Service environment and gambling behaviors

Prentice, Catherine ORCID: and Ma, Er Dan (2015) Service environment and gambling behaviors. In: 5th Advances in Hospitality & Tourism Marketing and Management Conference (AHTMM 2015), 18 June - 21 June 2015, Beppu, Japan.


The study investigates the relationships among casino service environment, impulsive gambling and gambling behaviors (spending, visiting frequency and length of stay). Analysis of service environment is approached from both individual and organizational perspectives. The investigation is undertaken in Macau casinos, and involves testing organizational service environment as a moderator and impulsive gambling as a mediator. Results from testing these relationships indicate that casino service environment does explain significant variance in impulsive gambling which subsequently influences gambling behaviors. The mediation testing shows that impulsive gambling demonstrates partial and full mediation effects between various service environment factors and the outcome variables. Casino service environment on an organizational level also successfully moderates the linkage between individual perception of service environment, impulsive gambling and gambling behaviors. The findings have strategic implications for both researchers and practitioners. In particular, this study contributes to service and gambling research by incorporating individual and organizational environmental factors into consumer behavior analyses. Potential applications of the findings are highlighted for casinos and problem counselors.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
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: 11 Aug 2022 04:16
Last Modified: 11 Aug 2022 04:16
Uncontrolled Keywords: service environment, impulsive gambling, casino, customer loyalty
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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