Responsible gambling: Sympathy, empathy or telepathy?

Barry O'Mahony and Keis Ohtsuka

Journal of Business Research, 2015, vol. 68, issue 10, 2132-2139

Abstract: This study investigates whether customer contact employees can identify difficulties in managing gambling behavior among the diverse groups of patrons that frequent gambling venues. The researchers recruited employees from non-casino gambling venues located in areas with a high concentration of residents considered vulnerable to problem gambling. The results reveal that venue employees are capable of recognizing signs of difficulties in controlling time and money spent on gambling and can distinguish differences in behavior between age, gender and specific cultural groups. Young men emerged as most vulnerable to problem gambling, however, venue employees had little sympathy for these patrons. The study contributes to the literature on how recreational gamblers manage their gambling behavior and has implications for venue management and gambling policy.

Keywords: Problem gambling; Venue management; Customer contact; Culture; Harm minimisation; Control (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296315001265
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:10:p:2132-2139

DOI: 10.1016/j.jbusres.2015.03.012

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().