Assisting problem gamblers in the gaming venue: An assessment of practices and procedures followed by frontline hospitality staff

Hing, Nerilee; Nuske, Elaine

doi:10.1016/j.ijhm.2010.09.013

Cited by 25 publications

(17 citation statements)

References 11 publications

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“…Fear of a potential bad reaction from the client was pointed out as the main reason for not taking action, largely exceeding other relevant reasons, such as uncertainty about their observations and about how to approach PGs, time constraints and the business interest of the establishment. Taken together, these first findings are globally in line with those of Hing and Nuske (Hing and Nuske 2011;Hing et al 2013), who reported that gambling venue staff were confident about their ability to recognize problem gambling behaviors in clients, very rarely solicited by PGs seeking help and reluctant to intervene, and that they attributed such reluctance to the fear of potential negative reactions of the client. We therefore extend this evidence to VLT operators.…”

Section: Discussionsupporting

confidence: 83%

“…An exploratory qualitative study based on staff interviews reported high confidence in their abilities to recognize problem gambling behaviors. Nevertheless, it was also reported that venue frontline staff are rarely approached by clients seeking assistance, that frontline staff are reluctant to intervene, and that one major barrier to intervention is the fear of potential negative reactions of the clients (Hing and Nuske 2011). These findings contribute greatly to the understanding of venue staff practices in the presence of problem gambling behaviors by suggesting that, despite the training of frontline staff and their crucial role in the venue during gambling activities, the efficiency of the responsible gambling assistance plan remains limited.…”

Section: Introductionmentioning

confidence: 99%

“…First, to verify the findings of Hing and Nuske (2011) by examining to what extent video lottery terminal (VLT) operators are confident about their abilities to recognize the signs of problem gambling in clients, are approached by PGs seeking for assistance, whether they are reluctant to intervene with PGs and fear potential negative reactions from the clients. Second, to bring further insights to these previous findings by investigating factors that may explain the variations in this specific frontline behavior.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Is Fear to Intervene with Problem Gamblers Related to Interveners’ Gender and Status? A Study with VLT Operators

Tomei¹,

Zumwald²

2016

J Gambl Stud

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We assess how video lottery terminal (VLT) operators' self-perceive their ability to recognize a problem gambler, to what extent they are approached by problem gamblers seeking for assistance, how many detections and interventions they report, and the reasons they give for not intervening with clients who show signs of problem gambling. We also examine how these variables are related to the operators' gender and status in the establishment. 177 VLT operators anonymously completed a structured questionnaire at the beginning of a responsible gambling training class held in different French-speaking Swiss towns. The operators felt confident in their ability to detect problem gambling behaviors, were rarely approached by problem gamblers seeking assistance, and reported fewer interventions compared to the number of detections. This reluctance to intervene was mainly attributed to the fear of potential negative reactions from the client. Female staff were the most reluctant to intervene and the most fearful of potential negative reactions from the client. Responsible gambling training programs should include coping strategies for dealing with potential negative reactions from clients. Our findings suggest that staff gender and status are two individual characteristics that should be taken into account when planning responsible gambling trainings.

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Section: Discussionsupporting

confidence: 83%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Is Fear to Intervene with Problem Gamblers Related to Interveners’ Gender and Status? A Study with VLT Operators

Tomei¹,

Zumwald²

2016

J Gambl Stud

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“…One study involving 177 VLT operators examined owners' and staff members' reluctance to intervene with clients who were showing signs of problem gambling (Tomei & Zumwald, 2016). In-keeping with the reports of a previous Australian inquiry (Hing & Nuske, 2011), the study showed that these frontline VLT operators are confident in their ability to identify the signs of problem gambling. They are, however, reticent to intervene, mainly due to fear of potential negative reactions from the gambler.…”

Section: Data From Lottery: Examining Problem Gambling Detection and mentioning

confidence: 91%

The inclusion of health concerns in Swiss gambling legislation: an opportunity to access industry data

Carlevaro¹,

Lischer

Sani³

et al. 2017

International Gambling Studies

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The Swiss gambling legislation is unique in the fact that it includes health concerns and obligations for gambling operators. Specifically, they are required to provide social measures for the prevention of problem gambling and to collaborate with prevention centers. These provisions are crucial for the development of problem gambling prevention and training programs. Further, they open important research avenues to make use of data collected within the industry. The present paper provides an insight into these specific aspects of the Swiss gambling legislation. It also illustrates recent examples of research that has been conducted on the basis of these legal provisions and considers their results.

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“…Giroux et al (2008) argued that if employee training is to be an effective responsible gambling feature, it is important for training to be an ongoing process, extending and reinforcing initial training, and thus demonstrating the importance of the responsible gambling role for employees. This is prudent given that often employees retain hesitation about the responsible gambling role, when to many, superficially at least, the reduction of excessive gambling is incongruent to the commercial interests of the gambling venue (Hing, 2007;Hing & Nuske, 2011).…”

Section: Employee Responsible Gambling Interventionmentioning

confidence: 99%

Identifying risk and mitigating gambling-related harm in online poker

Parke

Griffiths

2016

Journal of Risk Research

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The present paper conducts a critical analysis of the potential for gambling--related harm in relation to online poker participation, and a theoretical evaluation of current responsible gambling strategies employed to mitigate harm in online poker gambling. Theoretically, the primary risk for harm in online poker is the rapid and continuous nature of poker provisions online, and has been demonstrated to be associated with disordered gambling behaviour, including the chasing of monetary losses. The following responsible gambling features were deemed relevant for consideration: informed player choice, voluntary self--exclusion, employee intervention, pre--commitment, in--game feedback, behavioural tracking tools, and age restriction and verification.Although current responsible gambling features are evaluated as theoretically robust, there remains a fundamental need for experimental validation of their effectiveness. Furthermore, despite online poker gamblers perceiving the responsible gambling features as valuable tools, in reality very few players regularly use available responsible gambling features. Ultimately, for the online poker gambling industry to retain market credibility and avoid substantial top--down regulation, it is imperative to demonstrate effectiveness of responsible gambling approaches, and increase customer utilisation of available harm--mitigation features.

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Assisting problem gamblers in the gaming venue: An assessment of practices and procedures followed by frontline hospitality staff

Cited by 25 publications

References 11 publications

Is Fear to Intervene with Problem Gamblers Related to Interveners’ Gender and Status? A Study with VLT Operators

Is Fear to Intervene with Problem Gamblers Related to Interveners’ Gender and Status? A Study with VLT Operators

The inclusion of health concerns in Swiss gambling legislation: an opportunity to access industry data

Identifying risk and mitigating gambling-related harm in online poker

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