Award Date

12-2008

Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration

Department

Hotel Administration

First Committee Member

Carola Raab, Chair

Number of Pages

33

Abstract

The hotel industry has been interested in friendliness as a means of improving the relationships with customers. Upon how to operationally measure the employee’s friendliness, emerging studies have mentioned emotional labor at work. This study developed an observational tool for measuring the dealer's emotional labor in a casino by observing the smiling, eye contact, collecting in a gentle manner, greeting, thanking, and apologizing.

Keywords

Casinos – Employees; Customer service

Disciplines

Gaming and Casino Operations Management | Hospitality Administration and Management

Language

English


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