Abstract
| Original language | English |
|---|---|
| Pages (from-to) | 146-164 |
| Number of pages | 19 |
| Journal | Journal of Human Resources in Hospitality and Tourism |
| Volume | 11 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2012 |
| Externally published | Yes |
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Responding to Problem Gamblers in the Venue : Role Conflict, Role Ambiguity, and Challenges for Hospitality Staff. / Hing, Nerilee; Nuske, Elaine.
In: Journal of Human Resources in Hospitality and Tourism, Vol. 11, No. 2, 2012, p. 146-164.Research output: Contribution to journal › Article › Research › peer-review
TY - JOUR
T1 - Responding to Problem Gamblers in the Venue
T2 - Role Conflict, Role Ambiguity, and Challenges for Hospitality Staff
AU - Hing, Nerilee
AU - Nuske, Elaine
PY - 2012
Y1 - 2012
N2 - 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.
AB - 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.
U2 - 10.1080/15332845.2012.648896
DO - 10.1080/15332845.2012.648896
M3 - Article
VL - 11
SP - 146
EP - 164
JO - Journal of Human Resources in Hospitality and Tourism
JF - Journal of Human Resources in Hospitality and Tourism
SN - 1533-2845
IS - 2
ER -