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

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  • Robert J. Taormina
  • Angus Chin Him Kuok

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.

Suggested Citation

  • Robert J. Taormina & Angus Chin Him Kuok, 2009. "Factors related to casino dealer burnout and turnover intention in Macau: Implications for casino management," International Gambling Studies, Taylor & Francis Journals, vol. 9(3), pages 275-294, December.
    • Handle: RePEc:taf:intgms:v:9:y:2009:i:3:p:275-294
    DOI: 10.1080/14459790903359886
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    References listed on IDEAS

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    1. Ellen Mutari & Deborah M. Figart, 2008. "Transformations in Casino Gaming and the Unionization of Atlantic City's Dealers," Review of Radical Political Economics, Union for Radical Political Economics, vol. 40(3), pages 258-265, September.
    2. Harrell, Adrian M. & Stahl, Michael J., 1984. "McClelland's trichotomy of needs theory and the job satisfaction and work performance of CPA firm professionals," Accounting, Organizations and Society, Elsevier, vol. 9(3-4), pages 241-252, October.
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    Cited by:

    1. Prentice, Dr Catherine, 2019. "Managing service encounters with emotional intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 344-351.

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