Abstract
With spectacular growth in demand since opening the market to foreign
competition, executives within the Macau casino industry have focused their attention on
enhancing capacity and opening new casino properties. Meanwhile, the Singapore casino
market, barely two years old, has already produced revenues comparable to the Las Vegas
Strip. Despite stellar past successes, the long-term scenario for the casino industry in both
Macau and Singapore could spell trouble. Specifically, service quality stands to suffer
because operators have not devoted adequate thought to their service culture and internal
marketing strategy. With overall capacity in Asia slated to increase significantly in the
next couple of years, the labor shortage for casino companies in Macau and Singapore
will get more acute. Current impressive revenues notwithstanding, increased capacity will
also put pressure on marketing to attract and retain valued customers. In light of these
developments, we review five key challenges to internal marketing practices for casinos
in Macau and Singapore: culture, climate, recruitment, compensation, and training.