Emotional intelligence and adaptability– Service encounters between casino hosts and premium players

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and King, Brian E. M. (2013) Emotional intelligence and adaptability– Service encounters between casino hosts and premium players. International Journal of Hospitality Management, 32. pp. 287-294. ISSN 0278-4319


Abstract

The premium player segment has been widely acknowledged as the largest single contributor to casino revenues. So-called casino hosts are an important influence on player perceptions of service quality and ultimately on loyalty and casino profitability in their capacity as service representatives servicing this segment. To date little research has investigated the relationship between casino hosts and premium players. This study focused on service encounters between casino hosts and premium players, particularly in the case of relationships between emotional intelligence, adaptability and the service performance of casino hosts. A mediation model involving these constructs was proposed and tested, drawing upon theory and the relationship that has been established between basic personality traits and surface traits. In the current study emotional intelligence was identified as a basic personality trait, and adaptability is viewed as a surface trait. The results arising from a structural equation analysis confirmed the validity of the mediation model and found that the inclusion of adaptability as a mediator into the relationship between emotional intelligence and service performance provided a greater proportion of variance than a model which excluded mediation. Based on the research findings implications for researchers and practitioners were outlined.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 10 Aug 2022 03:14
Last Modified: 10 Aug 2022 03:14
Uncontrolled Keywords: Adaptability; Casino hosts; Casino industry; Emotional intelligence; Premium player; Service performance
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1016/j.ijhm.2012.06.004
URI: http://eprints.usq.edu.au/id/eprint/49908

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