Linking internal service quality and casino dealer performance

Abstract

The job responsibilities of a casino card dealer can encompass everything from dealing cards to entertaining customers. Whilst technical cards dealing is a fundamental part of their job requirement, the nontechnical service performance of engaging with gaming customers plays a significant role in customer-related outcomes. This study examines the factors that drive dealer service performance. Data were collected at six major casinos in Macau to investigate casino internal service quality, job security, and dealer occupational commitment. Job tenure is included in the investigation as a moderating variable. The study finds that casino internal service quality has a significant influence on both job security and occupational commitment which subsequently affect dealer service performance. Occupational commitment and job security fully mediate the relationship between internal service quality and service performance. Job length also exerts a significant moderating effect on the proposed relationships. Discussion and implications are provided to conclude this paper.