©2012 Center for Gaming Research • University Libraries • University of Nevada, Las Vegas

Number 19 July 2012 Center for Gaming Research Occasional Paper Series

University Libraries University of Nevada, Las Vegas

Pyramids to Players Clubs: The Battle for Competitive Advantage in Las Vegas Oliver Lovat

ABSTRACT: The evolution of the Las Vegas from owner operator to the institutionally financed and corporately managed -resort has been the predominant feature of the evolution of the US Gaming market in the past 30 years. This paper examines the strategic frameworks used by Las Vegas casino resorts and identifies the drivers for competitive advantage moving forward.

Keywords: strategy, marketing, casinos, gaming, competitive advantage

Lessons of the Past “(Binion) ran the place on the theory that As a gaming center, Las Vegas was every customer in there was somebody we established by a collection of entrepreneurs were trying to get to come back.” He offered each developing various strategies to define lower odds than his competitors and he and promote their resorts, and over time created the nicest environment to gamble, these have been emulated and refined and including novelties such as carpeted floors are evident to this day. and air-conditioning. The time of the early owners is defined by Jay Sarno was an innovator in aspects of Bernhard, Green and Lucas as the “Maverick theme and casino design. He moved away Period,” and this captures the essence of the from the motel model and was the first dynamism and creativity of the unorthodox developer to center all aspects of the resort business leaders who pioneered many of the design in a wheel with the casino as a hub and early innovations. he looked at bringing in additional revenues Amongst those was , whose from alternative sources than gaming such as interest in Las Vegas began in the 1940s with those in the convention trade and non- the financing of the Desert Inn, an upscale gamers who came to Las Vegas to see this resort conceptually built on the strategy of modern Greco-Roman incarnation. the Flamingo but with the notable As the manager of the Mint and Sahara, Sam incorporation of a golf course on site in order Boyd targeted traditional Vegas customers. to attract the affluent guests who, like Dalitz, However, when operating his own casino, The were keen golfers. California (the Cal) he notably segmented Benny Binion influenced development of offering Hawaiian food, a more laid back his resorts from the perspective of a gambler. atmosphere and a packaged holiday service By placing his name above the door he sought from that island, building Boyd Gaming’s to create a resort in his image, much like Bill success on Hawaiian customers. Sam’s Town Harrah in Reno and today.

[2] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas catered specifically for local custom in Las the operators succeeded in identifying their Vegas. customers and developed the offering Meanwhile, outside of Las Vegas, Bill accordingly. This was innate to these early Harrah was operating casino resorts in Reno developers who operated in a smaller, and , with “a solid understanding simpler and more segmented market, with of the gambling business and the entire concepts for these resorts created opportunism….But Bill Harrah was able to in the imaginations of their owners. account for every quarter that passed through his gambling halls and his operations Adopting Frameworks were successful.” “An industry begins with the customer and The Corporate Gaming Acts of 1967 and his or her needs, not with a patent, a raw 1969 were instrumental in regulating the material, or a selling skill. Given the industry with result being the development of customer’s needs, the industry develops the modern casino resort, as initiated backwards, first concerning itself with the between 1967 and 1975 by MGM’s Kirk delivery of customer satisfactions.” Kerkorian. The International, as designed by Within Las Vegas there are many resorts in Martin Stern Jr, was the first of the “Y-Shaped” a small amount of space. The market is resorts, (which formed the basis of many of competitive and customer satisfaction levels the 1990s resorts) with multiple showrooms, are high. The market offering has grown from nightclubs and over 1,000 rooms. the bottom up rather than top down, leading Resorts of this era were, ”a glimpse into the to the development of strategies formed on future of the casino resort: a large casino the concept of the lifetime value of the surrounded by thousands of rooms customer. geared towards the convention trade and international patronage”. Customer Equity “The conventional wisdom holds that the “The lifetime value of a loyal customer can Mirage hotel changed everything on the be astronomical, especially when referrals are Strip… when it opened on November 22, added to the economics of customer retention 1989…. (but) Wynn simply took the best of and repeat purchases of related products. For what he learned from others in the Casino example, the lifetime revenue stream from a business and put it all together in one loyal pizza eater can be $8,000, a Cadillac cohesive place.” owner $332,000, and a corporate purchaser The opening of is widely seen as of commercial aircraft literally billions of the marker when the naïve approaches of dollars.” resort operators met the world of corporate This lifetime value of the customer is finance, which led to the emergence of defined as Customer Equity, within which are structured operating frameworks, allowing three primary components- Value Equity, for institutional investment into the industry. Brand Equity and Retention Equity. However, focusing on the Mirage alone Value Equity is the relationship between overlooks the contribution of a new expectation and experience. In order to generation of managers who transformed Las enhance this area the company must give the Vegas operations. customer more of what they want or reduce Armed with the work of modern costs. This is particularly relevant in an area management tools, these new executives, of high exposure to competing products, including Wynn, were able to reshape the city where the decision-making processes are as an entertainment capital with focus and complex and where there are high levels of frameworks that have led to the city that innovation evident, such as within the luxury stands today. sector of Las Vegas resorts. Quality, service Throughout the evolution of the city and delivery, price and convenience are key. the historic positioning of Las Vegas’ resorts,

Lovat | Pyramids to Players Clubs [3]

Brand Equity is “the portion of the Prospects, First Time Buyers, Early Repeat Customer Equity attributable to the brand” Buyers, Core Customers and Core Defectors. and is important where there are low Based on the 2011 LVCVA figures, only 16% involvement decisions with highly visible were first time visitors to Las Vegas and in products, where there is longevity in the the past 5 years over 80% of visitors were consumption and difficulty in evaluating the repeat visitors. This indicates that the product before use. With reference to the majority of visitors have a realizable long- research question, this is of lesser importance, term value if they could be retained by the however the development of brands, such as operators. , The , Hard Rock and Blattberg focuses on key customer Planet Hollywood can imply an aspirational retention over generic loyalty, justifying the or self-segmenting aspect of decision-making. nuance on the value of some customers The third component is Retention Equity. compared to others with a lower value. This Once a customer has engaged with a company is particularly valid in the gaming industry or product the relationship must be and several of the resort operators have developed for retention; “Building retention developed positions based on the nature of impact can take many forms. A firm can the customer’s decision making. provide additional benefits that make it more He further notes that customer retention costly for the customer to switch to a strategies should be created during the initial competitor….a firm can reward behaviors customer acquisition. He identifies three that enhance retention (such as) rewarding types of customer - the committed loyal purchase transactions...monetary value of customer, the customer who continues transactions...or even length of consumption purchasing a product, but is vulnerable to experience (and) strengthening the emotional alternative offers and the defector. relationship with the customer through emotional ties may be the most effective in Generic Competitive Strategies building Retention Equity.” In his seminal text, Competitive Strategy, Within Las Vegas the drivers of Retention Porter identifies the generic strategies of Equity are loyalty programs, special Overall Cost Leadership and Differentiation, recognition and treatment programs, affinity however there are problems in applying programs and community programs. these holistically to Las Vegas as various segments are targeted, where operators seek Managing The Customer As An Asset differentiation as well as cost leadership in “Managing the customer as an asset is more room rates. Within the core product – critical to a firms success than ever before for gambling, a low cost leadership approach is three reasons. First, marketers who take an difficult as there can be little variance in the asset based view of the customer make better price of a bet (although through discounts decisions than those who limit themselves to and offers, the benefits offered may offer product brand or transaction views. Second, effective discounts on the price of a bet, or the today’s computing technology makes precise odds may differ slightly). The secondary customer asset management possible…. product - the room, may be a price leader, but Finally, changes in market conditions, driven if room rates are reduced too low, the value by advances in information systems, proposition disappears. Facing the intense communications and production, will help competition seen in the current economic companies that understand and manage the downturn, many resorts have not operated values of each international customer to rooms profitably. overtake, and then displace, mass marketers.” As noted previously, a key aspect of Las Blattberg’s thesis features the several stage Vegas development has been in customer lifecycle where customers are: differentiation and where the product is generic a producer or operator must seek to [4] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

create differentiation around the core data to determine their customer base and product, whether by creating a theme, brand sought to develop relationships in order to or other aspect, but some aspects have understand the motivations of non-core greater value to different customers. clients and increase their customer value by rewarding customer behavior. The outcomes of this successful Outside-In strategy allowed Strategy Implementation: Inside-Out vs. Caesars to expand efficiently and increase Outside-In profits from $102m in 1998 to $398m in In implementing differentiation strategies, 2005. Treacy and Wiersema take the view that a Day and Moorman further develop their company determines what segment they wish platform to include value leadership, which to target, then develops a business strategy to includes product innovation, developing the suit accordingly. brand in order to seize focus and initiative in “No company today can succeed by being all the sector. things to all people, it must instead find that unique value that it alone can deliver to a Understanding Loyalty chosen market...The first value discipline we Ayling (2006) notes four types of loyalty. call operational excellence… the second value Contractual Loyalty is based on a formal we call product leadership…the third we have agreement, which is not applicable in this named customer intimacy.” type of relationship. Much of these strategies are dictated by Transactional Loyalty is identified as business capabilities and evidence of this loyalty based on price, value and convenience. approach is seen throughout Las Vegas. This is easily to stimulate using rewards and Contrary to this Inside-Out view is the benefits and is prevalent throughout Las Outside-In approach as advocated by Day and Vegas particular by Caesars and MGM. Moorman; Functional Loyalty is based where the “Inside-Out companies narrowly frame product differentiates or is perceived to be their strategic thinking by asking “What can superior, offers a particular benefit or where the market do for us?” rather than, “What can the customer associates with that particular we do for the market?”. The consequences of product. This is evident in the case of some of Inside-Out versus Outside-In thinking can be the MGM resorts where the resorts are seen in the way many business-to-business targeted for segments, or the Wynn and firms approach customer solutions. The Venetian, which are aspirational resorts, thus Inside-Out view is that solutions “are bundles Functional Loyalty and resort positions are of product and services that help us sell more. set to align. “The outside-in view is that “the purpose of a Finally, Emotional Loyalty is based on an solution is to help our customers find value appeal to values. Whilst this may apply within and make money- to our mutual benefit” (See retail, this is an unlikely source of loyalty Figure 1). within the gaming environment, unless the In order to pursue an Outside-In strategy, a source is of an intangible nature, like a “lucky” company must have real insights into the casino or where a uniquely positive market by being aware of both customer experience occurred, such as a wedding or behavior and competitor movement. Thanks engagement proposal. to technologies such as the internet, loyalty Unlike conventional loyalty, where cards and customer tracking, this is now investment is made to attract initial achievable. customers, the challenge to the operators is In implementation, a company must look at on customer retention and it is this area how they offer value to customers - the (transactional loyalty) where the operators customer is viewed as a business asset with focus most of their effort, once customer value. Harrah’s/Caesars collected customer value has been identified.

Lovat | Pyramids to Players Clubs [5]

Gaming Strategic Loyalty Although declining, at 38.2% (c. $5bn) of The gaming sector realized the benefits of total revenue, gaming is still the largest single transactional loyalty and on-going customer source of income and the catalyst that has value early and since delivered ways to enabled the development of the modern Las harness this. Vegas casino resort. The concept of player clubs and customer Casino games fall into several categories. tracking grew from this sector. There are table games of chance, (roulette, Harrah’s/Caesars growth is seen as the baccarat and craps) games where skill market benchmarks in this field. Today all reduces the odds, (poker and blackjack) and operators operate player clubs, but not all use fixed odds games, where the distribution is the Harrah’s/Caesars analytical approach predefined at a percentage of receipts (slots) using customer behavior to develop their Based on probability, the house advantage strategies from an Outside-In perspective, or ensures that casinos will win over time. This use the data to try and engender some form advantage to the house is known as the hold, of incentive to focus spending on a particular the theoretical win or the expected value (EV) resort or generate reward. and the greater the EV the higher the house margin. Behind the Curtains There is a misconception that operating a Rooms casino is a license to print money, however Little research is available on the evolution the evidence shows a more nuanced picture, of the casino resort room, however whilst particularly when one looks at Las Vegas in high roller rooms were always notable for entirety (See Figures 2, 3) their opulence, the focus of resort developers After a sustained period of growth, gaming was not on the emphasis of the rooms until revenues on the fell sharply in the development of the Rio and latterly 2007. This coincided with an expansion of Venetian which sought to use rooms to supply in the market, with City Center (5,800 differentiate from other Strip operators in the rooms), Cosmopolitan (3,000 rooms), Encore convention market and offered all-suite (2,000 rooms) and Palazzo (3,000 rooms) resorts with the smallest room at 650sqft. opening between 2007 and 2011 and over Since this period and the subsequent 9,000 rooms withdrawn aborted development of strip resorts between 2005- developments Fontainebleau (3,889 rooms) 2011, standard strip resort rooms have and Echelon (5,300 rooms). become larger and better equipped. Whereas This shift has led to a refocusing on the rooms were “comped” or sold at discount in market in an attempt for the operators to not the past, today as noted above in Chart 3, just capture new customers but also to rooms provide the second largest component develop an emphasis on loyalty in order to of strip resort revenues today. preserve market share. From 1984 to 1999 gaming returns were Food, Beverage and Nightclubs the dominant source of revenue for casino Las Vegas has become a key culinary resorts but in 1999 combined non-gaming destination in recent years with 21 Michelin revenues exceeded those of gaming revenues. Stars found in 16 restaurants on the Strip Much of this change comes from the alone. These may be appealing to a high-end development of the Strip resorts. 1999 segment seeking a unique experience, but one marked the opening on the Venetian and the can stay and play at one resort and dine at first anniversary of the Bellagio, which were another and it is rare that a restaurant is a the first mega resorts catering for a high end source of competitive advantage. clientele. In terms of total returns, nightclub revenues are small, but there are reputational [6] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas benefits and the opportunity to attract certain MGM operate M life, Cosmopolitan has customer segments with a successful Identity and Boyd Gaming uses B Connected. operation. Leading players clubs can be used across retail platforms, e.g. Total Rewards can be used with retailers as diverse as Apple and Avon. Entertainment Las Vegas is a destination brand identified “Comps” with entertainment. Early casinos gave away drinks to playing Across the city, showrooms feature customers and by the end of the 1950s, RFB Broadway musicals, international comps were usual for most playing customers. entertainers and production shows. Analysis What was intended to be a privilege became of the performers is based on ticket sales and commonplace and “casinos use comps as a also per capita casino “drop” their marketing device to generate business and performances produce. management can evaluate this marketing tool Today, resorts use entertainment not just as by determining the effect of the comp policy a differentiator and profit center, but also as a on the drop.” brand enhancer to align fans of the artist and In recent years, with the advent of loyalty resort. This is notable across demographics, schemes and the ability to track play, with rockers such as Motley Crue taking a operators can accurately garner a player’s mini-residency at Hard Rock and Caesars’ theoretical value and reward play-time headliners appeal to an older market segment accordingly, based on the mathematics, but with Celine Dion, Elton John, Rod Stewart and customers now expect comps and demand Shania Twain presently on rotation, artists them; in 2011, $1.2bn (25.9%) of casino with their own customer base, cachet and resort expenses were allocated as comps, brand value cross leverage their value with slightly under payroll expenditure. the resort. Service Players Clubs From the mid-90s onwards and originating “(Gary) Loveman noted that Harrah’s from the celebrated article, “Putting The gamblers spent only thirty-six cents of every Service-Profit Chain To Work” the prevailing wagering dollar at Harrah’s…If he could get wisdom was that with top tier service, not them to spend just one penny (more) of every only can loyalty be achieved, but also the wagered dollar at Harrah’s, Harrah’s annual customer will be an advocate or “apostle” for earnings would jump by more than a dollar a the service provider. share.” Whilst this can be true in some industries Harrah’s/Caesars adopted several of the and although universal good service may frameworks as previously discussed around have been possible in Las Vegas of yesteryear, the topics of customer lifetime value and in resorts with 3,000-8,000 rooms and 5,000- created a tiered player’s club, Total Rewards, 16,000 guests per night, customers have high which would monitor customer behavior levels of expectation to be managed. including regularity of play, average spend The use of databases and identifying and in the case of slots, the velocity of play customer equity allowed operators to identify (how fast the customer pushed the button!). different values and needs of their guests, This also allowed the company to tailor therefore they could efficiently deploy the promotions for the customer and monitor levels of service needed to achieve retention, performance versus probability. loyalty or to avoid defection, and develop a Today all leading resorts operate player proposition appropriate to value of the clubs. Wynn operates Red, LVS have Grazie, customer.

Lovat | Pyramids to Players Clubs [7]

A consequence was the raising of standards In order to understand why there were for mass market gaming consumers, high such high satisfaction ratings and repeat levels of service are a basic expectation in all custom to Las Vegas we asked a series of resorts. Thus the customer service inflation questions relating to services facilities and evident prompts the question of whether expectations: competitive advantage is really to be gained The majority of visitors who come to Las by offering such high levels of service. Rather, Vegas have high expectations; irrespective of having raised expectations, there may be a price, first class service is expected and the cost to not meeting the customer’s facilities must be market leading. expectation, particularly in the highest end of Moreover, only a small minority have not the market. had their expectations met. We asked respondents which of these Who Are the Customers? influenced the resort that they stayed in and During the course of this research we if they were Key, Important, Taken Into undertook primary research, which holds a Consideration or Not Relevant. confidence level of 95% and a confidence (See Figure 4) interval of 4.25% Thus we identify the main drivers in Our dataset shared much of the profile of influencing customers’ decision-making. the LVCVA sample; c.90% of respondents For 91% of respondents price is important, were repeat visitors. 50% had visited over 5 for 43.3% it is key and only 7.3% of times in the past 5 years. customers who claim price is not important. We developed a detailed profile of various On the theme of price we asked if level of customers and their requirements. “comp” affects where the customer stays, to 26% of visitors are fairly, but not totally which 59.8% said it was relevant and 40.2% loyal (where loyalty is being measured as said it was of no relevance. repeat patronage) and 65% actively stay in Therefore, despite all the differentiation different resorts, therefore suggesting within strategies, customers are generally price the Las Vegas market, the majority of sensitive and a slight majority are highly customers do not currently display loyalty in sensitive to their “comp”. terms of repeat patronage. Indeed, even the 17.4% of the respondents had hosts, which “fairly loyal customers” like to try somewhere is a small but significant minority at it new. identifies those customers with an existing Of those that always stay in the same resort, relationship. we note that the most frequently visited A small majority of customers with hosts resorts were The Wynn and Flamingo (17%) either always stay in the same resort (27.6%) and Caesars Palace, Mirage, Encore, MGM or mainly, stay in the same resort (26.2%), Grand and the (14%). thus we note that those customers with a host Of the visitors who have stayed over 5 are significantly more loyal than those times, 22.6% say that they always stay in the without, however there was little loyalty to same resort and 66% mainly stay the same the particular host, with only 10.7% of resort but occasionally try somewhere. This is respondents claiming to move resorts if their more than just repeat patronage and is host moved. indicative of loyalty, but also indicates a The Total Rewards players club is the desire to seek different experiences. largest (70% of visitors hold the card), but Therefore we can assume that the more MGM’s M life has gained significant traction frequent and experienced the guest is, the since its launch with 67.8%. Wynn Red and greater the chance they have of finding a Grazie are held by 43.3% and 40.3% of resort that they prefer, but will still continue customers, respectively. to seek different experiences The data further suggests that Total Experiences card-holders hold cards from [8] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

other resorts; of Total Rewards card holders 83% hold Mlife cards, 53% hold Grazie, 54% Segmentation Analysis - Duration have Red and 27% are members of another We examined if there were significant players club. differences based on duration of trip in Las Total Rewards cardholders are also more Vegas, but there was nothing notable in the likely to be regular visitors to Las Vegas - majority of the findings. With those staying 67% have visited over 5 times compared to over 5 days on an average trip, there were no the average of 55% of general visitors. dominating factors influencing decision- Of those who were not members of any making, with bedroom quality only slightly players club, most were infrequent visitors above the average. with 38.5% only having been once and the For those staying longer, price sensitivity is same amount having visited twice or three a greater issue and the level of “comps” is times in the past 5 years. significantly less important. Of those who were not members of players 27.9% of visitors staying for over 5 days clubs, 50.1% were under 35, compared to the were from Europe and 16.0% from Canada, sample total of 34.4% within that age range. compared to 13.6% and 9.42% from the respective countries within the sample. Segmentation Analysis- Customers’ Gambling Habits Segmentation Analysis - Budgets Unsurprisingly, a disproportionate amount We filtered the findings based on the level of those regularly visiting casinos at home of spend to identify any noticeable trends. have been to Las Vegas over 5 times in the The key finding is that for those with a past 5 years (65%). In terms of their smaller budget, resort price is of real influences, player clubs (44%) and resort importance as 72.1% state that price is the location (50%) have the highest significance key determinant of decision making, versus for this segment and the Flamingo is the most the average of 43.3%. popular resort (which may because of comps Those on a small budget are less likely to be or offers through player clubs). a member of a players club (and therefore not Those who never visit local casinos, cite tracked) and are more likely to be influenced bedroom quality (50%) and resort by a deal on social media. This segment is appearance (53%) as key in influencing their slightly younger than the rest of the sample. decision-making. Those who spent £5,000-10,000 were more Almost 90% of frequent gamers are Total likely than average to be loyal to an individual Rewards cardholders and only 75% M life resort and are typically more demanding of holders. Within this segment, 75% are the facilities on offer. influenced where they stay by the size of their 73.6% of this segment hold membership of “comp”, which proves that the value of the the MGM Players Club, M life, compared to the comps to the gaming segment as players are sample average of 67.8% and are tone of few evidently lured by incentives. segments more likely to be members of Mlife When we cross-reference this data with the than Total Rewards. They are less likely to be LVCVA findings, we note that there is a influenced by offers on social media (58%) marked decline in average gaming spend per and 23.6% say that price is unimportant, customer. This leads us to ask whether the compared to the average of 7.34%. This tells “traditional” gaming customers are gambling us that in the medium range and largest less or if the overall increase in visitor segment, MGM Resorts are a preferred numbers, including non-gamers, is skewing operator with a price premium associated. the figures. The answers will be held by the Of those with a budget of $10,000 and operators’ datasets, but will have real value in upward there are some interesting trends. determining the extent of the shift in value This segment are three times more likely to between gaming and non-gaming customers. have stayed in Caesars Palace (63.6%) than

Lovat | Pyramids to Players Clubs [9]

the average (27.2%) proving that Caesars resort. This group has higher than average Palace still has the power to attract (or expectations in the facilities (74.1%). target) larger gamers. For this segment In understanding what influences this 72.7% say that bedroom quality is the key segment we note that the range of bars is a influence in choosing the resort (sample higher priority (47.7% key or important) average is 41.8%) and friendliness of staff is than average (28.3%), the bedroom quality is significantly above the average (36.4% to slightly more key or important than average 28.5%) in the key influences. They place (90.6% to 85.0%), just outside the margin of significant importance to star rating of the error. resort (81.9% say it is either key or important, Significantly, nightclubs are dispro- compared to the sample average of 50.3%) as portionately attractive to this segment they only to want a premium experience and (45.3% to 1.4%) and both the swimming pool the star rating gives external validation of this. and themes are slightly more important than Whilst none say room price is key in average, however the odds on the tables are making the decision 54.5% say it is important, of less relevance. so price remains a determinant even in this This segment is significantly less likely to be segment. a member of a player club with over 25% not Of spenders of more than £10,000, 72.4% being a member of any, compared to a sample have a host, (compared to the average of average of 15.6% 17.4%) but there is a lower than average Otherwise, the spending patterns of this membership of players clubs, with the group do not alter significantly from the exception of the Wynn Players Club - Red, at sample average. 54.5% compared to 43.3% on average. This Ages 29-35 are also are slightly less inclined may be because of the integrated room to be members of a players club and do not key/players club card that the Wynn operates, differ from the sample average in any compared to a separate card so there is no significant way, other than a slightly higher requirement to physically join the players importance placed on the range of club. restaurants in a resort. 81.2% of this segment is influenced by the The 35-45 profile are slightly more likely to levels of their “comp”. try different resorts (65.3%) to (62.6%) and 54.5% say that nightclubs are key or therefore more keen on experimenting than important, compared to the sample average average, however they are slightly more of 8.64%. 36.4% of this high expenditure likely than average to be members of players bracket is aged 29-34 and 54.5% are from clubs, but notably 73.9% are members of outside the USA. 36.4% of these players state Mlife and 71.8% are members of Total they never visit a casino in their home Rewards. jurisdiction, which is above the sample The decision-making influences do not average of 23.1%. differ from average in many ways; however Thus, for the segment spending over this segment is more aware of the odds and $10,000 the overall experience is limits of bets than the average and is substantially more important than just probably less keen to play in lower odd gambling. environments seeking preferable odds and bets which are aligned with their budgets. Segmentation Analysis- Age Within the youngest age group, (21 – 28) it The segment aged 46-59 visits Las Vegas is unsurprising to note that this group have more frequently than others, with 66.9% visited less frequently than the overall sample, having visited over 5 times in the past 5 years, but a similar amount state that they plan to compared to 55.7% in the sample. This return within the next 12 months. Within this segment is more pragmatic, expecting less sector the MGM Grand is the most frequented than average in terms of service and facilities, [10] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

but still has over 90% satisfaction ratings. For Curiously, FLCs are less likely than average this segment, price is less of a key influencer to be members of a players club, but 27.8% (37.3%) than average (43.3%), but a higher have a host compared to 17.4% on average. percentage are members of players clubs. Total Rewards was the most widely held card. Within this segment most key influences in 67% of FLCs were from the USA (excl. decision-making were slightly below the Nevada and California) and 10.2% from average indicating a less polarized decision Canada. making process. However, 61.0% of FLCs are likely to spend more on the visits, respondents believed that the Players Club with 22.5% of respondents having a budget of element was either a key or important over $5,000 compared to 15.8% of those influencer in decision-making, compared to respondents. 94.6% plan to return to Las the average of 55.7%. Vegas within 12 months. 96.3% of 46-59 year olds plan to return to In concluding our customer analysis, we Las Vegas within 12 months. note that 26% of visitors are fairly, but not 64% of the over 60s have visited Las Vegas totally loyal, and that 65% are active in over 5 times in the past 5 years and all are choosing different resorts each visit. multiple visitors. This segment is more loyal (12%) always stay in the same resort, but Strategy in Action 32% are willing to try something new. So how do the operators, with a similar With this segment key influences are not so range of limited marketing options affect pronounced with bedroom quality the key strategic advantage? influence, less a factor than the average. They all have players clubs, hosts, offer a However, poker was important for 28% of the wide range of facilities and advertise in key respondents as were the odds on the table markets. They offer a similar broad range of games. facilities, dining and entertainment options, For this segment gambling is still some of which are used as key marketing significantly important, including players attributes. All the major resorts profess to be clubs, which are a key influencer for 44% of customer service market leaders. this segment, compared to 27% of the sample. Where the resorts differ is in how they This segment tends to stay in Las Vegas for approach the customer value proposition; are longer than average; 40% stay over 5 days these operators offering an Inside-Out or an compared to a sample average of 27%. 100% Outside-In strategy and moreover, are these of all respondents within this segment plan to effective in achieving loyalty? return to Las Vegas within the next 12 months. Resorts Adopting the Outside-In Approach The most valuable customers are those who To develop a successful Outside-In have been to Las Vegas on multiple visits and approach, resorts must have the ability to either always or mainly stay in the same capture customer data and be able to make resort and we define these as frequent loyal decisions based on their market, and be able customers (FLCs) to develop customer value and profitability Only looking at key factors in their decision- through loyalty. We note two prime examples making, the friendliness of staff is more of this approach in Las Vegas operators. important in this segment than the average The foremost example of Outside-In (35.8% to 28.5%) as are player clubs (35.2% adoption in Las Vegas is Caesars, who built to 27.0%), whilst 12% cite luck as key when their success on the ability to capture choosing a resort. Resort location was slightly customer data from Total Rewards users and less important for FLCs at 49.1% to 53.8% develop an offering for their customers with average. an aim of increasing visitation. For FLCs, price was less a key concern than For a sustained period it looked that this the average (36.5% to 43.3%). strategy was successful, but in the extreme

Lovat | Pyramids to Players Clubs [11]

competitive environment of recent years, Those resorts that have had the ability to when faced by competitors creating rebrand and successfully identify market additional high-end (and superior) room segments have performed well. An example is inventory, developing new leisure facilities, the Hard Rock Hotel which developed a replicating Total Rewards by developing their customer intimacy strategy, where although own players clubs (albeit with less there are “better” or cheaper alternatives, functionality, but this is of no concern to the there is alignment from customer to brand customer) and price reductions across the offering the customer values and service city, this strategy alone needs revisiting. customization. Similarly, have taken a similar view. Whilst it is unlikely Mr. Operators’ Strategies for himself visits and experiences the Competitive Advantage competition within Las Vegas, it is clear that Las Vegas has expectation inflation, with his team do. With the benefit of an integrated 64% of respondents believing service should room card and players club, the customer can be first class irrespective of budget and a be (and is) tracked in the Wynn properties similar number deeming that facilities in Las with a comprehensive dataset obtained. Vegas should be market leading. We also note Wynn’s value proposition is to be the that only 39% of those respondents have had leading luxury provider, so within a limited experiences that matched their expectations. pre-defined market, they can harness customer expectation and develop Caesars Entertainment capabilities to meet this. Total Rewards allowed Caesars to gain a competitive advantage on its rival operators Resorts Adopting the Inside-Out Approach for many years, but this is rapidly eroding Within MGM’s portfolio, we can see all due to availability of other CRM software and strategies evident, from the Bellagio the emergence of other players clubs, such as advocating Product Leadership, Aria focusing M life. Caesars calculate the customer’s on Customer Intimacy (within an identified Average Daily Worth (ADW) and based on segment) and several resorts showing this initial criteria, to determine if the Operational Excellence, which is reflected in customer is a low, high or ultra-high value price and position, based on the management player. Analysis is done on age, location and strategically developing strategies for each on inclining or declining spending patterns, resort. with a focused investment based on these The other resorts that do not operate on a patterns to increase ADW by adding portfolio basis adopt a particular strategy. incremental spend. 80% of play is tracked. Newer resorts, such as The In recent years, Caesars has sought to Venetian/Palazzo and The Cosmopolitan have maximize the information within the sought to develop the best product for their database, with such a focus on adding markets and have attracted both praise and a additional revenues, there was evidence that strong position in their market segment. service proposition to the high-rolling gaming The legacy resorts have had a challenge to demographic suffered, with much of this successfully rebrand and find a segment to custom migrating. Moves to expand Total attract. Frequently there is a default position Rewards outside of gaming and into retail of developing a cost-leadership strategy, partnerships may be an interesting corporate where price rather than attributes play a strategy, but may offer limited value, in dominant role. However, this has become a particular to younger demographics who are zero-sum-gain as when rooms sell below cost, not incentivized by incremental discounting. both the proposition and the bottom line are Acknowledging the rise of non-gaming diminished. visitors to Las Vegas, Caesars has focused on attracting this segment. Total Experiences, a [12] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas group planning service was established and Aria, but evidence was that whilst they liked significant resources have been directed to elements of the City Center offering, existing Project Linq, an open-air pedestrian area in customers reverted to their previous the center of the Strip. As location is preferences, which (notably the Mirage and important to many visitors, this should not MGM) have functional loyalty. just drive revenue, but re-orientate footfall A feature of MGM’s Las Vegas offering is from competing attractions on the Strip. that the resorts are competing against other With capex cycles typically longer than properties within the group; the target other resorts and the development boom demographic is similar for Aria, MGM and increasing quality inventory in the city this Mandalay Bay and The Luxor, Mirage and may pose a structural problem for the MGM are in a similar space, as are Circus operator. Circus and Excalibur. Caesars has sought to take advantage of As an operator, there is no holistic bid for portfolio commonalities as a way of gaining competitive advantage in a single segment, competing advantage and increase cross rather through a diverse offering MGM can selling. This form of loyalty is transactional, target every element of the market, whilst where benefits can be obtained by maintaining a room offering that retails above aggregating operational elements, such as the cost. Buffet of Buffets (a 24 hour buffet pass for $45), All Stage Pass (tickets to 20+ shows for Las Vegas Sands $99) and All Night Pass (7 nightclubs for $45). LVS has achieved competitive advantage in Caesars focus on their branded offering, two ways. Firstly, by seeking a non- seeking to align particular brands with conventional business model in conception, market segments, including The Pussycat where gaming was not the intended primary Dolls, Planet Hollywood and celebrity chefs, driver and the lodging offering was superior including Gordon Ramsey and Guy Savoy. As in terms of size and amenity than the pre- owners of the WSOP brand, Caesars has existing market which was ideal for corporate access to an important market segment and and convention travelers. It was brand and when online gaming is legalized, there will be theme focused, with a strategy encouraging an ideal opportunity to align Total Rewards older leisure visitors for a recreational, retail points with online play as well as the and leisure experience. In this sense, The traditional land based gaming. Venetian was the first fully integrated Caesars also believe that loyalty can be purpose built Las Vegas resort. achieved through the individually focused Secondly, the pioneering drive into Asia has benefits and status that can be earned from served the LVS’ Las Vegas resorts well, as this the Total Rewards program. Caesars use their has provided it with access to the highly size, scope and scale to offer a broad, yet lucrative Asian market, similar to Boyd’s focused, strategy based on aspiration and Hawaiian strategy. The Asian hosts have been accessibility with benefits and experience integrated into their overall gaming service based rewards. and LVS brings customers from Singapore and Macau to the USA, where there is a MGM Resorts preferable tax environment for gaming. 60% The MGM portfolio of resorts is run of all LVS’ gaming revenue is from table independently with some resorts clearly games and is dominated by baccarat revenues, operating in segments and others more the game of preference for many Asian generic. players. M life has sought to improve customer While LVS dominates this Asian market, transactional loyalty by integrating customer they will have a discernible competitive spend and cross-promotion. For a short advantage over their Las Vegas rivals as they period, a focus was to divert customers to have emotional loyalty (a perception of luck)

Lovat | Pyramids to Players Clubs [13] with the industry’s most profitable customers, In early 2011, the large resorts were fearful which is difficult to achieve. of the effect that the Cosmopolitan was going to have on their business. It was smart, Wynn Resorts different, had a strong management team and Wynn Resorts are committed to excellence fresh ideas. By 2012 the fears had been as their key metric and they believe that unrealized. understanding their customers allows them The Cosmopolitan’s differentiation strategy to provide the highest standards of service was to be a non-casino casino, which was and facilities. aspirational, sleek and alternative, resonating The quality of room product continues to be with customers on an emotional level. The set a competitive advantage and their room out to create new luxury, compared to the renovation program is more frequent than likes of the Venetian and Wynn, with cool art any other Las Vegas operator, which is why and fresh retail offerings. Wynn commands a price premium on room Whilst Cosmopolitan has been successful in rates. branding and positioning, it has done so in a It is unlikely that the levels of service are space where the customers are not traditional indeed a differentiator (as all the similar gamblers and are therefore not profitable. It focused operators have similarly high is in direct competition with the MGM standards) but the personification of brand portfolio, who have the advantage of an Wynn is unique and non-replicable. Whereas established database and players club and to Wynn previously used art to create a unique a limited extent Wynn Encore. perception, The Wynn is an embodiment of TI is one of the older properties and its global excellence in a hotel resort. It has main differentiator today is price, as aligned with super luxury brands such as compared to its neighbors on the North Strip Ferrari, who have a showroom in the resort, it is significantly cheaper. For a time it was but also seeking to target the older US gaming family friendly with a traditional pirate theme, demographic who align with the nostalgia of then a raunchy pirate theme as it skewed the Sinatra era. towards the nightclub crowd but this was not Wynn studies customer data to determine successful for a sustainable period. trends and continually uses this data to Hard Rock Hotel has successfully exploited improve their offering. They use the business a brand to create an alternative offering. The information to target their marketing, if not in Rehab pool party has developed notoriety the form of free rooms as seen in Caesars but even in the somewhat permissive by issuing invitations and offering unique environment of Las Vegas and HRH continues experiences to customers. to develop this unorthodox and wild In terms of capturing loyalty, the view was narrative. This is to be further developed with that loyalty was transactional, bought by a tequila shot on arrival and Bloody Mary on segment and in value through comps. departure, which will attract a particular However, research suggests that Wynn segment that other resorts probably do not actually has functional loyalty from its seek to attract. The culture and paradigm customers, but even then, The Wynn has to be created by the fusion of brand and operation as competitive as even loyal satisfied may prove this strategy effective and whilst customers migrate. those partaking in the experience consent and contribute, this may prove a competitive The Independent Resorts strategy that is both sustainable and The independent resorts have limited achievable. methods to obtain sustainable competitive The Tropicana has undergone a substantial advantage for the entire market, but within makeover to a bright, creatively styled resort segments and sub-segments, effective with a country club atmosphere. However, campaigns can be seen. the target market segment of mid-priced [14] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas traveler and smaller conventions has understated as the experience has moved full substantial competition and even with a circle. We note the early operators developed comparatively priced product, there may not resorts from an Inside-Out perspective enough to differentiate the offering from the catering for different defined segments, such rest of the market. as Dalitz’s Desert Inn, Binion’s Horseshoe and The Downtown resorts have the slight Sarno’s Circus Circus spectacle. advantage that they are operating in a smaller These resorts were successful because the sub-market, with The Plaza and Golden operators developed for customers that they Nugget in competition as the premier resorts knew (we recognize it was Bennett, rather Downtown. In terms of location, they are at a than Sarno who successfully repositioned disadvantage to strip resorts for the high Circus Circus, few would accept that Bennett rollers, but there is plenty of alternative could have conceived the concept.). business. Ultimately when this was lost (such as when The Palms is dual segmented, offering was the main acquirer) the looser slots than the strip resorts (which is a resorts’ quickly lost alignment with competitive advantage for the local players) customers and declined. and aligned branding with MTV. For a period When The Mirage opened and the modern the Palms Resort was the ‘hip’ place, however integrated Las Vegas Strip resort was that has been superseded by the dominant, for the first time international Cosmopolitan and Hard Rock, who have gamblers and families shared amenities targeted and captured the Palms’ clients with under the same roof. Operators used external a newer offering. design (Pyramids and Eiffel Towers) and Las Vegas is a uniquely competitive market themes to differentiate their product. place, with operators using many tools to try Three key events took place between 1998 and capture market share and repeat custom. and 1999 that changed the way that Las Vegas operated. These were the opening of Developing Competitive Advantage the Bellagio - a “mega-resort” targeted Las Vegas is a unique destination. It is exclusively for high-end gamers, The highly competitive and can be a highly Venetian opened, where gaming was only one profitable business environment with of several key revenue drivers and Gary successful operators sharing the revenue Loveman joined Harrah’s bringing a increases from $2bn in 1984 to over $14bn “structured” approach to marketing the today. product by using data to segment and focus In our research we analyzed customer on customer equity. decision-making and it is evident that the four The outcome of the 2000s was rapid key influences in decision making affecting a development, but many of the successful weighting of over 70% in the key and resorts during this period focused on important factors were, resort location, identifying their customer and developing a bedroom quality, resort appearance and specialized segmented offering (such as the friendliness of staff. Palms) and those that reverted to Based on our research we reach four differentiation by theme alone, such as the conclusions for operators: Aladdin, failed. With the information obtained throughout Focus this research we identify five strategies that A multi-segment focus is no longer Las Vegas operators must recognize and sustainable and a clear plan for holistic understand: differentiation based on market segmentation Dalitz-Wynn must be adopted. Sarno-Boyd The importance of understanding the • Binion-Rust history and evolution of Las Vegas cannot be • Outside-In/Blattberg • •

Lovat | Pyramids to Players Clubs [15]

-Kerkorian(Inside-Out) Currently the smaller niche resorts have (See Figure 5) focused on innovation in developing their Based•Bennett on the intense competition and segmented strategies to compete against the nature of the product, a standalone price larger groups, seen in the Cosmopolitan, leadership approach is not viable in Las Vegas Tropicana and Hard Rock. This is currently as it is in other products. Resorts that have offering them a series of short-term taken this approach require reorientation or competitive advantages within particular they will face closure. segments. Being the first has allowed LVS to take the Delivery initiative and dominate the Asian market. Resorts do not exist in a vacuum; if a Across operators there needs to be a resort’s value proposition diminishes, refocus on creating and trialing innovative customers will migrate. projects and strategies, particularly within Some loyalty exists with frequent the larger corporate gaming companies as the customers as they have experienced different prizes for innovation are worth the risk. resorts and made a decision based on alignment, which could be based on a number Export: of factors from price to bars. Conceptual Las Vegas is bigger than actual Customers in Las Vegas have a perception Las Vegas. of their own value, sometimes overinflating PwC reports global gaming revenues are their worth, sometimes not. This manifests expected to increase by 25% in the next 5 itself in expectation of a particular level of years. Based on one operator’s assessment service or “comp”, which if it falls short, will that, “gamers practice online and play for real leave the customer disenchanted. in Vegas” Las Vegas’ casino operators are in a The Caesars and MGM model of transparent unique position to export and exploit their “comps” based on spend has its advantages, intellectual property and proven strategies. but as some operators believe that all players As we note from the Harrah’s/Caesars can be “bought”, the actual delivery of the growth, when there is a relationship between product and customer experience must not customer and a local presence, the customer disappoint and by judging on the findings is more likely to spend in a particular resort. (56% had only had their expectations met Las Vegas operators need to develop online sometimes) there is certainly scope for hosts to develop alignment with international improvement. customers who play the free and real online Hashimoto is incorrect that service is the platforms. The online platform can be only differentiator, but of the four key accessed 365 days per year and allow influences, it is the easiest and least customer-operator interaction not just when expensive to improve. directly interfacing in Las Vegas. 3D software can render entire resorts to a Innovate virtual platform, enabling an online gambler The prizes for innovation are great. to be able to walk down a virtual strip, Whether innovation is a loyalty scheme, a accessing the operators’ intellectual property, dancing fountain or a presence in Macau, to but moreover allowing them to play an be the first at something gives the operator a operator’s tables or slots, see the Bellagio period of competitive advantage. fountains or watch a live-stream of Celine Whilst counterintuitive to those schooled Dion, creating a true 24 hours a day, 7 days a on probability and careful decision-making, week gaming and social media platform the successes of Loveman, Wynn and Adelson available on PC, tablet of phone. were based on taking a gamble and The failure to embrace and exploit global innovating. markets accessible through the internet, even outside of the US jurisdictions, is a clear [16] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

omission by the key operators who are Las Vegas casino centric. About the Author Conclusions Oliver Lovat is a Partner of The Denstone We set out to understand how Las Vegas Group. He completed his MBA at Cass operators achieve competitive advantage, Business School, holds an MSc (Dist.) in Real with loyalty as the key metric. We sought to Estate Investment from the University of identify why customers make their decisions Reading and a BA (Hons) in Social Science. in selecting Las Vegas resorts and how Las Lovat is a member of the Royal Institution of Vegas operators target those customers, with Chartered Surveyors (Finance and the hypothesis that the operators cannot Investment Faculty), a tutor at the College of achieve loyalty in this competitive space. Estate Management and is a past recipient of We conclude that emotional loyalty is the RICS student award. He developed and unachievable, but forms of conditional leads an annual MBA elective at Cass Business transactional and functional loyalty can be School titled, Las Vegas: Strategic Marketing gained within particular segments. The In Action. challenge for operators is to understand their customers enough to align the correct This paper was published July 2012 as the strategy and achieve loyalty. nineteenth in the UNLV Center for Gaming Research’s Occasional Paper Series, accessible online at http://gaming.unlv.edu.

Lovat | Pyramids to Players Clubs [17]

Figures

Figure 1: Outside-In vs. Inside-Out Strategies (Day & Moorman)

[18] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

Figure 2: Las Vegas Strip Revenues 1984-2011 ($bn)

18.00 16.00 14.00 12.00 Total Revenues 10.00 Gaming Rooms 8.00 Food 6.00 Beverage 4.00 Other 2.00 0.00

Source: Nevada Gaming Commission and State Gaming Control Board

Figure 3: Distribution of Revenues 1984-2011 on the Las Vegas Strip (%)

70.0%

60.0%

50.0% Gaming 40.0% Rooms 30.0% Food Beverage 20.0% Other 10.0%

0.0%

Source: Nevada Gaming Commission and State Gaming Control Board

Lovat | Pyramids to Players Clubs [19]

Figure 4: The Drivers of Customer Decision Making

[20] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

Figure 5: Summary Outline of Strategies

Key Customer Decision Strategy Features Of Strategy Market Segment Making Influences (Survey Defined)

Market leading product 1. Bedroom Quality for high-end customer 2. Resort Appearance base. The operator must High-End Gaming Dalitz-Wynn 3. Star Rating know the customer and Customer 4. Location deliver on highest 5. Player Club standards.

Be different. Seek to 1. Location develop what is not in the 2. Bedroom Quality Non-Traditional Sarno-Boyd market already and 3. Resort Appearance Customers bringing in non-traditional 4. Friendliness of staff customers. 5. Swimming pool

1. Players Club Looking at customer 2. Bedroom Quality lifetime value (customer Frequent Gaming Binion-Rust 3. Resort Appearance equity) seeking loyalty Customers 4. Friendliness of Staff through retention 5. Choice of Games

Understanding and 1. Location satisfying customer needs. 2. Players Club Outside- Delivering new value, Existing Las Vegas 3. Bedroom Quality In/Blattberg leverage brands and Customers 4. Resort Appearance assets, reinventing for 5. Friendliness of Staff. competitive advantage.

Focusing on internal Bennett-Kerkorian All Customers, Self- expertise and identifying N/A (Inside-Out+) Segmenting segments.

Note: Bill Bennett was the owner/manager of Circus Circus and Mandalay Resort Groups between 1974-1995. He developed resorts for specified segments, in particular grind players and families.

Lovat | Pyramids to Players Clubs [21]

Works Cited

"COMPANY INFORMATION." Wynn Resorts Investor Relations. Web. 1 May 2012. .

"COMPANY OVERVIEW." Company Overview. MGM Resorts. Web. 01 May 2012. .

"Investor Relations." Caesars Entertainment Corporation -. Web. 01 May 2012. .

"Research Stats & Facts - LVCVA.com." LVCVA.com - Official Site for Las Vegas Meetings and Travel Professionals. Web. 12 Sept. 2011. .

"The Venetian - Resort, Hotel, Casino." Las Vegas Sands. Web. 01 May 2012. .

Atherton, Mike. Gambling. London: Hodder Paperbacks, 2007. Print.

Ayling, Stuart. "Getting More Loyalty From Clients." Web log post. Marketing Advisor Update. 23 Jan. 2006. Web. 3 May 2012. .

Benston, Liz. "Everything Las Vegas Issue # 766." Everything Las Vegas. 17 Aug. 2011. Web. 01 Mar. 2012. .

Benston, Liz. "Will Vegas Advertising That Worked Before, Work Again?"LasVegasSun.com. 27 Sept. 2009. Web. 22 Feb. 2012. .

Bernhard, B. Green, MS, Lucas AF. "From Maverick to Mafia to MBA : Gaming Industry Leadership in Las Vegas from 1931 through 2007" Cornell Hospitality Quarterly 2008 49: 177 Available at http://cqx.sagepub.com/content/49/2/177

Binkley, Christina. Winner Takes All: Steve Wynn, , Gary Loveman, and the Race to Own Las Vegas. New York: Hyperion, 2008. Print.

Blattberg, Robert C., Gary Getz, and Jacquelyn S. Thomas. Customer Equity: Building and Managing Relationships as Valuable Assets. Boston, MA: Harvard Business School, 2001. Print.

Denscombe, Martyn. Good Research Guide: for Small-scale Social Research Projects. Buckingham: Open University, 2010. Print.

Denton, Sally, and Roger Morris. The Money and the Power: the Making of Las Vegas and Its Hold on America, 1947-2000. New York: Alfred A. Knopf, 2001. Print.

Earley, Pete. Super Casino: inside the "New" Las Vegas. New York: Bantam, 2000. Print.

Fenez, Marcel. PwC Global Gaming Outlook. Rep. Print. [22] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

Grant, Robert M. Contemporary Strategy Analysis. Malden, MA: Blackwell Pub., 2008. Print.

Griffin, Dennis N. The Battle for Las Vegas. Las Vegas, NV: Huntington, 2006. Print.

Hashimoto, Kathryn. Casino Management: a Strategic Approach. Upper Saddle River, NJ: Pearson Prentice Hall, 2008. Print.

Heskett, James L., and W. Earl Sasser and Joe Wheeler. "The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Journal of Service Management 21.3 (2010): 413-17. Print.

Johnson, Gerry, Kevan Scholes, and Richard Whittington. Exploring Corporate Strategy. New York: Prentice Hall, 2006. Print.

Kennedy, Eileen Nancy . An empirical analysis of the reasons why guests select and return to Las Vegas hotel/casino properties. MA Thesis, University of Nevada, Las Vegas, 1998.

Kurtzman, Joel. Common Purpose: How Great Leaders Get Organizations to Achieve the Extraordinary. San Francisco: Jossey-Bass, 2010. Print.

Loveman, Gary. "Diamonds in the Data Mine." Harvard Business Review (2003): 109-13. UNLV. Web. .

May, Tim. Social Research: Issues, Methods and Process. Buckingham [UK: Open UP, 2001.] Print.

McNeill, Patrick. Research Methods. London: Tavistock Publications, 1990. Print.

Pileggi, Nicholas. Casino: Love and Honor in Las Vegas. New York: Simon & Schuster, 1995. Print.

Porter, Michael E. Competitive Strategy: Techniques for Analyzing Industries and Competitors. New York: Free, 1980. Print.

Rankin, Jay. Under the Neon Sky: A Las Vegas Doorman's Story. United States: Jay Rankin, 2009. Print.

Robinson, Sionade, and Lyn Etherington. Customer Loyalty: a Guide for Time Travellers. New York: Palgrave Macmillan, 2006. Print.

Rumelt, Richard. Good Strategy Bad Strategy: The Difference and Why It Matters. Crown Group, 2011. Print.

Rust, Roland T., Valarie A. Zeithaml, and Katherine N. Lemon. Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. New York: Free, 2000. Print.

Schumacher, Geoff. Sun, Sin & Suburbia: an Essential History of Modern Las Vegas. Las Vegas, NV: Stephens, 2004. Print.

Schwartz, David G. Suburban Xanadu: the Casino Resort on the Las Vegas Strip and Beyond. New York: Routledge, 2003. Print.

Lovat | Pyramids to Players Clubs [23]

Schwartz David G. Nevada Casinos: Departmental Revenues, 1984-2011. Las Vegas: Center for Gaming Research, University Libraries, University of Nevada Las Vegas, 2012.

Sheehan, Jack, and Geoff Schumacher. Forgotten Man: How Circus Circus's Bill Bennett Brought Middle America to Las Vegas. Las Vegas, NV: Stephens, 2010. Print.

Sheehan, Jack. The Players: the Men Who Made Las Vegas. Reno: University of Nevada, 1997. Print.

Shook, Robert L. Jackpot: Harrah's Winning Secrets for Customer Loyalty. Hoboken, NJ: John Wiley & Sons, 2003. Print.

Smith, John L. Running Scared: the Life and Treacherous Times of Las Vegas Casino King Steve Wynn. New York: Barricade, 1995. Print.

Solomon, Michael R. Marketing: Real People, Real Decisions. Harlow: Prentice Hall, 2009. Print.

Southgate, Anna. Casino Games. Guilford, CT: Lyons, 2006. Print.

Wilson, Alan. Services Marketing: Integrating Customer Focus across the Firm. London: McGraw-Hill Education, 2008. Print.

[24] Occasional Papers | Center for Gaming Research | University of Nevada, Las Vegas

About the Center for Gaming Research Located within Special Collections at UNLV's state-of-the-art Lied Library, the Center for Gaming Research is committed to providing support for scholarly inquiry into all aspects of gaming. Through its website, http://gaming.unlv.edu, the Center offers several unique research tools and information sources.

About the University of Nevada, Las Vegas UNLV is a doctoral-degree-granting institution of 28,000 students and 3,300 faculty and staff. Founded in 1957, the university offers more than 220 undergraduate, masters and doctoral degree programs. UNLV is located on a 332-acre campus in dynamic Southern Nevada and is classified in the category of Research Universities (high research activity) by the Carnegie Foundation for the Advancement of Teaching.