Articles by Sudhir H. Kalé, Ph.D.
Over the years, a lot has been written about the role and ethics of casino hosts.
Casino companies offer all kinds of incentives to attract and retain high rollers, some of whom are ultra-high-net-worth-individuals (UHNWIs).
Despite the service firm's best efforts, service failures are inevitable.
The casino setting is one where people’s emotions principally drive their gaming-related behaviors.
Casino CEOs sometimes adopt a very myopic view of marketing that fails to consider the 7 Ps that underpin marketing strategy and actions.