Business Commons^™

The Critical But Overlooked Player Protection Tool: Self Care For Customer Facing Staff, Stacy Shaw, Jay Robinson

International Conference on Gambling & Risk Taking

BACKGROUND

Like many things, the need for self-care for staff came to light because of the pandemic. Every day, Oregon Lottery staff would go out and deal with angry, frightened, confused, frustrated, and sometimes aggressive players and retailers. People struggling with all kinds of stress, acting out and exhibiting behaviors that might normally suggest the need for an RG conversation. We started to hear that the staff was feeling overwhelmed, burned out, powerless, unheard, unappreciated, unable to connect. We were asking them to promote RG during this difficult time - but we had not given them the tools they needed …

An Innovative Approach To Understanding Employers' Commitment To Diversity, Equity, And Inclusion, Becky Harris

UNLV Gaming Research & Review Journal

Diversity, equity, and Inclusion in the workforce have been topics of discussion in corporate America for years. In an effort to better understand employers’ commitment to hiring a more diverse, equitable, and inclusive workforce, and to collect robust data for analysis, the Nevada Legislature authorized the University Nevada, Las Vegas to launch a survey of Nevada employers concerning their workforce composition, employee representation at the frontline, supervisory, managerial and executive levels, employee benefit packages, and attrition rates. Every Nevada employer, including for-profit, non-profit and educational institutions are invited to participate. A link to the survey is provided in the article …

Prosocial Rule-Breaking To Help Coworker: Nature, Causes, And Effect On Service Performance, Cass Shum, Ankita Ghosh, Anthony R. Gatling

Hospitality Faculty Research

We examine the nature, antecedents, and service performance consequence of employees’ prosocial rule-breaking behaviors with a motive to help coworkers (PSBC) in two studies. Using a qualitative exploratory study with a sample of 80 hospitality workers, we showed the prevalence of PSBC in the hospitality industry, which includes four unique forms. Next, we examined the causes and effect of PSBC by drawing on the social cognitive theory. We proposed that coworkers PSBC and employees’ moral courage interactively predict employee PSBC, which has a negative effect on service performance. We tested the hypotheses using a time-lagged survey study with a sample …

Why Do Employees Break Rules? Understanding Hospitality Employee Organizational Rule-Breaking, Ankita Ghosh, Cass Shum

Hospitality Faculty Research

This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service. Our study extends the research on rule-breaking not only by studying the intentions of hospitality employee rule- breaking behaviors, but also by exploring the types of rules broken and the possible consequences of such behaviors. Eighty hospitality workers studying at a public university in …

Book Review: The Dysfunctional Library: Challenges And Solutions To Workplace Relationships, Pat Hawthorne

Library Faculty Publications

It is not easy to tackle the issues and address the impact of abnormal or unhealthy interpersonal behaviors and interactions in the workplace. Drawing from literature on dysfunctional organizational cultures and workplaces from the library, management, and organizational development disciplines, Jo Henry, Jo Eshleman, and Richard Moniz approach the subject of the dysfunctional library in a slim volume titled The Dysfunctional Library: Challenges and Solutions to Workplace Relationships.

Datalog For Non-Profit Demographic Analysis, Jordan Mulcahey, Patricia Payton, Ignacio Regalado

Math 365 Class Projects

Datalog is a useful tool in organizing data. With it, we can achieve a better in-depth analysis on how the FIT program is performing.

What is F.I.T.? FIT, the Foundation for an Independent Tomorrow, is a non-profit organization that provides resources and training for those who want employment.

Identifying Opportunities To Inform And Inspire: Tribal Casino Employee Perceptions Of Tribal Self Sufficiency And Philanthropy, Sandra Sun-Ah Ponting Dr, Jess Ponting, Katherine Spilde

UNLV Gaming Research & Review Journal

While the business case for employee engagement and satisfaction is well documented in the service profit chain and the cost savings of employee retention are easily quantified, the means to achieving these related goals in the casino industry is not well known. The pathway to employee engagement and satisfaction is even less well known in the tribal government gaming industry. This paper finds that employees in casinos that are owned by tribal governments in the United States find particular pride in sharing the tribal government’s self-sufficiency, community engagement, and philanthropic activities with casino guests, who often wonder “where the money …

How The Great Recession Affected Casino Staffing In Nevada Casinos, Toni Repetti

UNLV Gaming Research & Review Journal

In service based industries, as revenue increases so does the need for employees to provide that service, but no known academic research has been conducted on what the most efficient level of that service should be for casinos. In Nevada casinos, significant results show that for each 1% increase in gaming revenue, casino employees increase 0.80%, salaries and wages increase 0.91%, and total payroll increases 0.95%. During fiscal years 2008 – 2010, what many consider the most significant recession to date for Nevada casinos, gaming divisions significantly decreased employees 11.6%, salaries and wages 8.7%, and total payroll 8.8% beyond that …

Transformational Leadership Increases Self-Determination And Positively Impacts Hospitality Frontline Employees, Xiao Zhang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This professional paper presents literature by exploring the role of self-determination theory between the relationship of transformational leadership and hospitality employees’ well-being. It integrates the present research on leadership style, needs theory and well-being and provides useful and meaningful information for executives and organizations who are dedicated to improve employees’ well-being.

Sexual Harassment In Las Vegas Nightclub Industry, Ksenia Kondratyuk

UNLV Theses, Dissertations, Professional Papers, and Capstones

Las Vegas nightclub industry creates awfully ideal conditions for workplace sexual harassment. Considering the history of sexual harassment cases against major Las Vegas nightclub operators, the industry is currently facing the problem of either continuing to follow the “good old days” model of using bottle service girls’ sexuality to attract business or develop safer and more efficient business model to protect themselves and their employees. Analyses of secondary data including academic literature, trade publications and press, showed that similarly to the city itself, Las Vegas nightclub industry expanded and evolved from a boy's town to one of the most visited …

Methods Of Teaching Social Intelligence And Its Impact On Service Quality, Martee Fischman

UNLV Theses, Dissertations, Professional Papers, and Capstones

Current literature on social intelligence was reviewed and analyzed and most was focused on the general understanding of social intelligence and methods of measurement. There is little literature that connects social intelligence to the business world and none that focuses on the hospitality industry. It is important to fill the gap in research because social intelligence could have a significant impact on service quality, which in turn affects revenues. The current literature provides a good foundation, but more research is needed in the hospitality industry to determine the impact social intelligence actually has on service quality. Experimentation utilizing several measurement …

Nurse Managers' Hiring Selection Of Newly Licensed Rns: A Grounded Theory Approach, Susan Adamek

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this research study was to construct a substantive grounded theory regarding how acute care nurse managers select the newly licensed RNs (NLRNs) they hire. This is important because a good selection process can reduce expensive employee turnover and improve teamwork on units. There has been extensive research regarding interventions that improve the retention of NLRNs after they are hired, such as residency programs, preceptors, mentors and support groups, but there is very little in the literature about the processes or preferences nurse managers use to select the right candidates to be hired. A constructivist grounded theory approach …

A Study On Employee Turnover In Shanghai’S Fine Dining Restaurants, Yang Liu

UNLV Theses, Dissertations, Professional Papers, and Capstones

No abstract provided.

The Impact Of Managerial Styles And Job Satisfaction On Employee Turnover In The Hospitality Industry, Amanda Ayres

UNLV Theses, Dissertations, Professional Papers, and Capstones

The hospitality industry in Las Vegas is a business that relies heavily on the competences of their employees. Unique to this industry, is the delivery of experiences rather than actual products or tangible goods. Due to the nature of this business, management styles, employee retention and standards of the employees are of the utmost importance to employers (Faldetta, Fasone and Provenzano, 2013). In summary, the stability among employees becomes an essential characteristic of the positive functionality of a hospitality organization. The irony in this is that high, employee turnover rates are common to these corporations. Employee turnover is a component …

A Model Of Hospitality Employee Engagement, Hee Jung Kang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study focuses on employee's state-like psychological resources by investigating individual and organizational antecedents to employee engagement and valued human resource outcomes. The purpose of this study was to develop and test a theoretical model that explains the interrelationships among six constructs and to explore the mediating effects of employee engagement. Structural Equation Modeling using AMOS (18.0) statistical software was used to test the full structural model (measurement and structural model) of the hypothesized relationships among the variables with a sample of hospitality employees. The findings supported all hypothesized relationships except the direct relationship between employee engagement and turnover intention. …

Leadership In Action: Leading, Learning, And Reflecting On A Career In Academic Libraries, Patricia A. Iannuzzi

Library Faculty Presentations

The library literature is rife with books and articles about leadership, much of it derived or applied from the research external to the library profession. Our professional literature is also rich with surveys about the qualities of leadership. This opening session provides a counterpoint to the theoretical, academic approach to the study of leadership in libraries. Based upon more than 30 years of experience, including positions ranging from library assistant to dean, Patricia Iannuzzi provides a practical approach to leadership roles for academic librarians on campus, in our profession, and within the higher education arena. In this personal reflection, Iannuzzi …

Pre-Employment Drug Screening: Cost And Benefits, Rena Sultany

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper will answer the question of whether pre-employment drug testing of applicants is helpful or harmful to an organization as a whole. The following question will be explored in this paper: What are the benefits and costs associated with pre-employment drug-screening?

The target of this study will be the hospitality industry in Las Vegas. A recommendation to the industry will be made once a thorough literature review of past research on the topic is conducted. Drug testing is a common practice in hospitality companies in Las Vegas. It is costly to these companies to conduct such tests. It is …

A Social Information Processing Perspective Of Coworker Influence On A Focal Employee, Zhijun Chen, Riki Takeuchi, Cass Shum

Hospitality Faculty Research

A critical omission in the coworker influence literature is how a coworker influences a closely related (focal) employee’s job performance behaviors and whether this influence is contingent on that coworker’s own behaviors. By integrating social information processing and social cognitive theories with social exchange and role theories, we hypothesize that there are, at least, three distinct types of coworker dyadic influence. Accordingly, we develop and test a moderated mediation model to explicate such influence. Two multi-source, field-design studies conducted in Hong Kong supported the modeled relationships in that employee role ambiguity partially mediated the relationships between coworker-employee exchange (CEX) and …

Linkedin As An Information Source For Human Resources, Competitive Intelligence, Nancy E. Fawley

Library Faculty Publications

LinkedIn, the online professional network, provides people with the opportunity to interact with other professionals in their fields, locate potential employers through company pages and employees, and participate in forums relevant to their professions.

Examining Competencies For The Human Resources Professional Within Idaho State Government, Cecil R. Torres Jr

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study examines the vital competencies of the Human Resource (HR) professional within Idaho state government. Through the lens of comparability and factor analysis, the competencies examined in this study utilize the Human Resource Competency Survey (HRCS) study framework as a basis for study. Since the HRCS model was primarily designed for the private sector, this study examines these study findings in light of public services on a state government level.

This study establishes a competency model that the human resource professional in state level government can use in various facets related to their individual performance, training and development, recruitment, …

The Family And Medical Leave Act’S Impact On The Hospitality Industry: Implementing Policies To Ensure Continued Productivity, Katie O'Brien Coon

UNLV Theses, Dissertations, Professional Papers, and Capstones

The Family and Medical Leave Act, (FMLA), allows women and men to take up to 12 weeks leave to care for a newborn child (maternity leave) and/or care for sick family members. The Department of Labor states that:

FMLA entitles eligible employees of covered employers to take unpaid, job-protected leave for specified family and medical reasons with continuation of group health insurance coverage under the same terms and conditions as if the employee had not taken leave (Family and Medical Leave Act - Wage and Hour Division (WHD) - U.S. Department of Labor, 2012).

When an employee decides to take …

Non-Monetary Strategies To Retain Key Employees, Becky Rader

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to provide a handbook that management can use to retain employees, especially top performers.

Companies within the hospitality industry are attempting to strengthen their bottom line during these tough economic times. Employees contribute significantly to the bottom line but are often overlooked as assets by the company. As a result, many employees become disengaged and unsatisfied. As this happens, employees begin to look for opportunities outside the company where they feel they will be more valued for their abilities. Unfortunately, for the company losing employees, the most likely losses are the most accomplished employees. …

A Training Manual: To Increase Performance In Cost Management Of A Las Vegas Nightclub For Operations Managers, Mark F. Staudinger

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to write a training manual on cost management for operating managers in the Las Vegas nightclub industry. The manual will be designed to be used as a tool to control and manage costs for managers responsible for making decisions that directly affect controllable costs. These decisions include but are not limited to staffing and par levels, price points, purchasing, and staff training and monitoring.

Creating A Hospitality Leadership Development Training Program For A Country Club, Joan Ho

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose: The purpose of this paper is to design a hospitality leadership development training program for a medium sized country club.

Statement of Objective: This paper will present a set of guidelines for creating and implementing an effective hospitality leadership development program for the country club and subsequently implemented for other hospitality and tourism organizations. The leadership development training program aims to attract the employees to retain in this trade. Therefore there is clearly a need for the hospitality and tourism industries to understand what constitutes effective leadership and how it can be achieved. Different definitions of leadership and important …

Effects Of Service Level With Low Unemployment Rate In Macau, Hou Ian Chui

UNLV Theses, Dissertations, Professional Papers, and Capstones

Justification and Objectives: With this background in mind, there is an important question that has not been answered in the context of Macau’s hospitality industry: Does the workforce display what Gu and Siu (2009) called “mediocre interpersonal skills” (p. 561) because of innate shortcomings in the workforce, or because of voluntary behavior on the part of the workforce? The proposed paper will use Osterman’s (1994) theoretical framework of employment incentives and with reference to the research being conducted by Venetian Macau.

Purpose Statement: The purpose of this study is to quantitatively measure the links between the variables of employee service …

Comparing Service Qualities/Gaps Between Hospitality Industry And Timeshare Industry, Yan Zhu

UNLV Theses, Dissertations, Professional Papers, and Capstones

After the Great Recession of 2008, both the hospitality and the timeshare industries were influenced dramatically. Consumers became more sensitive to the price of services rendered, and to service quality when choosing hotels and investing in timeshares. Thus, service quality became the vital factor contributing to success in the highly competitive hospitality industry. This paper will compare service qualities and gaps between the hospitality industry and the timeshare industry. The purpose of this study is to find the key service gaps in the both industries and service quality dimensions.

Objective of Study: This paper will identify each aspect of service …

Environmental Waste Mangement Training Module For Temporary / Esl Employees In Meeting And Event Industry, Shinyong Shawn Jung

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper specifically attempts to outline a training module that assists the front-line employees who have communication issues with management. It also helps the employees to efficiently acquire necessary skills and knowledge in a timely manner and to properly translate them into action. The training module will be organized by examining previous literatures as well as reviewing pre-existing training modules in general. Specific methods and best practices will be selected and integrated into the manual in easy-to-understand manner.

The Impact Of Physician Job Satisfaction On The Sustained Competitive Advantage Of Health Care Organizations, Olena Mazurenko, Stephen J. O’Connor

Public Health Faculty Publications

This paper employs the resource-based theory of the firm to explain the influence of human resources on the sustained competitive advantage of an organization. Based on previous conceptual and empirical literature, we posit that the presence of a high potential employee workforce, coupled with adequate human resource management policies, can result in improved profit generating potential. We developed a conceptual framework with several propositions that illustrate the associations between job satisfaction and organizational productivity. We apply this concept in the health care field, suggesting that the satisfaction of physicians’ needs leads to greater organizational productivity and sustained competitive advantage.

Promoting Innovation In Hospitality Companies Through Human Resource Management Practices, Song Chang, Yaping Gong, Cass Shum

Hospitality Faculty Research

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People’s Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skills both have a significant and positive effect on incremental and radical innovation among hotel and restaurant companies. The two human resource management practices are also found to have a negative joint impact on incremental but not radical innovation. The implications for promoting innovation in hospitality companies are discussed.

Literature Review On Turnover - To Better Understand The Situation In Macau, Ut Lon Im

UNLV Theses, Dissertations, Professional Papers, and Capstones

Macau is enjoying the prosperity brought by the increase of gaming operations. However, this rapid development imposed a great challenge in Human Resources Management. The hospitality industry is experiencing a high turnover rate, which affects the service quality and long-term sustainability. Major causes of turnover were reviewed from Western based and Asian based literature. Local studies were also included to provide a better picture of the turnover causes in Macau. Some recommendations were made to help retaining talented employees.