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Crisis management in the casino industry: Leadership, learning, and ISO 22361

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  • Mark Thomas

  • John Farris

  • Thomas Schrier

  • Tianshu Zheng

Abstract

Crisis management in the casino industry is critical given casinos' 24/7 operations, financial exposure, reputational sensitivity, and regulatory complexity. This study explores how casino leaders respond to crises through a qualitative analysis of four real-world events, including civil unrest, internal misconduct, mass trauma, and pandemic disruption, interpreted through the strategic framework of ISO 22361:2022. Drawing on executive interviews and thematic analysis, the research identifies patterns of transitional leadership, communications, and decision-making under pressure. The study reveals that effective crisis management in casinos exceeds transactional compliance, it demands cultural responsiveness, emotional intelligence, and long-term organizational learning. Findings suggest that ISO 22361 provides a relevant foundation but should be supplemented with industry-specific practices that address operational adaptivity and sustained resilience. Practical implications include the development of strategic decision-making groups, communication protocols, and scenario-based training. This work contributes to academic theory and applied practice, offering a roadmap for embedding empathetic resilience into a casino crisis management system.

Suggested Citation

  • Mark Thomas & John Farris & Thomas Schrier & Tianshu Zheng, 2025. "Crisis management in the casino industry: Leadership, learning, and ISO 22361," Journal of Contemporary Research in Business, Economics and Finance, Learning Gate, vol. 7(2), pages 109-123.
    • Handle: RePEc:ajp:jcrbef:v:7:y:2025:i:2:p:109-123:id:10207
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