Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm

Abarbanel, Brett; Cain, Lisa; Philander, Kahlil S.

doi:10.17811/ebl.7.4.2018.144-155

Cited by 6 publications

(6 citation statements)

References 25 publications

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“…In a study of 596 casino customers in South Korea, Kim et al (2017) found that philanthropic CSR had a significant and direct effect on behavioural intentions. In a survey of Canadian casino customers, Abarbanel et al (2018) also found that corporate social responsibility, and in particular, a commitment to responsible gambling programs, were closely related to customer satisfaction with gambling operators.…”

Section: Discussionmentioning

confidence: 98%

“…Kim et al (2017) found that CSR in gambling operators is associated with an increased intention to visit venues by players. In a survey with customers of a Canadian provincial government-owned gambling operator, Abarbanel et al (2018) found that perceived adequacy of responsible gambling programs and perceived gaming operator motives are predictive of customer satisfaction.…”

Section: Gambling Operators and Corporate Social Responsibilitymentioning

confidence: 99%

See 1 more Smart Citation

An Empirical Study of the Effect of Voluntary Limit-Setting on Gamblers’ Loyalty Using Behavioural Tracking Data

Auer¹,

Hopfgartner²,

Griffiths

2019

Int J Ment Health Addiction

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Online gambling has become increasingly popular over the past decade as has research using behavioural tracking (player account) data. To date, there is no study that has empirically investigated the effects of responsible gambling tools on loyalty. In the present study, the effect of voluntary limit-setting on player loyalty was evaluated over time using tracking data provided by an online gambling operator. More specifically, the authors were given access to an anonymised dataset of 175,818 players who had placed at least one bet or gambled at least once during January 2016 to May 2017 at the online gambling operator Kindred. The average age of the players was 31 years, and overall 18,484 of the players were female (10.5%). The dataset comprised a 20% random sample of the total player population of Kindred. In each of ten playing intensity groups, the percentage of active players in the first quarter of 2017 was higher in the group of players who had set voluntary money limits in the first quarter of 2016 compared to players that did not (suggesting players that set voluntary spending limits are more loyal compared to those who do not). The implications of these findings are discussed.

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Section: Discussionmentioning

confidence: 98%

Section: Gambling Operators and Corporate Social Responsibilitymentioning

confidence: 99%

An Empirical Study of the Effect of Voluntary Limit-Setting on Gamblers’ Loyalty Using Behavioural Tracking Data

Auer¹,

Hopfgartner²,

Griffiths

2019

Int J Ment Health Addiction

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“…Consumers become engaging with the brand when their self-identity overlaps with brand identity (Abarbanel et al, 2018;Harrigan et al, 2018) and SC emphasizes on how other people's views react on the consumer's behavior and their selecting of the brand to show their identity (Auty and Elliot, 1998), which increases the addictive behavior with the brand. SC emphasizes on how other people's views react on the consumer's behavior and their selecting of the brand to show their identity (Auty and Elliot, 1998).…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Social comparison effects on brand addiction: A mediating role of materialism

2020

Heliyon

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This research explores the role of materialism, and social comparison to brand addiction in relation to compulsive buying. A structural equation modeling was used to analyze data through partial least squares by collecting online data in Vietnam. The research findings explain social comparison is an antecedent leading to addictive behavior. Materialism mediates and increases the addictive behavior when consumers are significantly impacted by social comparison. In addition, brand addiction leads to word-of-mouth and willingness to pay premium price when consumers are set under social comparison and materialistic tendency. The managerial and theoretical application is also provided in this research.

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“…In particular, while understanding how different social settings influence the gambling behavior may contribute to the development of better tools helping gamblers to understand their own behavior, it can also be (mis)used to make venues more addictive. However, both qualitative and quantitative research suggests that corporate social responsibility, in particular a commitment to responsible gambling programs is closely related to customer satisfaction (Kim et al 2017;Abarbanel, Cain, and Philander 2018;Auer, Reiestad, and Griffiths 2020) and that the usage of such tools increases players' loyalty to the gambling operator (Auer, Hopfgartner, and Griffiths 2019b). For that reason, it may be not only more ethical, but also more sustainable to use the findings from our paper responsibly.…”

Section: Ethical Implicationsmentioning

confidence: 86%

Social Facilitation Among Gamblers: A Large-Scale Study Using Account-Based Data

Hopfgartner

Santos

Auer³

et al. 2021

ICWSM

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Previous research suggests that the presence of other gamblers in a gambling venue intensifies individual gambling behavior. To study such potential social facilitation among gamblers, we conduct a large-scale analysis of more than one million gambling sessions using player tracking data of the Norwegian gambling operator Norsk Tipping. In particular, we empirically assess the existence and strength of this facilitation, and how it manifests in differently utilized gambling venues. In our study, we control for (i) each individual's co-gamblers (frequent vs. occasional co-gamblers) and for (ii) the magnitude of individual's social participation (social seeking vs. social avoiding gamblers). We find that gamblers stake more money and play longer sessions the more crowded the venues get and that social avoiding gamblers gamble more when they play with their most-frequent co-gambler. Interestingly, our results strongly indicate that social avoiding gamblers are more susceptible to social facilitation than gamblers who are familiar with crowded gambling venues. Overall, our research is the first large-scale study of social facilitation among gamblers introducing a novel framework to empirically measure this effect. We believe that our work will have important practical implications for both gambling behavior researchers as well as the gambling industry in designing and evaluating responsible gambling tools.

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Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm

Cited by 6 publications

References 25 publications

An Empirical Study of the Effect of Voluntary Limit-Setting on Gamblers’ Loyalty Using Behavioural Tracking Data

An Empirical Study of the Effect of Voluntary Limit-Setting on Gamblers’ Loyalty Using Behavioural Tracking Data

Social comparison effects on brand addiction: A mediating role of materialism

Social Facilitation Among Gamblers: A Large-Scale Study Using Account-Based Data

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