MACAU 2.0: New Gaming Law and its Implications for Casino Market

Ho, Hong-Wai; Phillips, Jenny

doi:10.1089/glr2.2023.0003

Cited by 1 publication

(1 citation statement)

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“…The target population was VIP customers with designated VIP hosts to provide personal services. Casinos in Macau generally segment customers into mass gaming players, premium mass players, and VIP customers (Ho and Phillips, 2023). The latter two categories are seen as high-rollers, capable of generating substantial profits for the casino.…”

Section: Sample and Data Collectionmentioning

confidence: 99%

Build trust, they will come: the case of casino high rollers!

Ji,

Prentice,

Sthapit

et al. 2024

IJCHM

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Purpose Using the analogy of “If you build it, they will come” from the movie Field of Dreams, this study aims to draw on relational signaling and commitment–trust theories to examine the role of different types of trust (cognitive, affective and relational) in the relationship between relational-encounter quality and customer loyalty to service employees and to the organization in the case of an integrated casino resort. The study confirms that building it (trust), they (customers) will come to the casino exhibited in their loyalty to casino hosts and their affiliated casinos. Design/methodology/approach The study was conducted with very important person (VIP) customers who have a designated VIP host to provide them with personal services at an integrated casino resort in Macau. The questionnaire was distributed to the respondents by VIP hosts using WeChat and Tencent QQ. Findings The study shows that different types of trust (cognitive, affective and relational) play a significant mediation role in the relationship between relational-encounter quality and the customers’ loyalty to the hosts and their affiliated casinos. Originality/value To the best of the authors’ knowledge, this study is the first to investigate the roles of different types of trust (cognitive, affective and relational) in the relational encounter between casino hosts and VIP customers and provides insights into the link between service employees and their firm through the nurturing of the service encounter with the firm’s key accounts.

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Section: Sample and Data Collectionmentioning

confidence: 99%