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首页> 外文期刊>Journal of Business Research >Who stays, who walks, and why in high-intensity service contexts
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Who stays, who walks, and why in high-intensity service contexts

机译：在高强度服务环境中谁住，谁走以及为什么

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摘要

The current investigation explores relationships among customer service-quality evaluations, propensity-to-switch, and player retention in a highly-intense service delivery environment (casinos). The study also examines the proposal that player loyalty intervenes between casino service-quality perceptions and player retention. Overall customer service-quality perception is operationalized as a multi-dimensional construct, consisting of service environment, empathy, reliability, assurance, responsiveness, game service, and food service. Path analyses show that casino service environment is the only factor that impacts player propensity-to-switch, whereas food service and empathy affect player retention. After separating the sample into three groups based on respondents' average betting, namely low-end, medium and high-end players, the influence of casino service factors on player propensity-to-switch and retention varies substantially among the groups. Results for testing the mediation model demonstrate that customer loyalty affects player retention and that casino service evaluations influence customer loyalty directly. A few measured factors such as age, education, occupation, and income influence player propensity-to-switch and retention. These findings have strategic implications for casino marketers.
机译：当前的调查探索了客户服务质量评估，转换倾向和参与者在高强度服务交付环境（赌场）中的保留之间的关系。该研究还研究了玩家忠诚度在赌场服务质量观念和玩家保留之间进行干预的建议。总体的客户服务质量感知是作为多维构建的，包括服务环境，同理心，可靠性，保证，响应能力，游戏服务和食品服务。路径分析表明，赌场服务环境是影响玩家转换倾向的唯一因素，而餐饮服务和同理心会影响玩家的保留。在根据受访者的平均投注将样本分为三组（即低端，中端和高端玩家）后，赌场服务因素对玩家转换倾向和保留率的影响在各组中有很大差异。测试调解模型的结果表明，客户忠诚度会影响玩家保留率，而赌场服务评估会直接影响客户忠诚度。年龄，文化程度，职业和收入等一些可衡量的因素会影响玩家转换和保留的倾向。这些发现对赌场营销商具有战略意义。

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