Doctor of Philosophy (PhD)
First Committee Member
Robert H. Woods
Number of Pages
This study investigates the relationship between customer service quality and restaurant revenue in a casino. A recent search (August 2005) showed over 19,000 citations in one database on the subject of customer service quality. However, no studies specific to the casino industry were found. This study looked at three geographic locations of a gaming-centric casino company; The results showed that customers the casino environments used for this study view friendly/helpful staff and shorter wait times as significant. Surprisingly food variety, food quality, a price/value relationship, and ambiance/decor are not significant influences on restaurant revenues in a gaming-centric environment; These findings suggest that the traditional hospitality model of the relationship between customer service quality and revenue may not apply to the casino environment.
Casino; Customer Service; Environment; Gaming; Gaming-centric; Quality; Relationship; Restaurants; Revenue; Services
Management; Marketing; Recreation
University of Nevada, Las Vegas
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Brandmeir, Karl D, "The relationship between customer service quality and restaurant revenue in a gaming -centric casino environment" (2006). UNLV Retrospective Theses & Dissertations. 2676.