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Over the past decade, greater emphasis has been placed on the role of the land-based gambling industry to respond to problem gambling behaviour in their venues. Despite this, there is a lack of clear information advising best practice responses by gambling venue employees. This article reviews strategies, practices, and policies employed by land-ba...
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Citations
... Despite the accessibility of RG programs, customers have encountered barriers to accessing RG information and have reported casino employees have limited knowledge of venue-specific RG resources (Gainsbury, 2014;Hing et al., 2014;Hing & Nuske, 2011a;Ladouceur et al., 2017;Pickering et al., 2019). Past research has also explored employee responses to customer requests for assistance (Hing & Nuske, 2011a, b;Riley et al., 2018Riley et al., , 2023, and some employees have reported feeling uncomfortable with offering RG programs to customers (Beckett et al., 2020;Hing & Nuske, 2012;Riley et al., 2018). Left unexplored is whether venues effectively provide customers with RG information when requests are made. ...
... Fourth, the way that customers approached employees may have caught them by surprise. Although employees have reported feeling confident in assisting customers who approach them for assistance, they also report that these interactions rarely happen (Beckett et al., 2020;Hing & Nuske, 2011b, 2012Riley et al., 2023). Perhaps the help-seeking customers surprised employees, and employee responses were consequently less articulate. ...
Although responsible gambling (RG) programs are prevalent as they are legally required in many jurisdictions and are commonly found as part of corporate social responsibility policies, consumers report barriers to and limited employee knowledge about RG resources. Using a secret shopper methodology, two studies explored the accessibility of information about casino RG programs. The two studies sampled all seven casinos located within a southeast United States metropolitan area of 1.3 million people. Study 1 involved contacting each casino by telephone and requesting information from customer services representatives (n = 12), and Study 2 involved visiting casinos in person and requesting information from on-casino floor employees (n = 6), off-casino floor employees (n = 7), and security personnel (n = 7). The information requested through both modalities included (1) general information about RG, (2) the presence of RG resources both in-casino and online, and (3) directions to find RG resources in-casino and online. Study 1 indicated that the accessibility of RG information was unreliable via the telephone. Study 2 indicated that casino employees provided information about RG and in-casino materials but inconsistently provided information about online RG resources. These two studies suggested that casinos could not reliably provide comprehensive RG information. This finding suggests a greater need for governments to hold operators accountable for offering RG programs and for operators to better adhere to corporate social responsibility commitments.
... The active involvement of employees is essential for the success of an RG program. This was highlighted in a systematic review by Riley et al. (2024), which examined the role played by land-based gambling venue staff in mitigating problem gambling harms and encouraging help-seeking behaviors. From one perspective, casino employees are often seen by gamblers as key players in addressing problem gambling issues. ...
... Central to this investigation is the examination of the relationships between employees' gambling involvement and their views of the RG program (i.e., GameSense) operating within MGM Resorts properties. Research in this area is important because casino employees play a significant role in the effective implementation of RG programs (Riley et al., 2024). Previous studies have shown the success of staff training program implementation is linked to individuals' perceptions of the program (Celestin & Yunfei, 2018;McQuillin et al., 2015). ...
... Thus, the perception of RG program effectiveness among employees may be significantly influenced by the degree of role conflict they experience. Recent research has highlighted the oversight in examining the role of conflict in studies concerning employee perspectives and the implementation of RG initiatives (Riley et al., 2024). This underscores the need for further research in this domain, including the development of tools to measure role conflict among gambling venue staff. ...
The aim of this cumulative dissertation is to explore the potential of re-using different datasets (secondary data analyses) by methods of automated, quantitative data analysis and statistical modeling (data-mining) for behavioral and health science in an application-oriented manner. In ten thematically varying empirical studies, different instruments of automated quantitative data analysis were used, with differing emphases being placed on either data preparation, enrichment, harmonization or data exploration and statistical modeling, depending on the available data. Part A of the manuscript documents in the style of a learning process the thechnical and methodological basics and challenges to be mastered in an application-oriented implementation of automated univariate and multivariate data analyses along different application examples and with a focus on the detection and statistical modeling of disordered gambling behavior. Parallel multiple mediation models, which differentiate between heavy gambling consumption within and outside the form of gambling on a product-specific basis, proved to be a helpful analytical tool for the differentiated quantitative evaluation of the complex bio-psycho-social phenomenon at the interface of environment, person and consumed gambling products. Part B deepens the theoretical and empirical arguments for the future application of the epidemiological concept of "Heavy Use Over Time" as a causal mechanism for gambling and behavioral addiction research along different application examples. Part C sketches an outlook on selected challenges in digitalized, market-liberal societies as well as possible future solutions through quantitative psychological research and interdisciplinary secondary data analyses in an open, transparent, digital society.
