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Exploring jaycustomer behavior and handling approach in casinos

Exploring jaycustomer behavior and handling approach in casinos PurposeThis paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature.Design/methodology/approachUsing critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories.FindingsThe findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers.Practical implicationsCasino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures.Originality/valueThere has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

Exploring jaycustomer behavior and handling approach in casinos

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0959-6119
DOI
10.1108/IJCHM-12-2015-0691
Publisher site
See Article on Publisher Site

Abstract

PurposeThis paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature.Design/methodology/approachUsing critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories.FindingsThe findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers.Practical implicationsCasino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures.Originality/valueThere has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: May 8, 2017

References

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