Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts

Ji, Chunli and Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 (2021) Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts. Journal of Retailing and Consumer Services, 58:102319. pp. 1-10. ISSN 0969-6989


Abstract

This study investigates the relationship between customer satisfaction, delight, place attachment, and loyalty in a casino context. Customer satisfaction in this study refers to customers’ transactional experience with shopping, food and beverage, and gaming within a casino resort. The study examines how each transactional, satisfying, experience affects customer delight and place attachment, which subsequently influences customer loyalty. Customer delight and place attachment are modelled as mediators between satisfaction and loyalty. The results show that each transaction-specific satisfaction is significantly related to customer delight and place attachment with the exception that a positive experience with casino gaming is not related to place attachment. Whilst place attachment has a significant influence on customer loyalty, customer delight has little effect on the loyalty indicators. The study provides a fresh perspective on the customer satisfaction-loyalty relationship. The implications of these findings are highlighted for researchers and practitioners.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 04 Aug 2022 05:37
Last Modified: 08 Aug 2022 03:47
Uncontrolled Keywords: Casinos; Customer satisfaction; Delight; Loyalty; Place attachment
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1016/j.jretconser.2020.102319
URI: http://eprints.usq.edu.au/id/eprint/49859

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