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Article
Responding to problem gamblers in the venue: role conflict, role ambiguity, and challenges for hospitality staff
Journal of Human Resources in Hospitality & Tourism
  • Nerilee Hing, Southern Cross University
  • Elaine Nuske, Southern Cross University
Document Type
Article
Publication Date
1-1-2012
Peer Reviewed
Peer-Reviewed
Abstract
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.
Citation Information

Hing, N & Nuske, E 2012, 'Responding to problem gamblers in the venue: role conflict, role ambiguity, and challenges for hospitality staff', Journal of Human Resources in Hospitality & Tourism, vol. 11, no. 2, pp. 146-164.

Published version available from:

http://dx.doi.org/10.1080/15332845.2012.648896