IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v66y2013i9p1637-1643.html
   My bibliography  Save this article

Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach

Author

Listed:
  • Prentice, Catherine
  • King, Brian E.M.

Abstract

The premium player segment is a major source of revenues and profit for the casino sector. In their roles as providers of personalised services casino hosts are an important determinant in attracting and retaining this market segment. The service performance of such hosts impacts on both player retention and casino profitability. In seeking to explain these relationships, the present study identifies the antecedents of host service performance by using the five factor model of personality (FFM) and the concepts of emotional intelligence and adaptiveness. The researchers test the proposed relationships by adopting a hierarchical approach to FFM and emotional intelligence as basic personality traits or independent variables, adaptiveness as a surface trait or mediator, and host performance as the dependent variable. A sample of casino hosts at a large Australasia-based casino responded to a questionnaire-based survey which considered the five factors of personality, emotional intelligence, adaptiveness and service performance ratings. The results indicate that the FFM, emotional intelligence and adaptiveness have a significant influence on host performance. Structural equation modelling confirmed the existence of a hierarchical relationship between the basic personality traits, adaptiveness and performance outcomes and demonstrates that the inclusion of a mediator contributes to an enhanced evaluation of service performance. These findings enrich the literature by identifying new traits and provide insights that will support practitioners with their selection and training-related activities.

Suggested Citation

  • Prentice, Catherine & King, Brian E.M., 2013. "Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach," Journal of Business Research, Elsevier, vol. 66(9), pages 1637-1643.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:9:p:1637-1643
    DOI: 10.1016/j.jbusres.2012.12.009
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296312003542
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2012.12.009?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Robert C. Hannum & Sudhir H. Kale, 2004. "The mathematics and marketing of dead chip programmes: finding and keeping the edge," International Gambling Studies, Taylor & Francis Journals, vol. 4(1), pages 33-45, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Cindy Yunhsin Chou & Yung-Cheng Shen & Po-Han Wu & Heng-Yu Lin, 2022. "Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 1035-1063, December.
    2. Delpechitre, Duleeep & Beeler-Connelly, Lisa L. & Chaker, Nawar N., 2018. "Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior," Journal of Business Research, Elsevier, vol. 92(C), pages 9-24.
    3. Prentice, Catherine & Wong, IpKin Anthony & Lin, Zhiwei (CJ), 2023. "Artificial intelligence as a boundary-crossing object for employee engagement and performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    4. Prentice, Catherine & Zeng, Zhonglu, 2018. "From gambling exposure to adaptation: Implications for casino sustainability," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 31-36.
    5. Jianing Dong & Xiao Wang & Xuanwei Cao & David Higgins, 2022. "More Prosocial, More Ephemeral? Exploring the Formation of a Social Entrepreneur’s Exit Intention via Life Satisfaction," IJERPH, MDPI, vol. 19(12), pages 1-17, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prentice, Catherine, 2016. "Leveraging employee emotional intelligence in casino profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 127-134.
    2. J.Z. Gao & D. Fong & X. Liu, 2011. "Mathematical analyses of casino rebate systems for VIP gambling," International Gambling Studies, Taylor & Francis Journals, vol. 11(1), pages 93-106, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:66:y:2013:i:9:p:1637-1643. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.