TY - JOUR
T1 - How habit and satisfaction affects player retention for online gambling
AU - Jolley, B.
AU - Mizerski, Dick
AU - Olaru, Doina
PY - 2006
Y1 - 2006
N2 - The ability of customer satisfaction to reliably explain and predict actual customer behavior has been an elusive objective to attain. This study tests the effects of past behavior (habit) on customer satisfaction in the prediction of actual behavior (retention). The study used an online gambling experiment accessible 24/7 to test the drivers of behavioral retention. It found that habit, not customer satisfaction, had a strong effect on a range of responses tied to retention. The implications of these findings are applied to issues for gambling managers and those developing public policy. (c) 2006 Elsevier Inc. All rights reserved.
AB - The ability of customer satisfaction to reliably explain and predict actual customer behavior has been an elusive objective to attain. This study tests the effects of past behavior (habit) on customer satisfaction in the prediction of actual behavior (retention). The study used an online gambling experiment accessible 24/7 to test the drivers of behavioral retention. It found that habit, not customer satisfaction, had a strong effect on a range of responses tied to retention. The implications of these findings are applied to issues for gambling managers and those developing public policy. (c) 2006 Elsevier Inc. All rights reserved.
U2 - 10.1016/j.jbusres.2006.01.017
DO - 10.1016/j.jbusres.2006.01.017
M3 - Article
SN - 0148-2963
VL - 59
SP - 770
EP - 777
JO - Journal of Business Research
JF - Journal of Business Research
IS - 6
ER -