Responding to Problem Gamblers in the Venue: Role Conflict, Role Ambiguity, and Challenges for Hospitality Staff

Nerilee Hing, Elaine Nuske

Research output: Contribution to journalArticle


In this article the authors explore the challenges experienced by gaming venue employees in Queensland Australia in responding to patrons with gambling problems. Forty-eight in-depth interviews were analyzed using thematic analysis. Challenges identified include embarrassment for both staff and patrons, emotional labor for employees, difficulties in identifying problem gamblers, and concerns about invading the patron's privacy, losing the patron's business, getting in trouble with their manager, and receiving an angry patron response. Aligning their responsible gambling obligations with the expectations of management, patrons, significant others, and their own capabilities can potentially cause substantial role conflict and role ambiguity for frontline venue staff.
Original languageEnglish
Pages (from-to)146-164
Number of pages19
JournalJournal of Human Resources in Hospitality and Tourism
Issue number2
Publication statusPublished - 2012
Externally publishedYes


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