Applying the service profit chain to the casino premium player sector

This research draws upon the concept of service profit chain and the theory of relationship marketing, and applies a model of internal service quality to the casino premium player segment. Specifically the research analyses the relationship between the Five Factor Model (FFM) of personality, emotional intelligence, adaptability and the service performance of hosts involved with the casino industry's premium player segment. The FFM of personality and emotional intelligence are shown to be significant predictors of adaptability, and there is evidence of a positive correlation between adaptability and host service performance. Implications for the recruitment and training of casino employees are proposed.