Dealing gamblers : an exploration of casino dealers’ experiences with gamblers

Abstract

An interpretative phenomenological (IPA) study attempting to understand casino dealers’ experiences with gamblers. The current Maltese socioeconomic context depends and thrives from gaming and tourism industries, situating this study within contemporary Maltese society. For this exploration 3 in-depth interviews were conducted with casino dealers working in a local casino. The daily interaction with players poses psychological challenges akin to hospitality employees but unique to this workforce. Findings reveal a centrality of emotional labour involved in negotiating the casino and the gamblers’ demands that often are opposing. Casino dealers’ experiential knowledge of the addictive nature of gambling is an informative one impacting their attitudes towards the phenomenon. Traditional and stereotypical views of gender are sustained within the industry having implications for both genders’ personal concepts and where females allude to a norm of sexual transgressions being expected in the job. These findings are discussed in lieu of literature targeting casino employees and the gaming industry. Albeit the exploratory nature of this study, theoretical and practical implications arise, highlighting the needed attention within the local casino sector, and equally important, the need for rigorous evaluations of casino dealers’ job exposures.