Inside Asian Gaming

IAG JUL 2023年7月 亞博匯 70 The Star Sydney COLUMNISTS C asinos are a global industry. In Australia, casinos are defined as integrated resorts, offering a range of gaming facilities, dining, accommodation and entertainment options, as well as major conference and convention facilities for their customers, many of whom are domestic and international visitors. Today, Australia has 14 casinos, providing a wide range of table and electronic games, as well as non-gaming services and facilities. The recent findings of public inquiries into casinos in Australia have raised a real question of how well casinos in Australia understand their customers. The implementation of customer relationship management (CRM) and change management initiatives are considered as survival strategies. However, previous research found the failure of CRM and change management 賭 場是一個全球性產 業。在澳洲，賭場 被定義為綜合度假 村，提供一系列博 彩設施、餐飲、住 宿和娛樂元素，並為客戶提供主要的會 議設施，當中不少客戶是本地和國際旅 客。時至今日，澳洲有14家賭場，提供 廣泛的賭桌和電子博彩遊戲，以及非博 彩服務和設施。 最近關於澳洲賭場的公開調查結果 提出了一個實際問題，就是澳洲賭場對 其客戶的了解程度如何。實施客戶關係 管理（CRM）和變革管理舉措被視為 生存戰略，但過去的研究發現，賭場的