Influence of Perceptual Factors of a Responsible Gambling Program on Customer Satisfaction with a Gambling Firm
Economics and Business Letters
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Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.
Corporate social responsibility; Customer satisfaction; Gambling; Responsible gambling
Gaming and Casino Operations Management
Philander, K. S.
Influence of Perceptual Factors of a Responsible Gambling Program on Customer Satisfaction with a Gambling Firm.
Economics and Business Letters, 7(4),