Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay

被引：123
作者：
Lam, Long W. [1 ]
Chan, Ka Wai [1 ]
Fong, Davis [1 ]
Lo, Freda [1 ]
机构：
[1] Univ Macau, Dept Management & Mkt, Taipa, Peoples R China
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2011年 / 30卷 / 03期
关键词：
Servicescape; Casinos; Macau; Gaming; CONSUMER SATISFACTION; SATISFIED CUSTOMERS; BACKGROUND MUSIC; ENVIRONMENTS; BEHAVIOR; PERCEPTIONS; EXPERIENCE; EMPLOYEES; QUALITY; CONTEXT;
D O I：
10.1016/j.ijhm.2010.10.003
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Despite huge investment made by casinos on their physical structures, little has been know if physical environment actually affects psychological responses of gaming customers. This paper explores how dimensions of servicescape influence customer satisfaction and behavioral intentions in the casino environment. Using Bitner's model of physical surroundings, we hypothesized how ambience, navigation, seating comfort, interior decor, and cleanliness affected cognitive and affective satisfaction of gaming customers. We further proposed that gaming customer satisfaction would affect their desire to stay and intention to revisit. Data from 513 gaming customers of Macau offered support to most of our hypotheses. Implications for research and managerial practices were also discussed. (C) 2010 Elsevier Ltd. All rights reserved.
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收藏
页码：558 / 567
页数：10
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