Posted by drmarkgriffiths
Until the early 2000s, there appeared to be a commonly held perception that consumers viewed the Internet as an information gathering tool rather than a place to spend money. The explosive growth in online gambling and betting shows this is no longer true. For me, one of the interesting questions is how gaming companies use the psychology of people who like to gamble on sports events to get them to access sports betting sites (especially if it is done in a socially responsible way that enhances the punter’s experience rather than exploits them).
Trust and reliability: Let’s look at sports betting from an individual level. A sports fan has logged on to the Internet and is in the process of deciding which online sports betting website to make a beeline for. What kinds of things influence their decision? A recommendation from one of their friends? Advice from a gambling portal? An advert they saw in a magazine? From a psychological perspective, research on how and why people access particular commercial websites indicates that one of the most important factors is trust. If people know and trust the name, they are more likely to use that service. Reliability is also a related key factor. Research shows that many people (including sports bettors) still have concerns about Internet security and may not be happy about putting their personal details online. But if there is a reliable offline branch nearby, it gives them an added sense of security (i.e., a psychological safety net). For some people, trust and security issues will continue to be important inhibitors of online gambling. Punters need assurance and compelling value propositions from trusted gaming operators and operators to overcome these concerns.
Personalization: One of the growth areas in e-commerce has been personalization and most online commercial organisations now have a personalization strategy as part of its business plan. However, this practice is a double-edged sword that can prove to be a large logistical problem for companies who use such a strategy. Tracking every move for marketing purposes is one thing. Using these data for personalization purposes can sometimes prove troublesome. The amount of data is potentially enormous. Producing personalized pages for everyone is also logistically difficult and may even turn potential punters away. The key is knowing what to ask the punter. Those in the gaming industry have to think intelligently and creatively about what to ask their customers in a way that the information gained can be used effectively. Attracting customers and providing recommendations relies on the those in the gaming industry putting punters first. Integration can also be a factor here. The industry has to think of creative ways to make the website experience more personal.
Imprinting: One of the most important marketing strategies that companies engage in is “imprinting” new customers. Online punters quickly adopt predictable Internet usage patterns and evidence suggests that they don’t switch online allegiances easily. Smart gaming operators will work at becoming a starting point for the novice gambler and capitalize on this opportunity for capturing player loyalty. The emerging post-teenage market is a key consideration although from a social responsibility perspective thought needs to be given so that teenagers are not exploited. There is a whole Internet generation of people coming through who have a positive outlook on online commercial activities. They may be happier to enter credit card details online and/or meet others online. This has the potential to lead to major clientele changes as the profiles of these people may be radically different from previous punters. The problem is that the young don’t tend to have much disposable income and are less likely to own credit cards. Therefore, another market segment that operators need to target to are the over-50s who are starting to use the Internet for shopping and entertainment use. Early retirees have both time and money. This is why gaming operators need to strategically target the ‘grey pound.’
Contextual commerce: So what can operators do next? Contextual commerce may be one avenue that gaming operators will need to go down. In most retail outlets, shoppers notice what other people are buying and this may influence the purchaser’s choice. Companies are now using software that allows customers to do this online including interacting with other like-minded people. Seeing what everyone else is betting on may influence the decision process. There is also the potential to bring in techniques used on home television shopping channels. Presenters tell viewers how much of a product has been sold with viewers to instil a sense of urgency into the buying process, along with an element of peer review. This could be applied by gaming operators if people are gambling as part of a sports betting community.
Getting the balance right on the chance-skill dimension: All forms of gambling lie on a chance-skill dimension. Neither games of pure skill nor games of pure chance are particularly attractive to sports gamblers. Games of chance (like lotteries) offer no significant edge to sports gamblers and are unlikely to be gambled upon. While games of skill provide a significant edge for the gambler, serious gamblers need more than an edge – they often need an opponent who can be exploited (which helps explain the popularity of online poker). Serious gamblers gravitate towards types of gambling that provide an appropriate mix of chance and skill. This is one of the reasons why sports betting – and in particular activities like horse race betting – is so popular for gamblers. The edge available in horse race gambling can be sufficient to fully support professional gamblers as they bring their wide range of knowledge to the activity. There is the complex interplay of factors that contributes to the final outcome of the race.
Inter-gambler competition and the exercise of skill: Over the last few years I have often been asked by the media about the increasing popularity of online sports betting, particularly in relation to betting exchanges. Psychologists claim that male gamblers are attracted to sports betting because they love competitiveness. Sports bettors clearly feel that gambling via betting exchanges provides value for money and an opportunity to exercise their skill. Another important factor that I feel is really important in the rise of sports betting is not just the inherent competiveness but also the inter-gambler competition. Obviously there is an overlap between competitiveness and skill but they are certainly not the same and operators need to show how the sites they recommend feed into the psychological needs and desires of the sports bettor.
I’m sure many people’s view of psychology is that it is little more than common sense (and to be honest, some of it is). However, I hope that some of what I had to offer in the rest of this blog was more than just common sense.
Dr Mark Griffiths, Professor of Gambling Studies, International Gaming Research Unit, Nottingham Trent University, Nottingham, UK
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Griffiths, M.D. (2005). Online betting exchanges: A brief overview. Youth Gambling International, 5(2), 1-2.
Griffiths, M.D. (2007). Brand psychology: Social acceptability and familiarity that breeds trust and loyalty. Casino and Gaming International, 3(3), 69-72.
Griffiths, M.D. (2009). Social responsibility in gambling: The implications of real-time behavioural tracking. Casino and Gaming International, 5(3), 99-104.
Griffiths, M.D. & Whitty, M.W. (2010). Online behavioural tracking in Internet gambling research: Ethical and methodological issues. International Journal of Internet Research Ethics, 3, 104-117.
McCormack. A. & Griffiths, M.D. (2012). What differentiates professional poker players from recreational poker players? A qualitative interview study. International Journal of Mental Health and Addiction, 10, 243-257.
Parke, A., Griffiths, M.D. & Irwing, P. (2004). Personality traits in pathological gambling: Sensation seeking, deferment of gratification and competitiveness as risk factors, Addiction Research and Theory, 12, 201-212.
Recher, J. & Griffiths, M.D. (2012). An exploratory qualitative study of online poker professional players. Social Psychological Review, 14(2), 13-25.
Wood, R.T.A. & Griffiths. M.D. (2008). Why Swedish people play online poker and factors that can increase or decrease trust in poker websites: A qualitative investigation. Journal of Gambling Issues, 21, 80-97.
Posted in Addiction, Advertising, Case Studies, Cyberpsychology, Gambling, Gambling addiction, Games, Internet gambling, Online addictions, Online gambling, Problem gamblng, Psychology, Social responsibility, Technological addiction
Tags: Behavioural tracking, Competitiveness, Contextual commerce, Gambling competition, Gambling involvement, Gambling personalization, Gambling psychology, Gambling trust, Imprinting customers, Online gambling, Online sports betting, Responsible gambling, Sports betting