Leveraging employee emotional intelligence in casino profitability |
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| Affiliation: | 1. School of Business and Law, Edith Cowan University, Joondalup, Australia;2. Department of Marketing, Griffith University, Brisbane, Australia;1. School of Business, University of the Sunshine Coast, Sippy Downs, Australia;2. Department of Marketing, Faculty of Management, Bournemouth University, Executive Business Centre, 89 Holdenhurst Road, Bournemouth BH23 2EL, United Kingdom;1. School of Business, University of the Thai Chamber of Commerce, 126/1 Vibhavadee-Rangsit Rd, Dindaeng, Bangkok 10400, Thailand;2. Griffith Business School, Department of Tourism, Leisure, Hotel and Sport Management, Gold Coast campus, Griffith University, PMB 50 Gold Coast Mail Centre Queensland, 9726, Australia;1. Northcap University, HUDA Sector 23 A, Gurgaon, Haryana, India;2. International Management Institute, B-10 Qutub Institutional Area, New Delhi, India |
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| 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. |
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| Keywords: | Emotional intelligence Service quality Casino Frontline employees |
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