Customer Satisfaction, Dissatisfaction and Complaining Behavior in the Gaming Industry
Abstract
The intent of this paper is threefold: ( 1) to demonstrate the rapidly growing supply of and the demand for gaming services and a very high level of implied satisfaction in the United States; (2) to identify the growing concern for dissatisfaction as a byproduct of growth in this particular service industry; and (3) to identify the growing evidence of complaining behavior, not only among consumers themselves, but also among representatives of industry and government.
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