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  • Leveraging employee emotional intelligence in casino profitability

    Author(s)
    Prentice, Catherine
    Griffith University Author(s)
    Prentice, Catherine
    Year published
    2016
    Metadata
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    Abstract
    Drawing on the link between service quality and casino profitability, this paper describes the roles of frontline employees in delivering casino service quality and analyses how management can nurture employee emotional intelligence's (EEI) contribution to casino revenue growth. This study is conceptual in nature. The analysis builds from identifying the emotional contents embracing service encounter involving casino frontline employees and customers. The identification area approaches from emotional work performed by employees, referred to as emotional labor, the emotional service delivered by casinos, customer attributed ...
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    Drawing on the link between service quality and casino profitability, this paper describes the roles of frontline employees in delivering casino service quality and analyses how management can nurture employee emotional intelligence's (EEI) contribution to casino revenue growth. This study is conceptual in nature. The analysis builds from identifying the emotional contents embracing service encounter involving casino frontline employees and customers. The identification area approaches from emotional work performed by employees, referred to as emotional labor, the emotional service delivered by casinos, customer attributed emotions and emotional contagion. The study comprehensively analyses how EEI can manage and regulate emotionally charged service encounters which subsequently affect customers’ perception of employee behaviours and service performance over service encounters. These encounter performance forms customers’ perception of casino service quality which leads to customer loyalty and ultimately casino profitability. This theory-focused study presents an additional venue with great potential for casinos to enhance business performance and financial growth, as well as providing new insights into the role of EEI in organizations for researchers in the relevant field.
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    Journal Title
    Journal of Retailing and Consumer Services
    Volume
    33
    DOI
    https://doi.org/10.1016/j.jretconser.2016.08.011
    Subject
    Human resources and industrial relations
    Applied and developmental psychology
    Publication URI
    http://hdl.handle.net/10072/100257
    Collection
    • Journal articles

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