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The purpose of this paper is to contribute to our understanding of the underlying rationale for why companies participate in mega‐events in general, and in mega‐events in emerging economies – such as the 2010 Shanghai Expo – in particular. Of particular interest are the ways that companies use an event to advance their own purposes, and how experiences are created that use aspects of an event setting such as Expo 2010.

The study is based on a participatory, ethnographic and longitudinal field study focusing on the VIP section of the Swedish Pavilion at the Shanghai World Expo, using additional data from other national pavilions and respondents with insight into Expo 2010 and its organization.

The study indicates that even though companies operationally used the World Expo and the VIP section in many different ways, an underlying element appears to be to use the event for the “practice of communification”.

The study provides practitioners with a conceptual framework and tools to manage the co‐creation process of experiences at events. This is done by supplying an empirical example from World Expo 2010 and the VIP area of the Swedish pavilion. This is a needed addition to the current knowledge on how customers engage in co‐creation of experiences and how companies manage the co‐creation process.

The “communification” concept is used to denote the simultaneous building of community while communicating business‐related issues to strengthen and build relationships with customers over time, with exclusivity and co‐creation of experiences as important components.

Millions of visually impaired people (VIP) in the world still face difficulties browsing the Web and accessing information. This paper aims to present a proxy service that takes advantage of the concept of context-aware to help contextualizing web pages for visually impaired users.

The VIP-aware proxy combines five components to utilize the user preferences, adapts the requested web page and reorganizes its content to best match the preferences set by the user. This new scenario will assist VIP in browsing the Web more effectively.

A preliminary evaluation of the system resulted in general user satisfaction.

The VIP-aware proxy will provide users with a clean, accessible web page, save them time when screen readers examine content related to their preferences and save them money when unnecessary content is not downloaded.

The VIP-aware proxy presented in this paper is the first of its kind targeting VIP.

The viewpoints from industry briefly review the success in last decade, analyze what challenges and difficulties came across currently and forecast opportunities/development in next decade of Macau gambling industry. The paper aims to discuss these issues.

Practitioners from banking and gambling industries offered their cutting-edged analysis and viewpoints with scholars’ observation.

Macroeconomic and political factors in China are the principal direct cause of Macau’s gambling revenue decline in 2014, implicating the vulnerability and unsustainability associated with the VIP business model of gambling industry. Although Macau continues to face challenges since late 2014, the prospect of Macau gambling industry is still optimistic in the long term, as there are emerging positive catalysts which will boost demand. From casino operators’ perspective, they should continue to try to increase revenue from mass market and non-gambling business by relocating the resource and adding more non-gambling amenities.

This paper provides a fresh perspective, and a new line of thinking with regard to how gambling industry in Macau will develop in next decade since 2015. It therefore potentially directs a new path of research in the area.

The paper aims to help enterprises gain valuable knowledge about big data implementation in practice and improve their information management ability, as they accumulate experience, to reuse or adapt the proposed method to achieve a sustainable competitive advantage.

Guided by the theory of technological frames of reference (TFR) and transaction cost theory (TCT), this paper describes a real-world case study in the banking industry to explain how to help enterprises leverage big data analytics for changes. Through close integration with bank's daily operations and strategic planning, the case study shows how the analytics team frame the challenge and analyze the data with two analytic models – customer segmentation (unsupervised) and product affinity prediction (supervised), to initiate the adoption of big data analytics in precise marketing.

The study reported relevant findings from a longitudinal data analysis and identified some key success factors. First, non-technical factors, for example intuitive analytics results, appropriate evaluation baseline, multiple-wave implementation and selection of marketing channels critically influence big data implementation progress in organizations. Second, a successful campaign also relies on technical factors. For example, the clustering analytics could promote customers' response rates, and the product affinity prediction model could boost efficient transaction and lower time costs.

For theoretical contribution, this paper verified that the outstanding characteristics of online mutual fund platforms brought up by Nagle, Seamans and Tadelis (2010) could not guarantee organizations' competitive advantages from the aspect of TCT.

This study aims to examine the role of Australian casinos in facilitating money laundering and Chinese capital flight.

The reports and transcripts of evidence from government inquiries into money laundering in Australian casinos are integrated with analyses of Asian transnational crime.

Money laundering in Australian casinos is linked to transnational crime and Chinese capital flight. A central finding is that junket operators play a key role in facilitating money laundering. The casinos are particularly exposed to criminal influences in the Chinese very important person gambling market, since they have used junket operators and underground banks, many of whom are closely linked to major Chinese criminal groups from Hong Kong and Macau.

Very little information is available on money laundering in Australian casinos and this research has relied on the government inquiries that have been conducted over the past two years on the subject.

The author’s focus on money laundering in Australian casinos in the context of Asia-Pacific transnational crime is important for Federal and state government regulators grappling with the rapidly changing money laundering issues. The government inquiries recognised that the money laundering was related to transnational crime, but did not have the time and resources to explore the topic. The paper provides state government casino regulators and financial crime regulators with a broader international perspective to anticipate future money laundering and crime pressures facing Australia’s casinos.

Money laundering in Australian casinos has had devastating social implications on the community. My research helps to focus attention on the problems of transnational crime and money laundering.

Little research has examined the linkages between casinos and transnational crime. This study has found that Australian casinos were used to launder the proceeds of illegal drug trafficking and to facilitate Chinese capital flight. While casinos have been forced by damming government inquiries to tighten anti-money laundering controls, it is likely that there will be pressure to relax these controls in the future because of competitive pressure from other casinos in the Asia-Pacific region.

Understand the external environment and trends impacting customer preferences. Understanding the elements of customer segmentation and positioning for products such as backpacks and travel luggage. Understand the levers for turnaround management. Qualitative evaluation of an opportunity for investment – greenfield versus brownfield. Developing a marketing plan for growth.

Indian Luggage market has an oligopoly structure with three major brands – very important person (VIP) Industries, Samsonite and Safari Industries Ltd. (SIL), holding around 90% share of the organized market. The market had evolved slowly, with the players offering limited assortment and having limited manufacturing capacities in India. SIL, having been in business for nearly 25 years, had been registering a flat top line. In 2011, the top management shuffle at VIP Industries witnessed the exit of the then MD, Mr Sudhir Jatia. Mr Jatia decided to acquire the majority stake of 56.55% for Rs 29 crores for the struggling SIL. What followed in the subsequent years was the resurgence of SIL to a noteworthy position in the industry. From a merely 2% market share in 2011, SIL went on to hold nearly 16% market share in 2019. This growth in market share, along with CAGR of almost 15% for the luggage market overall, has boosted the revenue of SIL by nearly 10-folds from INR 620m in 2011 to INR 5.73bn in the year 2018. Several reasons had been identified behind the growth of this company, such as – Mr Jatia’s leadership style, focus on profitable stock keeping units, acquisition of other brands, operational efficiency and financial infusion. However, the larger question was that – Will SIL, which had been following a challenger strategy to date, be able to overcome the leaders in the industry? What strategies should it pursue now? And what obstacles can it expect on this anticipated journey of growth?

Undergraduate and post-graduate.

Teaching Notes are available for educators only.

CSS 11: Strategy.

The purpose of this paper is to discuss the evolution of Macao's gaming credit practices with reference to its promulgation of the gaming credit law after its gaming liberalization.

A qualitative approach based on in-depth interviews with casino executives, government officials and gamblers to probe their perspectives on Macao's gaming credit practices was adopted due to its underresearched nature. Documentary analysis of annual reports and court files was also used.

Despite the potential of increased revenue with more credit, the credit risk for gaming concessionaires remained under control, while VIP-rooms and junket operators have adopted more prudent policy and faced substantial challenge in credit collection. All these would lead to greater alignment with law-based credit practices.

Since gaming credit information was considered confidential, the author experienced difficulty in arranging the interviews, and the nonprobability sampling characterized by the selection bias might affect the findings.

The findings have demonstrated some major credit practices such as credit charges on credit balances and terms and conditions for repayment for different credit providers in Macao.

The different credit practices by credit providers at different levels of gaming credit have been presented in the same paper.

The purpose of this paper is to develop a novel model of a call center that must treat calls with distinctly different service depending on whether they orginate from VIP or regular customers. VIP calls must be responded to immediately but regular calls can be routed to a retrial queue if the operators are busy.

This study’s proposed model can easily reveal the optimal arrangement of operators while minimizing computational time and without losing any precision of the performance measure when dealing with a call center with more operators.

Based on the results of the comparison between the exact method and the proposed approximation method, the approach shows that the larger the number of operators or inbound calls, the smaller the error between the two methods.

This investigation presents a computational method and management cost function intended to identify the optimal number of operators for a call center. Because of computational limitations, many operators could not be easily analyzed using the exact method. For the manager of a call center, the sooner the optimal solution is found, the faster business strategies are deployed. This study develops an approximation method and compares it with the exact method.