Crisis management in the casino industry: Leadership, learning, and ISO 22361

Mark Thomas (), John Farrish (), Thomas Schrier () and Tianshu Zheng ()

Journal of Contemporary Research in Business, Economics and Finance, 2025, vol. 7, issue 2, 109-123

Abstract: Crisis management in the casino industry is critical given casinos' 24/7 operations, financial exposure, reputational sensitivity, and regulatory complexity. This study explores how casino leaders respond to crises through a qualitative analysis of four real-world events, including civil unrest, internal misconduct, mass trauma, and pandemic disruption, interpreted through the strategic framework of ISO 22361:2022. Drawing on executive interviews and thematic analysis, the research identifies patterns of transitional leadership, communications, and decision-making under pressure. The study reveals that effective crisis management in casinos exceeds transactional compliance, it demands cultural responsiveness, emotional intelligence, and long-term organizational learning. Findings suggest that ISO 22361 provides a relevant foundation but should be supplemented with industry-specific practices that address operational adaptivity and sustained resilience. Practical implications include the development of strategic decision-making groups, communication protocols, and scenario-based training. This work contributes to academic theory and applied practice, offering a roadmap for embedding empathetic resilience into a casino crisis management system.

Keywords: Casino; Crisis Management; ISO 22361; Qualitative. (search for similar items in EconPapers)
Date: 2025
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