A Study on the Relationships Among Casino Employee Job Burnout, Customer Orientation, and Close Monitoring

Abstract

This study examined the relationship among casino employee job burnout, customer orientation, and close monitoring by their supervisors and CCTVs. First, the emotional exhaustion factor did not significantly affect customer orientation. Second, this study demonstrated that the depersonalization and reduced accomplishment of casino workers significantly influenced customer orientation. Third, reduced accomplishment led to lower customer orientation than depersonalization. Fourth, close monitoring (by supervisors and CCTVs) played a moderating role in the relationship among emotional exhaustion, depersonalization, and reduced achievement of casino employees and their customer orientation. In particular, close monitoring by supervisors only, not by CCTVs. significantly improved customer orientation. Therefore, this study suggests theoretical and practical implications through the effect of casino employee burnout on customer orientation and the moderating effect of surveillance on the relationship. Also, the research offers useful information and ways to effectively manage human resources engaged in the service industry. Furthermore, the results and limitations of this study are discussed from various perspectives for service workers in the future.