Applying the service profit chain to the gaming industry, emphasizing on table games dealers, in Las Vegas

Gaming has been a significant part of the tourism industry in Las Vegas. Most gamblers come to Las Vegas hoping to win big, but are often disappointed. So what keeps people coming back time and again to contribute to Las Vegas’ economy? The casinos and the gaming industry believe that the unique and individual service guests experience at their establishment is the primary reason why guests return. For example, at Harrah\u27s employees are upbeat and positive in an effort to keep customers returning; at the Venetian the core value instilled in each and every employee is to provide un-matched guest services; and for Station Casinos, its customer retention strategy is for employees to provide services beyond guests’ expectations