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Exploring jaycustomer behavior and handling approach in casinos
Fong, Lawrence Hoc Nang1; So, Amy Siu Ian1; Law, Rob2
2017
Source PublicationINTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
ISSN0959-6119
Volume29Issue:5Pages:1403-1425
Abstract

Purpose – This 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/approach – Using 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.
Findings – The 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 implications – Casino 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/value – There 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.

KeywordMacao Gaming Superstition Critical Incident Technique Casino Dysfunctional Customer Behaviour
DOIhttp://doi.org/10.1108/IJCHM-12-2015-0691
URLView the original
Indexed BySSCI ; SSCI
Language英语
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000404781600007
PublisherEMERALD GROUP PUBLISHING LTD
The Source to ArticleWOS
Fulltext Access
Citation statistics
Cited Times [WOS]:6   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Affiliation1.Faculty of Business Administration, University of Macau, Taipa, Macao, China
2.The Hong Kong Polytechnic University, Kowloon, Hong Kong, China
First Author AffilicationFaculty of Business Administration
Recommended Citation
GB/T 7714
Fong, Lawrence Hoc Nang,So, Amy Siu Ian,Law, Rob. Exploring jaycustomer behavior and handling approach in casinos[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2017,29(5):1403-1425.
APA Fong, Lawrence Hoc Nang,So, Amy Siu Ian,&Law, Rob.(2017).Exploring jaycustomer behavior and handling approach in casinos.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,29(5),1403-1425.
MLA Fong, Lawrence Hoc Nang,et al."Exploring jaycustomer behavior and handling approach in casinos".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 29.5(2017):1403-1425.
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