Master of Science in Hotel Administration
First Committee Member
Carola Raab, Chair
Number of Pages
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.
Casinos – Employees; Customer service
Gaming and Casino Operations Management | Hospitality Administration and Management
Jang, Alfred Sukwon, "An Observational tool for measuring the dealer's emotional labor in a casino" (2008). UNLV Theses, Dissertations, Professional Papers, and Capstones. 538.