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An Observational Tool For Measuring The Dealer's Emotional Labor In A Casino, Alfred Sukwon Jang
An Observational Tool For Measuring The Dealer's Emotional Labor In A Casino, Alfred Sukwon Jang
UNLV Theses, Dissertations, Professional Papers, and Capstones
The hotel industry has been interested in friendliness as a means of improving the relationships with customers. Upon how to operationally measure the employee’s friendliness, emerging studies have mentioned emotional labor at work. This study developed an observational tool for measuring the dealer's emotional labor in a casino by observing the smiling, eye contact, collecting in a gentle manner, greeting, thanking, and apologizing.