Does huge pent-up demand weaken attention to customer experience: Lessons from IRCS in Macau and Singapore

Sudhir Kale, Mark T. Spence

Research output: Chapter in Book/Report/Conference proceedingConference contributionResearchpeer-review


The global casino industry is booming, with Asia accounting for most of the recent growth in gaming revenues. In slightly more than a decade, Macau’s casino revenues have increased from just over two billion dollars to US$38 billion. Singapore’s casino revenues are almost at par with the established market of the Las Vegas strip in a short span of two years. Such spectacular growth in such a short time period could easily create a feeling of complacency among top management at casino companies operating in these markets. This paper is based on the premise that strong operating results of casino companies in Macau as well as Singapore have more to do with the huge pent-up demand for gambling products among Asian (mostly Chinese) customers than with astute management orientation or strategy of casino operators. But the Asian party will not go on endlessly. Faced with increasing labor shortages, and imminent competition from countries such as the Philippines, revenue and profit growth of casino companies in Macau and Singapore will inevitably slow down. In order to survive increased competition and rising macroenvironmental challenges, casino companies in both markets will need to pay attention to their long-term strategy and invest in building an appropriate organizational culture, fostering employee identification, and developing customer loyalty.
Original languageEnglish
Title of host publicationProceedings of the 11th APacCHRIE Conference
EditorsK. Chon
Place of PublicationMacau SAR, China
PublisherUniversity of Macau
Number of pages17
ISBN (Print)9789996510472
Publication statusPublished - 2013
EventAPacCHRIE Conference: Facing the challenges, grasping the opportunities - Winning in the hospitality industry in uncertain times - Macau, Macau, SAR, China
Duration: 21 May 201324 May 2013
Conference number: 11th


ConferenceAPacCHRIE Conference
CityMacau, SAR
Internet address


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