IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v58y2021ics0969698920313278.html
   My bibliography  Save this article

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

Author

Listed:
  • Ji, Chunli
  • Prentice, Catherine

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.

Suggested Citation

  • Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    • Handle: RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920313278
    DOI: 10.1016/j.jretconser.2020.102319
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698920313278
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2020.102319?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yuksel, Atila & Yuksel, Fisun & Bilim, Yasin, 2010. "Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty," Tourism Management, Elsevier, vol. 31(2), pages 274-284.
    2. Prentice, Catherine, 2016. "Leveraging employee emotional intelligence in casino profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 127-134.
    3. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    4. Tsai, Shu-pei, 2011. "Fostering international brand loyalty through committed and attached relationships," International Business Review, Elsevier, vol. 20(5), pages 521-534, October.
    5. Alex Coetzee & Johan Coetzee, 2019. "Service quality and attitudinal loyalty: the mediating effect of delight on retail banking relationships," Global Business and Economics Review, Inderscience Enterprises Ltd, vol. 21(1), pages 120-138.
    6. Prentice, Catherine & Wong, IpKin Anthony, 2015. "Casino marketing, problem gamblers or loyal customers?," Journal of Business Research, Elsevier, vol. 68(10), pages 2084-2092.
    7. Vada, Sera & Prentice, Catherine & Hsiao, Aaron, 2019. "The role of positive psychology in tourists’ behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 293-303.
    8. Orth, Ulrich R. & Limon, Yonca & Rose, Gregory, 2010. "Store-evoked affect, personalities, and consumer emotional attachments to brands," Journal of Business Research, Elsevier, vol. 63(11), pages 1202-1208, November.
    9. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    10. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    11. Prentice, Catherine, 2014. "Who stays, who walks, and why in high-intensity service contexts," Journal of Business Research, Elsevier, vol. 67(4), pages 608-614.
    12. Veasna, Sou & Wu, Wann-Yih & Huang, Chu-Hsin, 2013. "The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image," Tourism Management, Elsevier, vol. 36(C), pages 511-526.
    13. Ramkissoon, Haywantee & Graham Smith, Liam David & Weiler, Betty, 2013. "Testing the dimensionality of place attachment and its relationships with place satisfaction and pro-environmental behaviours: A structural equation modelling approach," Tourism Management, Elsevier, vol. 36(C), pages 552-566.
    14. Hultman, Magnus & Skarmeas, Dionysis & Oghazi, Pejvak & Beheshti, Hooshang M., 2015. "Achieving tourist loyalty through destination personality, satisfaction, and identification," Journal of Business Research, Elsevier, vol. 68(11), pages 2227-2231.
    15. Brown, Graham & Smith, Andrew & Assaker, Guy, 2016. "Revisiting the host city: An empirical examination of sport involvement, place attachment, event satisfaction and spectator intentions at the London Olympics," Tourism Management, Elsevier, vol. 55(C), pages 160-172.
    16. Ramkissoon, Haywantee & Mavondo, Felix T., 2015. "The satisfaction–place attachment relationship: Potential mediators and moderators," Journal of Business Research, Elsevier, vol. 68(12), pages 2593-2602.
    17. Prayag, Girish & Mills, Hamish & Lee, Craig & Soscia, Isabella, 2020. "Team identification, discrete emotions, satisfaction, and event attachment: A social identity perspective," Journal of Business Research, Elsevier, vol. 112(C), pages 373-384.
    18. Woo Gon Kim & Taegoo (Terry) Kim & Gabriel Gazzoli & Yumi Park & Sang Hyuck Kim & Si Sa Park, 2011. "Factors Affecting the Travel Expenditure of Visitors to Macau, China," Tourism Economics, , vol. 17(4), pages 857-883, August.
    19. Jin, Haipeng & Moscardo, Gianna & Murphy, Laurie, 2017. "Making sense of tourist shopping research: A critical review," Tourism Management, Elsevier, vol. 62(C), pages 120-134.
    20. Choi, Miju & Law, Rob & Heo, Cindy Yoonjoung, 2016. "Shopping destinations and trust – Tourist attitudes: Scale development and validation," Tourism Management, Elsevier, vol. 54(C), pages 490-501.
    21. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    22. Hasan, Syed Akif & Subhani, Muhammad Imtiaz & Raheem, Saquib, 2011. "Measuring Customer Delight: A Model for Banking Industry," MPRA Paper 34724, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Assarzadegan, Parisa & Hejazi, Seyed Reza, 2021. "A game theoretic approach for analyzing the competition between national and store brands by considering store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    3. Tuguinay, Jovanie A. & Prentice, Catherine & Moyle, Brent, 2022. "The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Sheng, Margaret L. & Natalia, Natalia & Hsieh, C.Y., 2022. "Reconceptualizing value creation: Exploring the role of goal congruence in the Co-creation process," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    5. Shirie Pui Shan Ho & Amy Wong, 2023. "The role of customer personality in premium banking services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 285-305, June.
    6. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    7. Selim, Hassan & Eid, Riyad & Agag, Gomaa & Shehawy, Yasser Moustafa, 2022. "Cross-national differences in travelers’ continuance of knowledge sharing in online travel communities," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Yeyi & Hultman, Magnus & Eisingerich, Andreas B. & Wei, Xingjie, 2020. "How does brand loyalty interact with tourism destination? Exploring the effect of brand loyalty on place attachment," Annals of Tourism Research, Elsevier, vol. 81(C).
    2. Stylos, Nikolaos & Bellou, Victoria & Andronikidis, Andreas & Vassiliadis, Chris A., 2017. "Linking the dots among destination images, place attachment, and revisit intentions: A study among British and Russian tourists," Tourism Management, Elsevier, vol. 60(C), pages 15-29.
    3. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Prayag, Girish & Mills, Hamish & Lee, Craig & Soscia, Isabella, 2020. "Team identification, discrete emotions, satisfaction, and event attachment: A social identity perspective," Journal of Business Research, Elsevier, vol. 112(C), pages 373-384.
    5. Yi, Xiaoli & Fu, Xiaoxiao & Jin, Wenmin & Okumus, Fevzi, 2018. "Constructing a model of exhibition attachment: Motivation, attachment, and loyalty," Tourism Management, Elsevier, vol. 65(C), pages 224-236.
    6. Lisa Dang & Jan Weiss, 2021. "Evidence on the Relationship between Place Attachment and Behavioral Intentions between 2010 and 2021: A Systematic Literature Review," Sustainability, MDPI, vol. 13(23), pages 1-19, November.
    7. Sadeque, Saalem & Roy, Sanjit Kumar & Swapan, Mohammad Shahidul Hasan & Chen, Cheng-Hao & Ashikuzzaman, Md, 2020. "An integrated model of city and neighborhood identities: A tale of two cities," Journal of Business Research, Elsevier, vol. 117(C), pages 780-790.
    8. Di Wu & Caiyun Shen & Enxu Wang & Yaoyao Hou & Jun Yang, 2019. "Impact of the Perceived Authenticity of Heritage Sites on Subjective Well-Being: A Study of the Mediating Role of Place Attachment and Satisfaction," Sustainability, MDPI, vol. 11(21), pages 1-19, November.
    9. Song, Zening & Daryanto, Ahmad & Soopramanien, Didier, 2019. "Place attachment, trust and mobility: Three-way interaction effect on urban residents' environmental citizenship behaviour," Journal of Business Research, Elsevier, vol. 105(C), pages 168-177.
    10. Ramkissoon, Haywantee & Mavondo, Felix T., 2015. "The satisfaction–place attachment relationship: Potential mediators and moderators," Journal of Business Research, Elsevier, vol. 68(12), pages 2593-2602.
    11. Beykan Çizel & İsmail Gökay Kırtıl & Volkan Aşkun & Edina Ajanovic & Hatice Karakaş, 2022. "Symmetric and asymmetric analysis of tourist behavioral intention's antecedents," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(6), pages 4599-4622, December.
    12. Prentice, Dr Catherine, 2019. "Managing service encounters with emotional intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 344-351.
    13. Sifeng Nian & Honglei Zhang & Ling Mao & Wenjing Zhao & Hui Zhang & Youhai Lu & Yingying Zhang & Yifan Xu, 2019. "How Outstanding Universal Value, Service Quality and Place Attachment Influences Tourist Intention Towards World Heritage Conservation: A Case Study of Mount Sanqingshan National Park, China," Sustainability, MDPI, vol. 11(12), pages 1-18, June.
    14. Molinillo, Sebastian & Japutra, Arnold & Ekinci, Yuksel, 2022. "Building brand credibility: The role of involvement, identification, reputation and attachment," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    15. Anwar Sadat Shimul, 2022. "Brand attachment: a review and future research," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 400-419, July.
    16. Chuanmin Mi & Yetian Chen & Chiung-Shu Cheng & Joselyne Lucky Uwanyirigira & Ching-Torng Lin, 2019. "Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM," Sustainability, MDPI, vol. 11(9), pages 1-20, May.
    17. Ghali, Zohra & Rather, Raouf Ahmad & Khan, Imran, 2024. "Investigating metaverse marketing-enabled consumers’ social presence, attachment, engagement and (re)visit intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    18. Al-Kilani, Shaymaa & El Hedhli, Kamel, 2021. "How do restaurant atmospherics influence restaurant authenticity? An integrative framework and empirical evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    19. Liang, Chih-Chin & Yu, Annie Pei-I & Le, Thi Hong, 2021. "Customers focus and impulse buying at night markets," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    20. Foroudi, Pantea & Akarsu, Tuğra Nazlı & Ageeva, Elena & Foroudi, Mohammad M. & Dennis, Charles & Melewar, T.C., 2018. "PROMISING THE DREAM: Changing destination image of London through the effect of website place," Journal of Business Research, Elsevier, vol. 83(C), pages 97-110.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920313278. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.