Harrah’s entertained its clients directly with its employees. Employees directly engaging the customer man the black jack, roulette, and poker tables. Wait and hotel staff directly engages the customer. The only significant revenue stream without direct employee engagement is the slot machines. Harrah’s customers’ human contact with its employees is Harrah’s primary product even more than the gambling, food, and hotel service. In this paper I will argue that Harrah’s should use the same or similar customer…
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