IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v68y2015i10p2132-2139.html
   My bibliography  Save this article

Responsible gambling: Sympathy, empathy or telepathy?

Author

Listed:
  • O'Mahony, Barry
  • Ohtsuka, Keis

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.

Suggested Citation

  • O'Mahony, Barry & Ohtsuka, Keis, 2015. "Responsible gambling: Sympathy, empathy or telepathy?," Journal of Business Research, Elsevier, vol. 68(10), pages 2132-2139.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:10:p:2132-2139
    DOI: 10.1016/j.jbusres.2015.03.012
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296315001265
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2015.03.012?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Louise Holdsworth & Nerilee Hing & Helen Breen, 2012. "Exploring women's problem gambling: a review of the literature," International Gambling Studies, Taylor & Francis Journals, vol. 12(2), pages 199-213, January.
    2. O'Guinn, Thomas C & Faber, Ronald J, 1989. "Compulsive Buying: A Phenomenological Exploration," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(2), pages 147-157, September.
    3. Sue Scull & Geoffrey Woolcock, 2005. "Problem Gambling in Non-English Speaking Background Communities in Queensland, Australia: A Qualitative Exploration," International Gambling Studies, Taylor & Francis Journals, vol. 5(1), pages 29-44, June.
    4. Bridges, Eileen & Florsheim, Renée, 2008. "Hedonic and utilitarian shopping goals: The online experience," Journal of Business Research, Elsevier, vol. 61(4), pages 309-314, April.
    5. Nigel E. Turner & Jamie Wiebe & Agata Falkowski-Ham & Jon Kelly & Wayne Skinner, 2005. "Public Awareness of Responsible Gambling and Gambling Behaviours in Ontario," International Gambling Studies, Taylor & Francis Journals, vol. 5(1), pages 95-112, June.
    6. Fullerton, R. A. & Punj, G., 2004. "Repercussions of promoting an ideology of consumption: consumer misbehavior," Journal of Business Research, Elsevier, vol. 57(11), pages 1239-1249, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Fiedler, Ingo & Kairouz, Sylvia & Costes, Jean-Michel & Weißmüller, Kristina S., 2019. "Gambling spending and its concentration on problem gamblers," Journal of Business Research, Elsevier, vol. 98(C), pages 82-91.
    2. Opoku Adabor, 2024. "Australia's gambling epidemic: The role of Covid‐19 support payment," Australian Economic Papers, Wiley Blackwell, vol. 63(1), pages 59-77, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ayaz Ali & Chen Li & Ashfaque Hussain & Bakhtawar, 2024. "Hedonic Shopping Motivations and Obsessive–Compulsive Buying on the Internet," Global Business Review, International Management Institute, vol. 25(1), pages 198-215, February.
    2. Aiken, Kirk Damon & Bee, Colleen & Walker, Nefertiti, 2018. "From passion to obsession: Development and validation of a scale to measure compulsive sport consumption," Journal of Business Research, Elsevier, vol. 87(C), pages 69-79.
    3. Horváth, Csilla & Adıgüzel, Feray, 2018. "Shopping enjoyment to the extreme: Hedonic shopping motivations and compulsive buying in developed and emerging markets," Journal of Business Research, Elsevier, vol. 86(C), pages 300-310.
    4. Shabnam H. A. Zanjani & George R. Milne & Elizabeth G. Miller, 2016. "Procrastinators’ online experience and purchase behavior," Journal of the Academy of Marketing Science, Springer, vol. 44(5), pages 568-585, September.
    5. Piotrowska, Maria, 2019. "The importance of personality characteristics and behavioral constraints for retirement saving," Economic Analysis and Policy, Elsevier, vol. 64(C), pages 194-220.
    6. Badrinarayanan, Vishag & Becerra, Enrique P. & Madhavaram, Sreedhar, 2014. "Influence of congruity in store-attribute dimensions and self-image on purchase intentions in online stores of multichannel retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1013-1020.
    7. Anna Adamik & Michał Nowicki, 2019. "Pathologies and Paradoxes of Co-Creation: A Contribution to the Discussion about Corporate Social Responsibility in Building a Competitive Advantage in the Age of Industry 4.0," Sustainability, MDPI, vol. 11(18), pages 1-38, September.
    8. Se Ran Yoo & Suk Won Lee & Hyeon Mo Jeon, 2020. "The Role of Customer Experience, Food Healthiness, and Value for Revisit Intention in GROCERANT," Sustainability, MDPI, vol. 12(6), pages 1-14, March.
    9. Bilgihan, Anil & Barreda, Albert & Okumus, Fevzi & Nusair, Khaldoon, 2016. "Consumer perception of knowledge-sharing in travel-related Online Social Networks," Tourism Management, Elsevier, vol. 52(C), pages 287-296.
    10. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
    11. Kukar-Kinney, Monika & Ridgway, Nancy M. & Monroe, Kent B., 2012. "The Role of Price in the Behavior and Purchase Decisions of Compulsive Buyers," Journal of Retailing, Elsevier, vol. 88(1), pages 63-71.
    12. Hameed, Irfan & Soomro, Yasir, 2012. "Consumer Buying Behaviour; A Factor of Compulsive Buying Prejudiced by Windowsill Placement," MPRA Paper 57417, University Library of Munich, Germany.
    13. Tibert Verhagen & Daniel Bloemers, 2018. "Exploring the cognitive and affective bases of online purchase intentions: a hierarchical test across product types," Electronic Commerce Research, Springer, vol. 18(3), pages 537-561, September.
    14. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    15. Jinjie Li & Jiayin Qi & Lianren Wu & Nan Shi & Xu Li & Yuxin Zhang & Yinyin Zheng, 2021. "The Continued Use of Social Commerce Platforms and Psychological Anxiety—The Roles of Influencers, Informational Incentives and FoMO," IJERPH, MDPI, vol. 18(22), pages 1-19, November.
    16. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    17. Yumei Luo & Qiongwei Ye, 2019. "Understanding Consumers’ Loyalty to an Online Outshopping Platform: The Role of Social Capital and Perceived Value," Sustainability, MDPI, vol. 11(19), pages 1-18, September.
    18. Fennee Chong Author_Email: fenneechong@sarawak.uitm.edu.my, 2011. "Credit Card Dues," Annual Summit on Business and Entrepreneurial Studies (ASBES 2011) Proceeding 2011-016-137, Conference Master Resources.
    19. Han-Jen Niu & Fei-Hsu Sun Hung & Po-Ching Lee & Yensen Ni & Yuhsin Chen, 2023. "Eco-Friendly Transactions: Exploring Mobile Payment Adoption as a Sustainable Consumer Choice in Taiwan and the Philippines," Sustainability, MDPI, vol. 15(24), pages 1-18, December.
    20. Fullerton, R. A. & Punj, G., 2004. "Repercussions of promoting an ideology of consumption: consumer misbehavior," Journal of Business Research, Elsevier, vol. 57(11), pages 1239-1249, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:68:y:2015:i:10:p:2132-2139. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.