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Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos

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  • Wong, IpKin Anthony
  • Dioko, Leonardo (Don) A.N.

Abstract

Intensified competition in the casino gambling industry has compelled operators and scholars alike to focus more attention on satisfying customer needs. However, inconsistencies in the literature lead to various customer satisfaction models without a clear and definite conclusion of the role of customer expectations. In this article, the authors examine the moderating role of customer expectations on the relationship between customer satisfaction and its drivers: perceived performance and value. The results indicate that customer expectations moderate the mediating effect of perceived value while perceived value fully mediates the moderating effect of customer expectations. The results suggest both moderated mediation and mediated moderation. Overall, this study demonstrates a new way of assessing the effect of customer expectations and a better understanding of perceived value and customer satisfaction. Implications for theory and practice in gaming and marketing studies are delineated.

Suggested Citation

  • Wong, IpKin Anthony & Dioko, Leonardo (Don) A.N., 2013. "Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos," Tourism Management, Elsevier, vol. 36(C), pages 188-199.
    • Handle: RePEc:eee:touman:v:36:y:2013:i:c:p:188-199
    DOI: 10.1016/j.tourman.2012.10.010
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    References listed on IDEAS

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    Cited by:

    1. Prentice, Catherine, 2016. "Leveraging employee emotional intelligence in casino profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 127-134.
    2. Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
    3. Rui Song & Wen Shi & Wanyi Qin & Xingjian Xue & Hongzhou Jin, 2024. "Exploring Passengers’ Emotions and Satisfaction: A Comparative Analysis of Airport and Railway Station through Online Reviews," Sustainability, MDPI, vol. 16(5), pages 1-23, March.
    4. S. V. Krishna Kishore & Aloysius Henry Sequeira, 2016. "An Empirical Investigation on Mobile Banking Service Adoption in Rural Karnataka," SAGE Open, , vol. 6(1), pages 21582440166, March.
    5. Prentice, Catherine & Wong, IpKin Anthony, 2015. "Casino marketing, problem gamblers or loyal customers?," Journal of Business Research, Elsevier, vol. 68(10), pages 2084-2092.
    6. Ji, Mingjie & Wong, IpKin Anthony & Eves, Anita & Scarles, Caroline, 2016. "Food-related personality traits and the moderating role of novelty-seeking in food satisfaction and travel outcomes," Tourism Management, Elsevier, vol. 57(C), pages 387-396.
    7. Richa Misra & Renuka Mahajan & Nidhi Singh & Sangeeta Khorana & Nripendra P. Rana, 2022. "Factors impacting behavioural intentions to adopt the electronic marketplace: findings from small businesses in India," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1639-1660, September.
    8. Kaung-Hwa Chen & Feng-Hsiang Chang & Fang-Yu Liu, 2015. "Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction," Sustainability, MDPI, vol. 7(8), pages 1-26, August.
    9. Jana Prodanova & Sonia San-Martín & Nadia Jiménez, 2017. "Enfoque teórico multidisciplinar para la provisión electrónica de servicios," DOCFRADIS Working Papers 1705, Catedra Fundación Ramón Areces de Distribución Comercial, revised Oct 2017.

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