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This paper aims to investigate the corporate-level determinants (i.e. management commitment) of work ability. It also examined whether mid-level contextual variables intensify the relationship between management commitment and the work ability of senior casino dealers.

A three-level hierarchical analysis of data from 432 casino dealers from 16 casinos was performed to determine the proportion of variance in the dependent variable when the explanatory variables were at varying hierarchical levels.

The findings suggest that management commitment has a positive and significant impact on frontline dealers’ work ability. Furthermore, supervisor support and group trust have moderating effects on the relationship between management commitment and dealers’ work ability.

The current study provides important information on how to increase the ability of aging dealer to remain active and learn new skills.

Work ability has received substantial attention from recent studies of human resources because of its close relationship to employee job skills and competencies. However, to the best of the authors’ knowledge, no conceptual model explains the role of work ability role in promoting and updating human resources management practices and policies.

This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci presented in this paper rest on the service profit chain (SPC) model. The review involves studies relating to the constructs of the chain model and comprises sections that are categorized based on the internal link between management and employees, interaction between casino service employees and customers and profitability link.

The approach used in the current study involves a systematic review of the relevant academic literature with a focus on SPC studies in the casino industry, along with critical evaluation and analysis to identify research gaps. Google Scholar, EBSCOHost, Science Direct, Emerald and other academic databases were used to search relevant studies relating to casino and gambling research streams.

The review identifies several research gaps on the basis of the SPC link. Specifically, internal service quality needs more attention from both the practice and research points of view. Casino employee research should be extended to include personal traits and characteristics that may contribute to employee performance and loyalty. In the interaction between casino service providers and gamblers, more studies should be undertaken on the efficiency and effectiveness of marketing initiatives and promotions. Externally, the paper points out that more appropriate measurement of customer loyalty and casino profitability should be explored.

This review provides references to focusing on key competitive advantages and presents guidelines on improving business growth and profitability for casino managers. The paper also identifies research areas that future studies should attend to.

The paper is the first thorough literature review of gaming research on marketing and management with a focus on the SPC model. This review represents a new era of gaming research, extending the problem gambling research focus into a broader scope embracing other disciplines.

Employees play a significant role in implementing corporate social responsibility (CSR) practices. This paper aims to examine the perceived importance of CSR practices and identifies improvement areas of CSR practices using the importance-performance analysis from Macao’s casino employees’ perspective.

Based on a literature review of CSR in the hospitality industry and ISO 26000, a comprehensive set of CSR practices including responsible gaming practices was identified. Data were collected from 298 casino employees. Importance-performance analysis as well as exploratory and confirmatory factor analysis were used to identify important CSR practices and the factor structure of CSR in Macao’s gaming industry.

Employees rated “providing good wages and health insurance” as the most important practice, followed by “creating a health and safe working environment” and “be fair and honest with employees.” The importance-performance analysis shows that employees perceived their firms performing well in “providing good wages and health insurance,” “protecting consumer data and consumer privacy” and “providing good consumer service and support.” The results of confirmatory factor analysis indicate that CSR in Macao’s gaming industry encompasses seven factors, namely, “Labor Practices,” “The Environment,” “Fair Operating Practices,” “Consumer Issues,” “Human Rights,” “Community Involvement” and “Responsible Gaming”.

Casino employees shape customer experience, recognizing and understanding how employees view CSR practices can help casino operators refine their CSR initiatives.

The purpose of this study is to summarize the factors that result in V-shape rebound of Macau gambling industry's from 2014 to 2019. Both internal and external factors are examined and discussed by representatives from academia, industry and government.

Practitioners from the gambling industry offered their cutting-edged analysis and viewpoints with observation and comments from scholars and government representatives in gambling domain.

Internally, actions are taken by both the Macau government and Macau casino operators to rebrand Macau with nongambling elements and to adjust the strategies to attract more tourists from a wider range. Externally, global economic upturn and support from the China government also enhance Macau's quick rebound. A total of nine key factors are finally recognized.

This study provides answers and sense-making explanations to why Macau gambling industry can recover in such a short time after a big drop in Gross Gambling Revenue in 2014. This work reveals that Macau, by learning the lessons from the dramatic decline, conducts various self-rescue action plans which contribute to the quick V-shape rebound. This study is also a self-examination of Macau gambling industry from the firsthand perspectives of scholars, government representatives and casino management.

The study aims to integrate the insights gained from the gambling industry into a value creation conceptual framework for analyzing the influence of digital technology application. Both primary and secondary data from industry practitioners are examined and discussed.

In-depth interviews covering top management from six major casinos in Macau were conducted with industry experts, who provided the pioneering feedback on digitalization technology implemented with examples from major casino cities, including Macau, Las Vegas, Monte Carlo, Singapore, Seoul and some others.

The study provides an overview of the current status of the application of digital technology in the gambling industry and the level of the feasibility, practicability and profitability of this development on the casino floor. Digital technologies are found to augment the gambling industry in aspects of the product, service and operational structure. Research also discovers that benefits and values gained by the casino can be categorized in three dimensions: (1) value perceived by the customer, (2) value obtained from the customer and (3) value gained by the firm.

The research serves as a reference for Macau policymakers regarding regulations on emerging digital technologies in the gambling industry, as well as for casino management seeking to understand new potential business opportunities and future developments in digitalization.

From 1995 to 2011, tribal gaming has grown from $5.5B to $27.2B in revenues (NIGC website, 2012). When so much money is changing hands, a lack of adequate policies heightens the possibility of financial mismanagement. In fact, gaming violations have grown during this time period. This paper explores the relationship between financial management policies and regulatory violations among American Indian Tribal gaming activities. Through empirical testing, we conclude that deductive models of proactive and reactive policies do not accurately predict the incidence of gaming violations and these policies are ineffective. The results raise normative questions about regulatory policy parity. These findings and related implications for future financial management regulations, policies and practices are tremendous, given the amount of money involved.

This paper aims to establish a service efficiency-oriented framework for training design and evaluation as a pivotal service procedure in the workplace to fill the gap between training and organizational performance in a service context.

A semi-structured interview was first employed to confirm the primary indicator for training programs and criteria design as the pivotal factor for operational efficiency. An observation experiment was subsequently conducted to reveal that the training program can be redesigned according to the concrete operation effects and influencing factors for operational efficiency in the workplace.

The proposed service efficiency-oriented training model is suggested to underline and guide the activities for training requirements, training methods, training criteria and training evaluation for the service sector. Training auditing, analyzing and redesigning based on service efficiency could help to integrate service efficiency so that service organizations can readjust their specific training needs and concise the training program in the human resource management practice.

This study only conducted an on-site observational experiment on one of the casinos in Macau. An observational method assessed the conceptual model in the context of table game operations. More quantitative approaches like AI-assisted systems may be employed in the future. The representativeness of the sample is somewhat limited. In addition, the service efficiency-oriented training concept model is an open system that any organization could extend by incorporating more elements in each part that can be developed to meet their human resource management needs. Finally, other service-oriented organizations like airlines and banks can learn from the theoretical model proposed in this article. It is suggested that non-profit organizations would be a better research area.

The finding can provide organizations and practitioners with insights and tools on how to provide and evaluate service efficiency and assess employee performance.

The proposed service efficiency-oriented training model provides a theoretical foundation for training and organizational performance for service organizations.

This study is the first to develop a service efficiency-oriented training framework with training needs, methods, criteria and evaluation. A service industry sample was used to verify the framework in the context of casino game pace and dealer training for table games. Suggestions for a combination of management are provided for casino operators to redesign and evaluate the dealer training program for service improvement.

The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter, “gambling decision”) may unfold. Consequently, several questions germane to the inter-relationships among event tourists’ characteristics, casinos attributes, and gambling behaviors remain largely unaddressed. This paper aims to address the void in the literature by investigating event participants’ gambling decision.

Data were collected based on two samples, and a multilevel design was used to test the proposed model. Demographic and event-related participant characteristics were examined as antecedents of gambling decision at the individual level. Event goers’ accommodation characteristics such as brand equity and type of hotel were explored as cross-level effects on the individual-level factors and relationships.

Results of the study illustrate a joint influence – in terms of both direct and moderating effects – of individual-level and organizational-level characteristics on gambling decision. In particular, brand equity moderates the relationships leading from demographic and event-related characteristics to gambling decision.

The inter-relationships among events, accommodations and casinos present an opportunity for hospitality practitioners to better integrate these three services in a more coherent experiential offering for the ever-demanding MICE attendees. Findings also help practitioners to justify their targeting strategy.

The proposed framework presents the dynamic nature of the hospitality industry in which the event, hotel and casino sectors are interdependent, a picture hitherto prevented by the single-level oriented nature of gambling and hospitality research which largely focuses on the individual perspective. Given the dynamic nature of the hospitality industry, the findings elucidate a complex interdependency of customer needs.

This paper aims to, considering the potential to generate additional revenue from cross-gamers, identify variables predicting predominant slot-players’ propensity to play table games, as well as predominant table-game players’ propensity to play slots (cross-game play). Casino marketers often promote cross-game play through game lessons and coupons for game trial.

Logistic regression analysis was performed on the player data provided by a destination hotel casino on the Las Vegas Strip. Furthermore, the authors described how to estimate propensity scores, the probability of cross-game play, at the individual level, using a logistic regression equation.

Comparisons of cross-gamers versus non cross-gamers indicated that the amount of play and gaming values of cross-gamers were much higher than those of slot-only players. The results of a logistic regression analysis show that a player’s cross-gaming propensity can be predicted using gaming-related behavioral data. More specifically, cross-gaming propensities were associated with the frequency and recency of casino trips, the amount of money won or lost in gaming, player values to the casino, the duration of play and the length of a customer–casino relationship.

It is recommended that future research apply the model tested herein to other samples and investigate other predictor variables to develop a better predictive model for cross-game play.

The findings and the model introduced herein could help casino marketers identify players with cross-gaming propensity and develop more targeted strategies for customer-relationship management and database marketing.

This study is the first attempt to estimate the cross-gaming propensity at the individual level and offers detailed guidance on how to use the propensity scores for targeting specific customers.

The purpose of this paper is to use the Macau gaming industry as a case study to discuss the multifaceted relationships involving experiential quality, experiential relationship quality and future experiential intentions.

In this study, 566 usable responses were collected from casino gamblers who had gaming experience in one casino of Macau.

According to the study results, the dimensions of experiential quality (hedonics, involvement, surprise, fun, gambler contact and physical environment) had a positive effect on experiential satisfaction, which in turn led to experiential trust. Both experiential trust and experiential satisfaction positively influenced experiential commitment. Moreover, experiential trust, experiential satisfaction and experiential commitment positively affected future experiential intentions.

The main contribution of this research is that it has added to the body of knowledge about the interplay between the dimensions of experiential quality, the dimension of experiential relationship quality and future experiential intentions, which can be fruitful for the gaming industry.

−本文以澳门博彩业为例, 探讨了体验质量、体验关系质量与未来体验意向间的多层面关系。

−在此项研究中, 我们收集了566名在澳门一家赌场已有赌博经历的顾客。

−研究结果表明, 体验质量的维度(享乐、参与、惊喜、乐趣、赌徒接触和实体环境) 对体验满意度有正向影响, 进而导致体验信任。体验信任和体验满意度对体验承诺有正向影响。体验信任、体验满意度和体验承诺对未来体验意向均有正向影响。

−本研究的主要贡献在于, 它增加了体验质量维度、体验关系质量维度与未来体验意向之间相互作用的知识, 这对博彩是富有成效的。

− En este estudio, se obtuvieron 566 respuestas válidas de jugadores de casino que habían tenido experiencia en juegos en un casino de Macao.

− Este documento presenta a través de un estudio de caso la industria de los juegos de Macao con el objetivo de discutir las relaciones multifacéticas que involucran calidad experiencial, calidad de relación experiencial y futuras intenciones experienciales.

− Según los resultados del estudio, las dimensiones de la calidad de la experiencia (hedónica, participación, sorpresa, diversión, contacto con el jugador y entorno físico) tuvieron un efecto positivo en la satisfacción de la experiencia, lo que a su vez condujo a la confianza en la experiencia. Tanto la confianza experiencial como la satisfacción experiencial influyeron positivamente en el compromiso experiencial. Además, la confianza experiencial, la satisfacción experiencial y el compromiso experiencial afectaron positivamente a las futuras intenciones experienciales.

− La principal contribución de esta investigación es que se ha agregado al cuerpo de conocimiento sobre la interacción entre las dimensiones de la calidad experiencial, la dimensión de la calidad de la relación experiencial y las intenciones experimentales futuras, que pueden ser fructíferas para la industria del juego.