Purpose: This study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of complexity theory, namely, asymmetry, equifinality and causal complexity and valence reversals or conjunction with a...

Purpose: This paper aims to discuss how emotional intelligence can be incorporated into the tourism sector to enhance tourist experience. Design/methodology/approach: The paper reviews and synthetises current research on emotional intelligence and tourism research. Findings: Emotional...

Purpose: This paper aims to discuss how emotional intelligence (EI) can be incorporated into the tourism sector to enhance the tourist experience through managing the service encounter between tourism service representatives and tourists. Design/methodology/approach: A review of the relevant...

Purpose – Building and maintaining service quality is one means of retaining customers and thus establishing competitive advantage in the casino industry. The current study aims to investigate the relationship between casino service quality, player segments and customer loyalty in an Asian...

Purpose This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci...

The current investigation explores relationships among customer service-quality evaluations, propensity-to-switch, and player retention in a highly-intense service delivery environment (casinos). The study also examines the proposal that player loyalty intervenes between casino service-quality...

Purpose Celebrity endorsement advertising receives increased attention in the relevant literature. Approaching from the abnormal stock market return perspective, the purpose of this paper is to investigate the potential risks and expected profit associated with celebrity endorsement. The factors...