William J. Corney

Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking

Customer feedback capabilities and mechanisms were identified and evaluated in30 bank and credit union sites in Las Vegas, Nevada, USA. Additionally, 82 US Internet bank sites were identified and evaluated withrespect to their customer feedback capabilities. Comparisons were made between the brick/mortar and Internet banks and their respective feedback mechanisms. While this study identified a number of value‐enhancing customer feedback characteristics employed in banks, many of these financial institutions were found to be lacking even the most basic methods of feedback collection. Suggestions for improvement and areas for future research were included in the study.

A conceptual model of gambling behavior: Fishbein's Theory of Reasoned Action

The Theory of Reasoned Action holds that behavior is rational and is dependent on the individuals analysis of available information. With this view, gambling activities can be explained in terms of gambling attitudes and subjective norms. This is a departure from the more traditional lines of research that examine the influence of demographic and selected personality variables on gambling behavior. According to the Theory of Reasoned Action, these variables could influence gambling behavior, but only to the extent that they affect attitudes, subjective norms, or both.

Gambling behavior and information processing biases

Humans tend to exhibit rather consistent biases when cognitively processing information. In a gaming environment, these biases can affect participation in games of chance. The availability bias reduces complex probalistic judgments to simpler ones through the ease to which relevant instances can be brought to mind. The representativeness bias improperly attributes characteristics to an entity or process based on evidence received in a limited setting. Biasing factors appear to be affected by individual differences and situational factors. The effect on gambling may manifest itself in terms of duration of play, money played, and satisfaction or dissatisfaction with play. Implications for treatment of pathological gamblers are discussed.

An empirical study of customer comment card quality and design characteristics

The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards were assessed with regard to frequency and mode of availability, information content, service quality, card design, and management follow‐up. Although 81 per cent of the buffets made use of comment cards, problems were found with accessibility, comprehensiveness of information, questionnaire design principles and frequency of call‐backs.