Document Type

Article

Publication Date

1-1-2018

Publication Title

Economics and Business Letters

Volume

7

Issue

4

First page number:

144

Last page number:

155

Abstract

Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.

Keywords

Corporate social responsibility; Customer satisfaction; Gambling; Responsible gambling

Disciplines

Gaming and Casino Operations Management

File Format

pdf

File Size

3570 KB

Language

English

Rights

IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Creative Commons License

Creative Commons Attribution-Noncommercial-NoDerivatives 3.0 License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Publisher Citation

Abarbanel, B., Cain, L., & Philander, K. (2018). Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm. Economics and Business Letters, 7(4), 144–155. https://doi.org/10.17811/ebl.7.4.2018.144-155

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