PurposeEmployee well-being in a casino work environment is crucial for the quality of work-life and employees' performance. This study examines the dimensions of well-being at a casino in Malaysia to gain deeper insights into employee challenges and motivational factors to arrive at practical mitigation efforts.Design/methodology/approachThe study adopted a qualitative approach involving 14 semi-structured interviews with casino employees in Malaysia. Interviews lasted 30 min to 2 h at a time when Covid-19 was raging in 2021. Responses were analysed via a data-driven approach and coded using NVivo software to delineate the contents into analytical categories of well-being dimensions.FindingsThe findings suggest that employees at the casino face challenges in achieving work-life balance. Employee's well-being suffers from insufficient break time, irregular working hours affecting family time, managing customer temper tantrums and lack of emotional support systems and remunerations altered by the pandemic. Women employees were particularly vulnerable.Research limitations/implicationsThe findings suggest a need to create better working conditions and address well-being with counselling support for stress management, a balanced approach by employers to the “customer is always right” mantra, creating promising career pathways and supervisors to have better oversight of workaholics. The research focused only on one casino and there was limited access to management departments for an organizational perspective.Originality/valueThis study adds to the body of knowledge on employee well-being in the context of a casino. It suggests hospitality and tourism organizations review their human resource practices that would ease the stresses at the workplace and create support systems to promote employee well-being. Crucially, in a pandemic crisis, well-being dimensions must be accommodating and integrative to employee sentiments, sensitivity and self-actualization.
Implementing marketing strategies is crucial for hospitality organisations to reach their target markets and improve their performance and competitive advantage. Hence, this study examines the impact of various trending marketing strategies on the restaurant industry's competitiveness among Gen Z consumers. Using the asset-process-performance (APP) framework, this research involves six measured constructs: service robots, social media, online advertisements, website experiences, brand love and competitiveness. The samples of 301 survey questionnaires were collected from Gen Z consumers in the restaurant industry. Statistical Package for Social Science (SPSS) was used to conduct this study's data analysis. Based on the findings, service robots, social media, online advertisements, website experiences, and brand love demonstrated a significant impact on the restaurant industry's competitiveness among Gen Z consumers. Further, the research provides practical implications by better understanding Gen Z consumers, implementing appropriate marketing strategies accordingly, and impacting practice in the restaurant industry.
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