Cocreation of the hospitality brand experience: A triadic interaction model

Although dyadic interactions among customers have widely been acknowledged to impact customer experience, the interdependence between customers and the service provider may form a symbiotic force that attenuates how an experience is cocreated. This study focuses on triadic interactions among casino patrons by modeling employee-to-customer (E2C) interactions as a boundary condition that may moderate the effect of customer-to-customer interactions (C2C) and customer-to-companion (Cu2Co) interaction quality on brand experience. Data were collected among patrons from 30 casino establishments using a two-step sampling approach. Findings suggest that E2C interaction moderates the relationship between customer interactions and the brand experience, such that the C2C interaction quality effect is more salient under the high E2C interaction condition. Implications for both practice and theory as well as limitations and future directions are further discussed.

Observations of the first GameSense-branded responsible gambling centre in a US casino

Objective: To help mitigate potential gambling harm, responsible gambling information centres are launching across casino venues in North America. The launch of the first such centre in the USA provided an opportunity to achieve three goals: (1) document the centre’s reach among casino patrons, (2) generate a comprehensive description of services provided, and (3) explore the potential for a dose–response relationship between centre exposure and gambling beliefs and behaviour. Design: We documented services provided and surveyed consecutive centre visitors. Setting: We achieved these goals at the GameSense Info Center, located in the first Massachusetts casino. Method: Programme staff recorded their services via electronic checklist and administered one-page surveys to visitors with whom they discussed problem or responsible gambling. Results: Programme staff reported engaging directly with approximately 1% of daily patrons. About 70% of their interactions were casual. During conversations that did move beyond a casual nature, programme staff typically provided information about responsible gambling, consistent with patrons’ self-reported needs and concerns. Finally, among a sample of patrons who repeatedly engaged with programme staff at the most involved level ( N = 129), those with relatively little programme exposure were more likely to hold an accurate gambling belief but less likely to report having set time limits on their casino visits. Conclusion: We did not observe support for the notion that using an on-site information centre to teach patrons about important gambling concepts is associated with more responsible gambling behaviour.

Gamble more than you want?

Purpose This study aims to explore the influence of casino servicescape on unplanned gaming behaviors by examining the mediating role of casino customers’ perceived behavioral control (i.e. perceived internal and external control). Design/methodology/approach Data were collected from 475 casino customers using street intercept survey. Multiple regression analysis was used to evaluate the mediating role of perceived behavioral control. Findings Results show a negative indirect effect of casino servicescape evaluation on customers’ unplanned gaming behaviors through perceived internal control. Moreover, casino customers’ perceived external control does not mediate the relationship between casino servicescape evaluation and unplanned gaming behaviors. Research limitations/implications Findings suggest that a favorable casino servicescape may enhance customers’ perception of control over their personal resources (e.g. skills and knowledge), which in turn facilitate self-regulation of their unplanned gaming behaviors. The findings are limited to Chinese casino customers, and researchers should further validate the results for non-Chinese casino patrons. Practical implications To casino operators, results suggest that the Friedman-style casino design (i.e. compact gambling areas and low ceilings) potentially encourages unplanned gaming behaviors of casino customers. From social-policy perspective, governments can create effective responsible gaming programs by enhancing casino customers’ perceived internal control. Originality/value This study illuminates the process that connects casino servicescape with unplanned gaming behavior by explicitly testing the mediating role of customers’ perceived behavioral control. Moreover, it examines unplanned gaming behaviors of leisure gamblers who represent the mass gaming population.

Older Adults’ Casino Gambling Behavior and Their Attitudes Toward New Casino Development

Research on new casinos typically focuses upon their impact on the community, rather than on specific at-risk groups. This research study explores the impact of the opening of a new casino on attitudes of older adult casino patrons, especially those at particular risk of having gambling problems. Results demonstrate that over 80% of older adult casino patrons would not change their attitudes toward gambling or expect to increase their gambling as a result of the opening of a new casino. However, older adults with problem gambling issues are more likely to indicate they would visit a casino more, spend more time at a casino, and gamble more as a result of the opening of a new casino. In addition, older adults with signs of a gambling problem are more likely to say the opening of a new casino would change their opinions of gambling in general or casino gambling.