Title

Leveraging employee emotional intelligence in casino profitability

Document Type

Journal Article

Publisher

Pergamon Press

Place of Publication

United Kingdom

School

School of Business and Law

RAS ID

24419

Comments

Originally published as: Prentice, C. (2016). Leveraging employee emotional intelligence in casino profitability. Journal of Retailing and Consumer Services, 33(1), 127-134. Available here.

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 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.

DOI

10.1016/j.jretconser.2016.08.011

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