Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels

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

“…It is precisely this closeness that gives internal HR practices "visibility" to the customer (Tornow and Wiley, 1991:113). In casinos, the impact of internal organisational dynamics and human resource (HR) factors on customer satisfaction and service quality is an under-researched area (McCain et al, 2005). Although it would stand to reason that service climate will be strongly related to customer satisfaction given the high contact service nature of a casino hotel environment, the conflicting results from previous research demonstrate that this is not a wise assumption to make.…”

The Effect of Tourists’ National Culture on Perceived Performance of Restaurants in Petra, Jordan

“…Customer-employee interaction is another important factor here; it was found that the link between customer experience and employee performance and interaction in a service quality context is evaluated through the service quality measures of care, honesty and the quality of interaction and communication process (McCain, Jang & Hu, 2005). The quality of interaction is part of the quality of service in the face-to-face types of services; Wu and Liang (2009) state that the interactive relationship between consumers and service employees is important to consumer evaluations; specific behaviors, including the behavior of service employees, are key determinants of perceived service quality.…”

Customer loyalty marketing research: A comparative approach between hospitality and business journals

“…In terms of internal loyalty factors, hospitality research concentrated on service failure and recovery strategies (McCollough, 2000;Namgung and Jang, 2010) or service determinants (McCain et al, 2005), while business journals showed more interest on the products or specific promotions (Ailawadi et al, 2008;Feinberg et al, 2002). Both hospitality and business research contributed a decent amount of studies related to information technology as well.…”