Show simple item record

dc.contributor.authorPrentice, Catherine
dc.contributor.authorKing, Brian EM
dc.date.accessioned2018-05-09T05:12:36Z
dc.date.available2018-05-09T05:12:36Z
dc.date.issued2013
dc.identifier.issn0148-2963
dc.identifier.doi10.1016/j.jbusres.2012.12.009
dc.identifier.urihttp://hdl.handle.net/10072/172481
dc.description.abstractThe premium player segment is a major source of revenues and profit for the casino sector. In their roles as providers of personalised services casino hosts are an important determinant in attracting and retaining this market segment. The service performance of such hosts impacts on both player retention and casino profitability. In seeking to explain these relationships, the present study identifies the antecedents of host service performance by using the five factor model of personality (FFM) and the concepts of emotional intelligence and adaptiveness. The researchers test the proposed relationships by adopting a hierarchical approach to FFM and emotional intelligence as basic personality traits or independent variables, adaptiveness as a surface trait or mediator, and host performance as the dependent variable. A sample of casino hosts at a large Australasia-based casino responded to a questionnaire-based survey which considered the five factors of personality, emotional intelligence, adaptiveness and service performance ratings. The results indicate that the FFM, emotional intelligence and adaptiveness have a significant influence on host performance. Structural equation modelling confirmed the existence of a hierarchical relationship between the basic personality traits, adaptiveness and performance outcomes and demonstrates that the inclusion of a mediator contributes to an enhanced evaluation of service performance. These findings enrich the literature by identifying new traits and provide insights that will support practitioners with their selection and training-related activities.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom1637
dc.relation.ispartofpageto1643
dc.relation.ispartofissue9
dc.relation.ispartofjournalJournal of Business Research
dc.relation.ispartofvolume66
dc.subject.fieldofresearchCommercial services not elsewhere classified
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode350499
dc.subject.fieldofresearchcode3506
dc.titleImpacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorPrentice, Catherine


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record