Mapping the Online Gambling E-Servicescape: Impact of Virtual Atmospherics on the Gambler's Experience
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UNLV Theses, Dissertations, Professional Papers, and Capstones 5-1-2013 Mapping the Online Gambling E-Servicescape: Impact of Virtual Atmospherics on the Gambler's Experience Brett Lillian Levine Abarbanel University of Nevada, Las Vegas Follow this and additional works at: https://digitalscholarship.unlv.edu/thesesdissertations Part of the E-Commerce Commons, Gaming and Casino Operations Management Commons, and the Psychology Commons Repository Citation Abarbanel, Brett Lillian Levine, "Mapping the Online Gambling E-Servicescape: Impact of Virtual Atmospherics on the Gambler's Experience" (2013). UNLV Theses, Dissertations, Professional Papers, and Capstones. 1792. http://dx.doi.org/10.34917/4478186 This Dissertation is protected by copyright and/or related rights. It has been brought to you by Digital Scholarship@UNLV with permission from the rights-holder(s). 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MAPPING THE ONLINE GAMBLING E-SERVICESCAPE: IMPACT OF VIRTUAL ATMOSPHERICS ON THE GAMBLER’S EXPERIENCE By Brett Lillian Levine Abarbanel Bachelor of Science in Statistics Bachelor of Arts in Architectural Studies Brown University 2006 Master of Science in Hotel Administration University of Nevada, Las Vegas 2009 A dissertation submitted in partial fulfillment of the requirements for the Doctor of Philosophy in Hospitality Administration William F. Harrah College of Hotel Administration The Graduate College University of Nevada, Las Vegas May 2013 Copyright by Brett Lillian Levine Abarbanel, 2013 All Rights Reserved THE GRADUATE COLLEGE We recommend the dissertation prepared under our supervision by Brett Abarbanel entitled Mapping the Online Gambling E-Servicescape: Impact of Virtual Atmospherics on the Gambler’s Experience be accepted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Hospitality Administration William F. Harrah College of Hotel Adminstration Bo Bernhard, Ph.D., Committee Chair Ashok Singh, Ph.D., Committee Member Anthony Lucas, Ph.D., Committee Member Shannon Monnat, Ph.D., Graduate College Representative Tom Piechota, Ph.D., Interim Vice President for Research & Dean of the Graduate College May 2013 ii ABSTRACT Mapping the Online Gambling E-Servicescape: Impact of Virtual Atmospherics on the Gambler’s Experience by Brett Lillian Levine Abarbanel Dr. Bo Bernhard, Dissertation Committee Chair Associate Professor of Hotel Administration University of Nevada, Las Vegas A structural model is proposed and empirically examined that investigates the influence of an online casino’s atmospheric cues on consumer behavioral response. A stimulus-organism-response (S-O-R) model, often used to frame other servicescape research, is adapted as the basis of the theory that the online casino environment will influence the organismic effects of cognitive and affective states, which in turn influence gamblers’ approach or avoidance behavioral intentions. Analyzed elements of the online gambling site stimulus include high and low task-relevant cues, financial trust, and gambling value. Personal and situational factors and demographic characteristics were found to moderate the relationship between atmospheric cues and organismic satisfaction. iii ACKNOWLEDGEMENTS As I made my way through the Master’s and Ph.D. programs at UNLV over the past five and a half years, my committee chair Dr. Bo Bernhard has maintained a constant presence. Bo has taken on many roles in my academic life: from advisor, to colleague, to friend, and it has been my honor to work with him. It is so rare to find people in this world who are not only brilliant but also truly kind at heart, and Bo is one of those special few. To recognize and thank Bo for each of the many opportunities he has sent my way would drive this acknowledgements section to a length beyond that of the dissertation itself, so I must make do with this: it is with my deepest gratitude that I thank you, Bo, for all that you have given me in my pursuit of graduate education.. I would also like to thank each of the members of my dissertation committee. Dr. A.K. Singh, a statistics powerhouse, has guided me through so much of my mathematical education in my time at UNLV. Whether in class or (more frequently) in the more informal setting of Starbucks, A.K. has provided invaluable guidance to me in shaping my research analysis and design. Dr. Anthony Lucas, who chaired my Master’s thesis, has a unique, intelligent mind that has kept me on my toes since the day we met. Tony’s approach to gambling research fundamentally changed the way I view gambling academe, and receiving his positive feedback is always a high compliment. My outside committee member, Dr. Shannon Monnat, was a valuable asset to my dissertation, and her comments and advice on my work have always resulted in vast iv improvements. I am grateful for her feedback and it gives me great pleasure to know that I absolutely chose the right person for the fourth spot on my advisory committee. There are several other members of the UNLV Harrah College of Hotel Administration whom I would like to thank. Dr. James Busser, for his incredible support in his role as Director of the Ph.D. Program. And of course Ms. Beverly Petrelis; I can honestly say that I would never have completed this degree without her, so I thank her profusely for her aid as I waded through the bureaucracy that comes with higher education. I would like to thank Dr. Mehmet Erdem for advising me through an independent study that produced the first draft of this online gambling e-servicescape theory and for teaching me to look for research in every interesting news byte. Mehmet’s door was always open for me, and with his substantial knowledge of hospitality technology he was a great help to me as I investigated the online gambling frontier. I have made many new friends and colleagues through my time at UNLV, and I thank you all for helping me learn as I passed through this program. I would especially like to thank my colleague Dr. Kahlil Philander. Gambling research is a niche field and I was lucky to find someone on my very first day of the Ph.D. program who not only shares my research interest but also with whom I enjoy working. I would also like to thank Dr. Toni Repetti and Ms. Lateka Grays for their support, encouragement, and research insights. I always came away from our monthly lunches with a fresh point of view and a smile on my face. I would like to acknowledge and thank the members and attendees of iHITA and ICE Totally Gaming for their feedback to presentations on this dissertation. I also thank v CasinoCity for their assistance in creating recruitment materials for my survey and for allowing me to use their distribution channels. In addition, I thank the Conrad N. Hilton Foundation for funding this research and to the UNLV Foundation for honoring me with the President’s Graduate Research Fellowship. I conclude these acknowledgements having saved the best for last. I would like to thank my family for their undying support through my educational career. Henry Abarbanel, Beth Levine, and Sara Abarbanel are the most brilliant, dedicated, wonderful people I know and it is by their example that I pursue my interests with such enthusiasm. I conclude this acknowledgements section by thanking the single most important person in my life, Jared Okun. Jared, I am who I am and where I am today because of your love and I will forever be grateful to you for that. vi TABLE OF CONTENTS ABSTRACT.......................................................................................................................iii ACKNOWLEDGEMENTS............................................................................................... iv LIST OF TABLES............................................................................................................. ix LIST OF FIGURES ............................................................................................................ x CHAPTER 1 INTRODUCTION ...................................................................................... 1 Overview......................................................................................................................... 1 Purpose of the Study ....................................................................................................... 5 Significance of the Study................................................................................................ 5 Research Design and Methodology ................................................................................ 6 Delimitations................................................................................................................... 7 Definition of Key Terms................................................................................................. 7 Organization of Dissertation........................................................................................... 8 CHAPTER 2 LITERATURE REVIEW ..........................................................................