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Responding to problem gamblers in the venue: Role conflict, role ambiguity, and challenges for hospitality staff

journal contribution
posted on 29.10.2018, 00:00 by Nerilee HingNerilee Hing, E Nuske
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. © 2012 Copyright Taylor and Francis Group, LLC.

Funding

Other

History

Volume

11

Issue

2

Start Page

146

End Page

164

Number of Pages

19

eISSN

1533-2853

ISSN

1533-2845

Publisher

Routledge

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Southern Cross University

Era Eligible

Yes

Journal

Journal of Human Resources in Hospitality and Tourism