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Assisting problem gamblers in the gaming venue: An assessment of practices and procedures followed by frontline hospitality staff

journal contribution
posted on 10.08.2018, 00:00 by Nerilee Hing, E Nuske
This study examined how frontline hospitality staff respond to patrons with gambling problems in gaming venues. Personal interviews with 48 staff in Queensland Australia yielded rich in-depth data. While overall, staff were confident they could identify signs of problem gambling and procedures to follow if patrons ask for assistance with a gambling problem, uncertainty and unresolved challenges persist over how to respond to problem gamblers who do not request assistance. While better training, systems and processes may improve staff interventions, continued reliance on human judgement and discretion are likely to see the vast majority of problem gamblers in venues ignored. © 2010 Elsevier Ltd.

History

Volume

30

Issue

2

Start Page

459

End Page

467

Number of Pages

9

ISSN

0278-4319

Publisher

Pergamon Press

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Southern Cross University

Era Eligible

Yes

Journal

International Journal of Hospitality Management