Service climate and customer satisfaction in a casino hotel: An exploratory case study |
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Authors: | Anna Kralj David Solnet |
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Affiliation: | School of Tourism, University of Queensland, Building 39A – General Purpose Nth 3, Cnr Campbell Rd & Blair Dr, St Lucia, Brisbane, QLD 4067, Australia |
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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. |
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Keywords: | Casino hotels Service climate Customer satisfaction |
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