The Incivility of Customers towards Workers in the Casino Industry

The aim of this topic was to examine and bring to light the issue of customer incivility in the casino industry, the impacts on its workers- emotionally, behaviorally, health wise etc. and the handling of these situations by the management. The aim was to find the impacts on the behaviors of the staff, effects on job satisfaction and staff performance, human resources/managerial practices towards its staff, impacts on the health, impacts of incivility in relation to important workplace outcomes and withdrawal behaviors. I used the qualitative research approach to collect data through semi-unstructured face to face interviews recorded and hand written, interviewing 28 staffs from few casinos working in various departments. The respondents were mostly students of different nationalities. In this study it was found that the issue of customer incivility in the casino is severe and boils down to money. The character and the way the staff were treated by the customer, was dependents on their mood in relation to the game. In general, if they are wining, they are in their best behavior and when losing they are in their worst behavior. But most of the time they are described as being rude and aggressive. Another finding was the issue of management intervention and human resource practices in the casino. It was found that the management system is customer oriented and does not handle uncivil moment rightly, since customers act in disrespectful ways to the staff which make them feel unvalued by the organization. Moreover, it was unearthed that the casino management also failed in giving adequate training and emotional support to the staff. Therefore, to conclude, in this study as a researcher I noticed that the issue of incivility in the casino environment can only be managed by proper management intervention and good human resource practices. Keywords: customer incivility, uncivil actions, management intervention, impacts.