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This study aims to draw upon boundary the crossing theory to examine the transition of casino hotel guests’ revisit intentions from casino social media sites to casino properties, with the influence of the motivation–opportunity–ability model.

Under a quantitative approach, 20 casinos that operated official social media sites were selected, with a quota sampling method designed to assign 20 respondents for each casino. A structural model was used to explore the hypothesized relationships.

The results illustrate that ability and opportunity are crucial in enhancing social media revisit intention. They also reveal that casino and destination revisit intention can be boosted with increased social media revisit intention.

This study provides a fresh look into the relation across the boundary between the virtual and physical environment and illustrates a means by which casinos can be camouflaged as leisure and entertainment venues to strengthen their competitiveness in attracting tourists through social media.

This study offers new evidence for the linkage between online and offline behaviors with respect to how social media could transit into tangible travel propensity.

本研究利用跨界理论来检验赌场酒店客人的重游意图从赌场社交媒体网站到赌场属性的转变, 并受到动机-机会-能力模型的影响。

在定量方法下, 选择了 20 家运营官方社交媒体网站的赌场, 采用配额抽样方法, 为每个赌场分配 20 名受访者。使用结构模型来探索假设的关系。

结果表明, 能力和机会对于增强社交媒体重访意图至关重要。他们还揭示了赌场和目的地的重访意图可以随着社交媒体重访意图的增加而提高。

这项研究对虚拟和物理环境之间的边界关系提供了全新的视角, 并说明了一种可以将赌场伪装成休闲和娱乐场所的方法, 以增强其通过社交媒体吸引游客的竞争力。

这项研究为在线和离线行为之间的联系提供了新的证据, 即社交媒体如何转变为有形的旅行倾向。

The purpose of this paper is to introduce a new customer segmentation model for the social casino industry. The key contribution of this model is the introduction of original psychographic/taste data, including a player emotions scale.

The data for this research are based on player feedback from 22 countries, with evaluations of the top 100 social casino titles (apps). The new segmentation model splits the industry into distinct customer groups based on spending patterns, behavioral dimensions and attitudinal dimensions.

The results provide insight into game mechanics, social dynamics, player emotions, spend, price sensitivity, loyalty and other elements that impact monetization. Critical behaviors and preferences of social casino players that will help companies better understand and connect with their target customers are described.

This is the first study to develop a rigorous segmentation model of social casino games based on behavioral and psychographic data.

The purpose of this paper is to overview empirical research on gambling impacts, theories employed to these gambling impact studies and methodology of gambling impacts.

An extensive review of literature on several gaming and tourism journals is presented.

The paper summarizes theories associated with gaming research, gaming impact variables and methodological perspectives in gaming research.

The overview of residents' perception provides policy makers to take appropriate actions, minimizing negative impact and maximizing positive impact of gaming industry.

The paper is the most comprehensive review of both theories and methodologies of journal articles dealing with residents' perception toward gambling development from early 1980s through 2009.

The purpose of this paper is to utilize the theory of global city, as advanced by Saskia Sassen and other scholars, to explore the relationships between global capital and social polarization in the newly‐established Macao Special Administrative Region (MSAR).

This paper will give a picture of economic growth and its impacts to budgetary surplus, as well as the labour market in MSAR, by extracting statistical data from the Macao’s Yearbook of Statistics 2010 published by the government.

This paper demonstrates the powerful explanation of the global city theory in examining: the causes and consequences of the global casino capital in remodelling the MSAR’s economy and society; and the positive response of the MSAR government in dealing with the emerging problems under the patronage of the Central Government in Beijing.

To extend the application of the Global City Theory to the MSAR, that was created upon retrocession of sovereignty to The People’s Republic of China in 1999, the MSAR government has adopted the liberalization policy of gaming and thus allowed global casino capital to channel into the city‐state since 2002.

The paper will help readers to understand the social conflicts and governance problems in the MSAR, as caused by the global casino capital.

The success of corporate community involvement depends on employees' perception of and intention to participate in the associated activities. This paper explores personal and perceived organizational factors that influence casino employees' intention to participate in community involvement activities using the extended value-attitude-intention model.

Based on a literature review on corporate community involvement in the hospitality industry and the value-attitude-intention hierarchy, a theoretical model that links perceived societal value to employees' behavioral intention was established. The model was tested using responses from 322 Macao's casino employees.

Results of structural equation modeling showed that perceived societal value of corporate community involvement and perceived societal pressure significantly influenced employees' attitude toward community involvement while perceived societal pressure also significantly influenced perceived facilitating conditions. Additionally, employees' attitude toward corporate community involvement and perceived facilitating conditions affected their intention to participate in corporate community involvement activities.

Casinos use corporate community involvement as a way of counteracting the negative impacts of commercial gaming and supporting local communities. Hence, it is vital to understand the mechanism of engaging casino employees in corporate community involvement activities.

The purpose of this paper is to examine the barriers identified by people with disabilities in visiting casinos.

Face-to-face interviews were conducted with 12 people with disabilities recruited from the investigator's clinical and community networks and personal referrals, and 18 casino supervisors and dealers who attended a casino diploma course offered by a university. The data were subjected to thematic content analysis.

The results indicated that customers with disabilities faced physical, human and financial barriers during their visit to casinos. The six barriers that were commonly identified by all participants included: the physical barriers in game playing; insufficient facilities and accessibility; insufficient space; entrance blockage; poor staff service; and insufficient information and communication. There were two other barriers reported only by the participants with disabilities – social exclusion and financial barriers. Differences in comparison to the barriers that this market segment had encountered in other tourism contexts are also discussed.

The sample is limited to Macao participants and the sample size is small.

This study offers recommendations for casino operators and government authorities with regard to specific physical, financial and interpersonal means to alleviate apparent difficulties faced by people with disabilities when visiting a casino.

This study fills the research void in the literature regarding the barriers encountered by people with disabilities in visiting a casino. It also broadcasts the genuine voice of this market segment.

This study aims to evaluate casino-hotel visitors’ tourism experiences which consist of multiple dimensions, and test their joint effects on visitors’ positive emotions and satisfaction. The findings are expected to reveal how multi-dimensional tourism experiences could shape visitors’ positive emotions, and empirically support positive emotions as the mediator between tourism experiences and satisfaction in the context of casino hotels.

A quantitative survey was conducted for this study. In all, 500 valid questionnaires were collected at four major casino hotels in Macao. Respondents were Chinese tourists who visited casino hotels in June. A structural model was developed and tested to understand the relationships between multi-dimensional tourism experiences, positive emotions and satisfaction.

Positive emotions were identified as “light pleasure” and “intense fun” emotions based on the context-specific measurement of casino hotels. The “light pleasure” emotions were found to be more effective in influencing respondents’ satisfaction than “intense fun” emotions. Different dimensions of tourism experiences were found to have different levels of impact on respondents’ positive emotions. The findings revealed how multi-dimensional tourism experiences influenced respondents’ positive emotions which in turn determined their satisfaction.

The findings advanced the understanding of the relationships between tourism experiences, positive emotions and satisfaction in the context of casino hotels. The two types of positive emotions identified in the study add values to the literature of casino-hotel visitors and emotional experiences. This study suggests a further investigation into the scope and measurement of each dimension of tourism experiences in different tourism settings in future research. The findings provided some practical suggestions for the management of positive emotions and tourism experiences in casino hotels.

The purpose of this paper is to review the contribution made by this theme issue to the question: can casino gaming be used to maximize the benefits for tourism destinations?

This paper reviews some of the key contributions arising from this theme issue.

If properly structured gaming can provide benefits for tourism destinations.

There are many stakeholders involved in the provision of alcoholic beverages and suppliers, vendors, licensees, regulators, and other agencies will need to work closely together in order to limit what is viewed by many as an escalating problem.

The paper provides insight into the gaming industry with a focus on minimizing the social costs and maximizing the economic benefits of gaming.

The purpose of this paper is to examine how responsible gambling policies are communicated and presented as a legitimation strategy to different stakeholders.

This study is based primarily on 49 semi-structured interviews with internal and external stakeholders of Macao’s gambling industry in 2011. This study draws on Reast et al.’s (2012) legitimacy-seeking strategy framework.

The findings indicate that these organisations use construing and earning legitimacy strategies to ensure passive support and acquiescence from certain stakeholder groups, and they deploy bargaining and capturing legitimacy strategies to generate active support for this morally contested industry. As a means of attaining long-standing legitimacy in the industry, gambling operators engage symbolically rather than substantively in responsible gambling to minimise the legitimacy gap.

The findings of the study pertain to a unique setting and might not be suitable for generalisation.

In the absence of stringent legal mechanisms and strong external stakeholder pressure, the 12th Five-Year Plan of the People’s Republic of China aims to transform Macao into a “World Centre of Tourism and Leisure”, and gambling companies may soon face much stronger pressures from the Chinese Government and the Macao Government.

Voluntary responsible gambling initiatives are liable to be used only in symbolic fashion, without offering genuine engagement or full commitment to the most vulnerable stakeholder group.

This study contributes to the literature on social and accounting literature by providing an in-depth case study of how organisations in the gambling industry use different communication strategies to shape and respond to controversial issues.

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.