The relationship between personality, emotional intelligence and adaptiveness in the casino industry

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 (2010) The relationship between personality, emotional intelligence and adaptiveness in the casino industry. In: 7th International Conference on Public Welfare and Gaming Industry (2010), Beijing, China.

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Abstract

Although marketing literature recognises adaptiveness as a predictor of selling effectiveness and sales performance, adaptiveness has not well been investigated in the service settings. The current study investigated if (a) adaptiveness predicts casino workers service performance, (b) in turn, the Five Factor Model (FFM) of personality and trait emotional intelligence (EI) predict adaptiveness, and (c) the incremental validity of trait EI in predicting adaptiveness was investigated. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey which considered emotional intelligence, the five factors of personality, adaptiveness and service performance ratings. The results confirmed that (a) the positive correlation between adaptiveness and the service performance of casino frontline employees; and (b) the FFM of personality and trait EI significantly predict adaptiveness. Further, trait EI has significantly contributed to the prediction of adaptiveness in addition to the FFM of personality. Implications for casino employee training will be discussed.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: There are no files associated with this item.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 11 Aug 2022 22:52
Last Modified: 11 Aug 2022 22:52
Uncontrolled Keywords: casino industry; emotional intelligence
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
URI: http://eprints.usq.edu.au/id/eprint/49920

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