Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/11592
Title: Behavioral differences in gaming patterns among Chinese subcultures as perceived by Macao casino staff
Authors: Wan, PYK
Kim, SS 
Elliot, S
Keywords: behaviors
casino staff
Chinese gamblers
Macao
perceptions
Issue Date: 2013
Publisher: SAGE Publications
Source: Cornell hospitality quarterly, 2013, v. 54, no. 4, p. 358-369 How to cite?
Journal: Cornell hospitality quarterly 
Abstract: Given the growth of Macao's casino industry and its popularity with Chinese visitors from various locations, an understanding of subcultural differences is critical. This study reports on the observations of a convenience sample of 302 long-time Macao casino staff members regarding casino customers from Mainland China, Hong Kong, and Taiwan. While these customers have much in common, the employees reported differences in the three subcultures' gambling behavior, in the areas of untidy or disruptive behavior, generous (tipping) behavior, complaining and active behavior, passive behavior, game-focused behavior, and chip-exchange behavior. By understanding and addressing these differences, many of which are relatively subtle, the managers of Macao's casinos can improve the quality of service offered to these guests.
URI: http://hdl.handle.net/10397/11592
ISSN: 1938-9655
EISSN: 1938-9663
DOI: 10.1177/1938965513485285
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