Loyalty programs play a prominent role in many firms’ customer relationship management programs, but not all programs are successful. Providers need to understand not only what benefits customers ...want in a program, but also how they want to be treated as a loyalty member. We posit that because loyalty programs offer rewards that are time-bound (immediate or delayed), and that loyalty programs seek to develop a relationship that extends over time, an important, but overlooked dimension for hospitality managers to consider is how their customers view time. Our research focuses on customers’ temporal orientation—the tendency to think in the present, future, or past. We use depth interviews to explore existing casino loyalty program participants’ thoughts and feelings about their ideal loyalty program. We find the customers’ temporal orientation influences the type of relationship as well as the type of benefits sought in the loyalty program. Our research offers managerially practical insights for identifying customers more likely to engage in co-production of a long-term loyalty relationship as well as for creating communication strategies that are likely to interest and provoke different temporal mindsets.
The slot club is a very common type of loyalty program in the casino industry. In this research, the authors look at the deep meanings and emotions of a slot club for tourists and frequent local ...customers at a Las Vegas mega casino resort using an in-depth interview technique, the Zaltman Metaphor Elicitation Technique (ZMET). Results indicate that the opportunities for casino loyalty programs to establish emotional bonds with the customer lie in the capacity of reflecting human qualities in the slot club service delivery process, such as memory, creativity, and flexibility. The results also indicate that the slot club brings different meanings to different customer groups and that these emotional connections (or lack thereof) are best elucidated via this qualitative research technique that uses images, rather than words, to guide the in-depth interview. The authors discuss the implications of the results for loyalty programs as well as how this research technique might be used in other sectors of the hospitality industry.
Casino companies have the knowledge and technological resources to implement highly customised pricing and marketing strategies. Existing tracking mechanisms and the use of state-of-the-art software ...have allowed the industry to combine data mining and revenue optimisation tools to allocate rooms effectively, based on the potential profitability of each customer and the opportunity cost of the room. This paper describes how revenue management can be combined with customer relationship management (CRM) practices in gaming to maximise the overall property revenue. An overview of CRM in gaming is provided, followed by a discussion of effective room allocation in the industry and an assessment of the requirements for revenue management implementation in casinos. PUBLICATION ABSTRACT
This study examines how temporal orientation impacts perception of a loyalty program. It examines how control over loyalty program features impacts the subjective experience of empowerment for ...customers with three temporal orientations: Present-Hedonistic (PH), Present-Fatalistic (PF), and Future-Oriented (FO). The study analyzes whether future-oriented individuals evaluate the more long-term and abstract levels associated with choice, while present-oriented individuals look for concrete details and the more immediate benefits of their consumption experience. A qualitative technique, the Zaltman Metaphor Elicitation Technique (ZMET), is used in order to capture the conscious and unconscious meanings associated with a casino loyalty program by members of a Las Vegas-based casino. The results indicate that temporal orientation changes the types of benefits sought in a loyalty program as well as the types of relationships formed with a company. Findings also evidence similarities between groups and provide a mental representation of an ideal Las Vegas casino loyalty program.
Development of safe and effective SARS-CoV-2 therapeutics is a high priority. Amubarvimab and romlusevimab are noncompeting anti-SARS-CoV-2 monoclonal antibodies with an extended half-life.
To assess ...the safety and efficacy of amubarvimab plus romlusevimab.
Randomized, placebo-controlled, phase 2 and 3 platform trial. (ClinicalTrials.gov: NCT04518410).
Nonhospitalized patients with COVID-19 in the United States, Brazil, South Africa, Mexico, Argentina, and the Philippines.
Adults within 10 days onset of symptomatic SARS-CoV-2 infection who are at high risk for clinical progression.
Combination of monoclonal antibodies amubarvimab plus romlusevimab or placebo.
Nasopharyngeal and anterior nasal swabs for SARS-CoV-2, COVID-19 symptoms, safety, and progression to hospitalization or death.
Eight-hundred and seven participants who initiated the study intervention were included in the phase 3 analysis. Median age was 49 years (quartiles, 39 to 58); 51% were female, 18% were Black, and 50% were Hispanic or Latino. Median time from symptom onset at study entry was 6 days (quartiles, 4 to 7). Hospitalizations and/or death occurred in 9 (2.3%) participants in the amubarvimab plus romlusevimab group compared with 44 (10.7%) in the placebo group, with an estimated 79% reduction in events (
< 0.001). This reduction was similar between participants with 5 or less and more than 5 days of symptoms at study entry. Grade 3 or higher treatment-emergent adverse events through day 28 were seen less frequently among participants randomly assigned to amubarvimab plus romlusevimab (7.3%) than placebo (16.1%) (
< 0.001), with no severe infusion reactions or drug-related serious adverse events.
The study population was mostly unvaccinated against COVID-19 and enrolled before the spread of Omicron variants and subvariants.
Amubarvimab plus romlusevimab was safe and significantly reduced the risk for hospitalization and/or death among nonhospitalized adults with mild to moderate SARS-CoV-2 infection at high risk for progression to severe disease.
National Institute of Allergy and Infectious Diseases of the National Institutes of Health.
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