customer adoption of cashless mechanisms on their role and responsibilities constitutes the second skill, and their perception of the consequences of use for the organisation and its customers represents the highest order change agent skill in the adoption process.Research limitations/implications -The exploratory nature of this qualitative study limits the generalisability of the findings to gaming machine venues that share similar contextual features. Practical implications -The club employees interviewed are found to be potentially effective agents of change who readily observe and respond to the needs of gambling customers and can relate these to specific operational impacts. Opportunities for genuine employee participation in the diffusion process beyond the communication and adoption stages would, it is concluded, improve outcomes in the rate of adoption, range of customer use and the process of product development and enhancement. Originality/value -This paper applies a typology of change agent roles in a service industry context, acknowledging the unique relationship that club employees have with customers. It highlights how this can be leveraged to improve new product development and customer adoption.

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Modelling consumer intention to use gambling technologies: an innovative approach

Cited by 14 publications

References 1 publication

How Customers Behave on the Gaming Floor: Revelations from Employees

How Customers Behave on the Gaming Floor: Revelations from Employees

Behavioural responses to risk on remote outcomes

The role of employees in encouraging customer adoption of new gaming machine payment technologies

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