From Guest Surveys to Architect Interviews: How problem gambling research can improve casino designs’ response to community concerns

Session Title

Session 2-4-B: Special Topics

Presenters

Glenn Nowak, University of Nevada, Las VegasFollow
Mehmet Erdem, University of Nevada, Las VegasFollow

Presentation Type

Paper Presentation

Location

Park MGM, Las Vegas, NV

Start Date

24-5-2023 1:30 PM

End Date

24-5-2023 3:00 PM

Disciplines

Architecture | Environmental Design | Gaming and Casino Operations Management | Policy Design, Analysis, and Evaluation

Abstract

While several casinos have adopted LEED (Leadership in Energy and Environmental Design) to address concerns of environmental sustainability, none seem to have integrated principles found in programs like the WELL Building Standard which focus on the physical and mental well-being of building occupants. This mixed-methods study examines guest sentiments toward hypothetical casino features and then questions expert architects on how community concerns can be addressed through real-world servicescape design. A survey of 391 casino guests reveals overwhelming support from participants with and without gambling addictions for design guidelines aimed at sustaining positive mental health in casinos. Architects with casino resort design experience then discuss the practical and theoretical challenges and opportunities of implementing such design goals.

Over 200 articles focus on “servicescape” as described by Bitner (1992), yet few focused on casino design and its impact on behavior. Suggestions of “government regulation of casino servicescapes” (Ho, et.al, 2019) and “requirements on gambling industries” (Ivanova et. al 2018) highlight a research gap and invite applications of lessons-learned.

This study may impact community leaders advocating for additional means of addressing constituencies’ concerns. Casino resort developers may become more engaged corporate citizens by incorporating alternative design strategies. Policymakers can look to design research to inform future building regulations for the casino resort archetype. Findings may be of particular interest in jurisdictions new to legalized gambling and/or seeking requests for proposals for new casino projects. Existing design standards used in other building-types or new standards may begin to make their way into casino servicescapes.

Keywords

Architecture, Casino Design, Environmental Design, Hospitality Design, Gaming Policy, Servicescape

Author Bios

Glenn NP Nowak, Associate Professor of Architecture, is the founder and coordinator of the Hospitality Design (HD) Concentration at the UNLV School of Architecture. Since the HD Studio’s inception in the fall of 2010, the entertainment capital of the world has become an extension of the academic studio for students interested in collaborative explorations in design research with leaders in the hospitality industry. He is a licensed architect in Nevada.

Mehmet Erdem is an associate professor of hotel operations and technology at UNLV who specializes in the use and impact of technology in hospitality operations as well as the assessment of training and decision support systems. Teaching courses at UNLV since 2006, Erdem has over 25 years of hospitality operations, consulting, and teaching experience. He also has expertise in hotel revenue management, social informatics, and organizational behavior.

Funding Sources

Nevada Problem Gambling Project provided $2500 for data collection with no involvement in the research.

Competing Interests

None