Factors related to casino dealer burnout and turnover intention in Macau: Implications for casino management

Robert J. Taormina and Angus Chin Him Kuok

International Gambling Studies, 2009, vol. 9, issue 3, 275-294

Abstract: This study examined 172 casino dealers in Macau in order to understand dealers' feelings and attitudes about working in a casino. Several personality variables (emotional suppression, neuroticism, and need for achievement), organizational variables, i.e., organizational socialization (training, understanding, coworker support, future prospects), and distributive justice, were assessed in relation to casino dealers' job burnout, and work and pay satisfaction. All variables were tested as correlates of work and pay satisfaction, burnout, and turnover intention. Regressions found emotional suppression (a behaviour required of casino dealers) to be a strong negative predictor of work satisfaction; while training, distributive justice, and need for achievement were positive predictors. Emotional suppression and neuroticism were positive predictors of burnout; while future prospects and work satisfaction were negative predictors. Also, the future prospects and understanding dimensions of organizational socialization negatively predicted turnover intention. Results are interpreted in relation to casino administration and the management of casino dealers.

Date: 2009
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DOI: 10.1080/14459790903359886

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International Gambling Studies is currently edited by Katie Donnelly, David Marshall, Bronwyn Stuart, Alex Blaszczynski and Jan McMillen

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