On the Frontline in Macao: Casino Employees, Informal Learning, & Customer Service

by Carlos Siu Lam

Overview

Macao is a large and vibrant casino market that continues to lead the world in gaming revenues. Tables games dominate Macao gambling, which means that frontline employees—casino dealers—have an even more central role than they do in other jurisdictions. In this study, Carlos Siu Lam investigates the role of informal learning processes in customer service. Four themes emerge: the importance of informal learning to frontline employees and casinos; experiences and processes encountered by frontline employees in their informal learning activities; how informal learning is acquired and shared by frontline employees; and the how casino management manages frontline employees.

Based on 49 interviews with frontline employees of six Macao casinos, On the Frontline in Macao is the most exhaustive study of Asian casino employees published in English to date. While it is sure to be valuable to those with an academic interest in Macao gaming, it has relevance to the industry as well: at the end of the book, twelve propositions and nine recommendations for practice explain to casino professionals just how they can utilize the author’s findings to improve their management.

Product Details

ISBN-13:	9781939546081
Publisher:	UNLV Gaming
Publication date:	07/13/2015
Series:	Gambling Studies Series , #1
Edition description:	1st Edition
Pages:	220
Product dimensions:	6.00(w) x 9.00(h) x 0.60(d)
Age Range:	3 Months to 18 Years

Table of Contents

Acknowledgements 
Preface 
1. Introduction 
2. The Context of Macao Casinos 
3. Literature Review 
4. Research Methods 
5. Data Analysis and Descriptive Findings 
6. Theoretical Findings 
7. Conclusions 

The book also features appendices, references, and an index.