Linking internal service quality and casino dealer performance

Prentice, Catherine ORCID: (2018) Linking internal service quality and casino dealer performance. Journal of Hospitality Marketing and Management, 27 (6). pp. 733-753. ISSN 1936-8623


The job responsibilities of a casino card dealer can encompass everything from dealing cards to entertaining customers. Whilst technical cards dealing is a fundamental part of their job requirement, the nontechnical service performance of engaging with gaming customers plays a significant role in customer-related outcomes. This study examines the factors that drive dealer service performance. Data were collected at six major casinos in Macau to investigate casino internal service quality, job security, and dealer occupational commitment. Job tenure is included in the investigation as a moderating variable. The study finds that casino internal service quality has a significant influence on both job security and occupational commitment which subsequently affect dealer service performance. Occupational commitment and job security fully mediate the relationship between internal service quality and service performance. Job length also exerts a significant moderating effect on the proposed relationships. Discussion and implications are provided to conclude this paper.

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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: 09 Aug 2022 23:27
Last Modified: 10 Aug 2022 00:06
Uncontrolled Keywords: Casinos; customer-oriented behaviors; dealers; internal service quality; job security; occupational commitment; service performance
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
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