A Qualitative Analysis of Slot Clubs as Drivers of Casino Loyalty

dc.contributor.authorHendler, Flavia
dc.contributor.authorLaTour, Kathryn A.
dc.description.abstractThe slot club is a very common type of loyalty program in the casino industry. In this research, the authors look at the deep meanings and emotions of a slot club for tourists and frequent local customers at a Las Vegas mega casino resort using an in-depth interview technique, the Zaltman Metaphor Elicitation Technique (ZMET). Results indicate that the opportunities for casino loyalty programs to establish emotional bonds with the customer lie in the capacity of reflecting human qualities in the slot club service delivery process, such as memory, creativity, and flexibility. The results also indicate that the slot club brings different meanings to different customer groups and that these emotional connections (or lack thereof) are best elucidated via this qualitative research technique that uses images, rather than words, to guide the in-depth interview. The authors discuss the implications of the results for loyalty programs as well as how this research technique might be used in other sectors of the hospitality industry.
dc.description.legacydownloadsLaTour12_A_Qualitative_Analysis.pdf: 1055 downloads, before Aug. 1, 2020.
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjectcasino management
dc.subjectslot clubs
dc.subjectLas Vegas resorts
dc.titleA Qualitative Analysis of Slot Clubs as Drivers of Casino Loyalty
local.authorAffiliationHendler, Flavia: University of Nevada
local.authorAffiliationLaTour, Kathryn A.: Cornell University


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