The relationship between personality, emotional intelligence and adaptiveness in the casino industry

Catherine Prentice

    Research output: Book chapter/Published conference paperConference paper

    Abstract

    Although marketing literature recognises adaptiveness as a predictor of selling effectiveness and sales performance, adaptiveness has not well been investigated in the service settings. The current study investigated if (a) adaptiveness predicts casino workers' service performance, (b) in turn, the Five Factor Model (FFM) of personality and trait emotional intelligence (EI) predict adaptiveness, and (c) the incremental validity of trait EI in predicting adaptiveness was investigated. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey which considered emotional intelligence, the five factors of personality, adaptiveness and service performance ratings. The results confirmed that (a) the positive correlation between adaptiveness and the service performance of casino frontline employees; and (b) the FFM of personality and trait EI significantly predict adaptiveness. Further, trait EI has significantly contributed to the prediction of adaptiveness in addition to the FFM of personality. Implications for casino employee training will be discussed.
    Original languageEnglish
    Title of host publication7th Proceeding
    Subtitle of host publicationThe Development of Gaming Industry: Challenges and Opportunities
    EditorsCarolina Lam
    Place of PublicationChina
    PublisherChina center for Lottery Studies
    Pages22
    Number of pages1
    Publication statusPublished - 2010
    EventInternational Conference on Public Welfare and Gaming Industry - Beijing, China, China
    Duration: 11 Nov 201013 Nov 2010

    Conference

    ConferenceInternational Conference on Public Welfare and Gaming Industry
    CountryChina
    Period11/11/1013/11/10

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