Fong, Lawrence Hoc Nang; So, Amy Siu Ian; Law, Rob - In: International Journal of Contemporary Hospitality Management 29 (2017) 5, pp. 1403-1425
Purpose This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature. Design/methodology/approach Using critical incident technique (CIT), the researchers prompted...