Research in services marketing suggests that deficiencies in internal marketing
(IM) add to costs of doing business and lower employee as well as customer satisfaction.
The costs of replacing employees in China can range anywhere from 25% to 50% of their
annual salary. Similar figures would apply for Singapore casinos as well. We believe that
addressing IM issues related to culture, climate, recruitment, compensation, and training
will create a sense of organizational identification (OI) so desperately needed in the casino
industry in Macau as well as Singapore. OI, in turn, will significantly improve overall
employee satisfaction as well as retention of casino employees in both markets (Wieseke,
et al. 2009).