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Emotional intelligence and adaptability – Service encounters between casino hosts and premium players

Prentice, Catherine; King, Brian E.M. - In: International journal of hospitality management 32 (2013), pp. 287-294

Persistent link: https://www.econbiz.de/10010063516

Service quality perceptions and customer loyalty in casinos

Prentice, Catherine - In: International journal of contemporary hospitality management 25 (2013) 1, pp. 49-64

Persistent link: https://www.econbiz.de/10010083092

Casino Service Quality, Tiered Customer Segments, and Casino Player Retention

Prentice, Catherine; King, Brian E. M.; Ohtsuka, Keis - In: Services marketing quarterly 33 (2012) 4, pp. 277-292

Persistent link: https://www.econbiz.de/10010025194

Attitudinal and Behavioral Loyalty Amongst Casino Players in Macau

Prentice, Catherine - In: Services marketing quarterly 34 (2013) 4, pp. 309-321

Persistent link: https://www.econbiz.de/10010177734

Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel

Prentice, Catherine; King, Brian E. M. - In: Services marketing quarterly 33 (2012) 1, pp. 34-49

Persistent link: https://www.econbiz.de/10009818050

Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach

Prentice, Catherine; King, Brian E.M. - In: Journal of business research : JBR 66 (2013) 9, pp. 1637-1643

Persistent link: https://www.econbiz.de/10010121606

Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach

Prentice, Catherine; King, Brian E.M. - In: Journal of Business Research 66 (2013) 9, pp. 1637-1643

The premium player segment is a major source of revenues and profit for the casino sector. In their roles as providers of personalised services casino hosts are an important determinant in attracting and retaining this market segment. The service performance of such hosts impacts on both player...

Persistent link: https://www.econbiz.de/10010666022