Award Date

1-1-2006

Degree Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

Hotel Administration

First Committee Member

Robert H. Woods

Number of Pages

67

Abstract

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.

Keywords

Casino; Customer Service; Environment; Gaming; Gaming-centric; Quality; Relationship; Restaurants; Revenue; Services

Controlled Subject

Management; Marketing; Recreation

File Format

pdf

File Size

1372.16 KB

Degree Grantor

University of Nevada, Las Vegas

Language

English

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Rights

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