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 language | English |
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| Title of host publication | 7th Proceeding |
| Subtitle of host publication | The Development of Gaming Industry: Challenges and Opportunities |
| Editors | Carolina Lam |
| Place of Publication | China |
| Publisher | China center for Lottery Studies |
| Pages | 22 |
| Number of pages | 1 |
| Publication status | Published - 2010 |
| Event | International Conference on Public Welfare and Gaming Industry - Beijing, China, China Duration: 11 Nov 2010 → 13 Nov 2010 |
Conference
| Conference | International Conference on Public Welfare and Gaming Industry |
|---|---|
| Country/Territory | China |
| Period | 11/11/10 → 13/11/10 |