Applying the service profit chain to the gaming industry, emphasizing on table games dealers, in Las Vegas
Master of Science in Hotel Administration
First Committee Member
Mehmet Erdem, Chair
Number of Pages
Gaming has been a significant part of the tourism industry in Las Vegas. Most gamblers come to Las Vegas hoping to win big, but are often disappointed. So what keeps people coming back time and again to contribute to Las Vegas’ economy? The casinos and the gaming industry believe that the unique and individual service guests experience at their establishment is the primary reason why guests return. For example, at Harrah's employees are upbeat and positive in an effort to keep customers returning; at the Venetian the core value instilled in each and every employee is to provide un-matched guest services; and for Station Casinos, its customer retention strategy is for employees to provide services beyond guests’ expectations.
Casinos; Casinos – Employees; Customer loyalty; Customer service; Gamblers; Gambling industry; Nevada – Las Vegas; Tourism
Gaming and Casino Operations Management | Hospitality Administration and Management | Recreation Business | Tourism and Travel
University of Nevada, Las Vegas
Lee, David, "Applying the service profit chain to the gaming industry, emphasizing on table games dealers, in Las Vegas" (2009). UNLV Theses, Dissertations, Professional Papers, and Capstones. 544.
IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/
Gaming and Casino Operations Management Commons, Recreation Business Commons, Tourism and Travel Commons