Casino, critical incident technique, customer satisfaction, customer service, gaming
Original Research Article
Before gaming organizations can initiate efforts to service their customers, they must be able to effectively manage the service encounter. Although every service encounter is not necessarily critical to satisfaction, it is not always obvious which are crucial to the customer and which are not. Using critical incidents reported by gaming customers and employees, this study identifies service encounters that both parties perceive as being very satisfactory or very dissatisfactory from the customer's point of view. Identifying particularly positive and negative customer service experiences can provide direction for management in allocating resources specifically to those areas that maximize customer satisfaction and correct those that cause customer dissatisfaction.