{"id":"https://openalex.org/W2511989638","doi":"https://doi.org/10.1016/j.jretconser.2016.08.011","title":"Leveraging employee emotional intelligence in casino profitability","display_name":"Leveraging employee emotional intelligence in casino profitability","publication_year":2016,"publication_date":"2016-09-03","ids":{"openalex":"https://openalex.org/W2511989638","doi":"https://doi.org/10.1016/j.jretconser.2016.08.011","mag":"2511989638"},"language":"en","primary_location":{"id":"doi:10.1016/j.jretconser.2016.08.011","doi":"https://doi.org/10.1016/j.jretconser.2016.08.011","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2016.08.011","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://ro.ecu.edu.au/ecuworkspost2013/2206","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5051270771","display_name":"Catherine Prentice","orcid":"https://orcid.org/0000-0002-7700-3889","observed_orcids":["https://orcid.org/0000-0002-7700-3889"]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]},{"id":"https://openalex.org/I12079687","display_name":"Edith Cowan University","ror":"https://ror.org/05jhnwe22","country_code":"AU","type":"education","lineage":["https://openalex.org/I12079687"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Catherine Prentice","raw_affiliation_strings":["Department of Marketing, Griffith University, Brisbane, Australia","School of Business and Law, Edith Cowan University, Joondalup, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Griffith University, Brisbane, Australia","institution_ids":["https://openalex.org/I11701301"]},{"raw_affiliation_string":"School of Business and Law, Edith Cowan University, Joondalup, Australia","institution_ids":["https://openalex.org/I12079687"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5051270771"],"corresponding_institution_ids":["https://openalex.org/I11701301","https://openalex.org/I12079687"],"apc_list":{"value":4510,"currency":"USD","value_usd":4510},"apc_paid":null,"fwci":5.7655,"has_fulltext":false,"cited_by_count":52,"citation_normalized_percentile":{"value":0.95239287,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"33","issue":null,"first_page":"127","last_page":"134"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11433","display_name":"Emotional Intelligence and Performance","score":0.6366999745368958,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11433","display_name":"Emotional Intelligence and Performance","score":0.6366999745368958,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.3075999915599823,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.04320000112056732,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8080000281333923},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.8080000281333923},{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":0.9860000014305115},{"id":"https://openalex.org/keywords/emotional-contagion","display_name":"emotional contagion","score":0.8529999852180481},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.8349999785423279},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9700000286102295}],"concepts":[{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.6790876388549805},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.649313747882843},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6219403743743896},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5955132246017456},{"id":"https://openalex.org/C136103064","wikidata":"https://www.wikidata.org/wiki/Q1044045","display_name":"Emotional labor","level":2,"score":0.5823425650596619},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5497369170188904},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5046557188034058},{"id":"https://openalex.org/C174107131","wikidata":"https://www.wikidata.org/wiki/Q191591","display_name":"Emotional intelligence","level":2,"score":0.49462005496025085},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4755922555923462},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.4250052571296692},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4112401604652405},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.21972084045410156},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.10092183947563171},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1016/j.jretconser.2016.08.011","doi":"https://doi.org/10.1016/j.jretconser.2016.08.011","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2016.08.011","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},{"id":"pmh:oai:ro.ecu.edu.au:ecuworkspost2013-3210","doi":null,"is_oa":true,"landing_page_url":"https://ro.ecu.edu.au/ecuworkspost2013/2206","pdf_url":null,"source":{"id":"https://openalex.org/S2765015692","display_name":"Australasian Journal of Paramedicine","issn_l":"2202-7270","issn":["2202-7270"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/I4405272673","host_organization_name":"Australasian College of Paramedicine","host_organization_lineage":["https://openalex.org/I4405272673"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Research outputs 2014 to 2021","raw_type":"text"},{"id":"pmh:oai:RePEc:eee:joreco:v:33:y:2016:i:c:p:127-134","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0969698916301266","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:eprints.usq.edu.au:49887","doi":null,"is_oa":true,"landing_page_url":"https://www.sciencedirect.com/science/article/pii/S0969698916301266","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article (Commonwealth Reporting Category C)"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/100257","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/100257","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal article"}],"best_oa_location":{"id":"pmh:oai:ro.ecu.edu.au:ecuworkspost2013-3210","doi":null,"is_oa":true,"landing_page_url":"https://ro.ecu.edu.au/ecuworkspost2013/2206","pdf_url":null,"source":{"id":"https://openalex.org/S2765015692","display_name":"Australasian Journal of Paramedicine","issn_l":"2202-7270","issn":["2202-7270"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/I4405272673","host_organization_name":"Australasian College of Paramedicine","host_organization_lineage":["https://openalex.org/I4405272673"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Research outputs 2014 to 2021","raw_type":"text"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.833299994468689}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":65,"referenced_works":["https://openalex.org/W21884523","https://openalex.org/W111315104","https://openalex.org/W112069164","https://openalex.org/W567437002","https://openalex.org/W604606004","https://openalex.org/W1514823166","https://openalex.org/W1517895055","https://openalex.org/W1561382328","https://openalex.org/W1576231615","https://openalex.org/W1580118833","https://openalex.org/W1587057179","https://openalex.org/W1597557126","https://openalex.org/W1612473193","https://openalex.org/W1965449742","https://openalex.org/W1966328414","https://openalex.org/W1973437001","https://openalex.org/W1977989333","https://openalex.org/W1981023532","https://openalex.org/W1985885178","https://openalex.org/W1990369407","https://openalex.org/W1991856419","https://openalex.org/W1992407265","https://openalex.org/W1997345799","https://openalex.org/W1997367252","https://openalex.org/W2005260623","https://openalex.org/W2007936236","https://openalex.org/W2007958722","https://openalex.org/W2008053414","https://openalex.org/W2021054635","https://openalex.org/W2021469060","https://openalex.org/W2025926893","https://openalex.org/W2026329655","https://openalex.org/W2028809046","https://openalex.org/W2029126213","https://openalex.org/W2033940782","https://openalex.org/W2036063909","https://openalex.org/W2044775861","https://openalex.org/W2048711090","https://openalex.org/W2051345079","https://openalex.org/W2052125979","https://openalex.org/W2056103930","https://openalex.org/W2060952904","https://openalex.org/W2067283123","https://openalex.org/W2068613599","https://openalex.org/W2073987109","https://openalex.org/W2078395305","https://openalex.org/W2081609936","https://openalex.org/W2084582417","https://openalex.org/W2087466456","https://openalex.org/W2090549016","https://openalex.org/W2105701450","https://openalex.org/W2110689097","https://openalex.org/W2110762546","https://openalex.org/W2121070477","https://openalex.org/W2147653858","https://openalex.org/W2153906047","https://openalex.org/W2185289591","https://openalex.org/W2397479638","https://openalex.org/W2571172251","https://openalex.org/W2892992943","https://openalex.org/W2980167943","https://openalex.org/W4388337728","https://openalex.org/W6633574485","https://openalex.org/W6636619025","https://openalex.org/W6754800303"],"related_works":["https://openalex.org/W2130021111","https://openalex.org/W7096358110","https://openalex.org/W2958177147","https://openalex.org/W21884523","https://openalex.org/W2251234191","https://openalex.org/W4376472942","https://openalex.org/W2359307572","https://openalex.org/W2160038299","https://openalex.org/W3147322412","https://openalex.org/W7154567644"],"abstract_inverted_index":{"Drawing":[0],"on":[1],"the":[2,13,49,76,162,171],"link":[3],"between":[4],"service":[5,21,53,78,101,112,115,125],"quality":[6,22,126],"and":[7,23,59,85,97,111,132,152],"casino":[8,20,35,56,124,134],"profitability,":[9],"this":[10],"paper":[11],"describes":[12],"roles":[14],"of":[15,108,123,164],"frontline":[16,57],"employees":[17,58],"in":[18,42,166,170],"delivering":[19],"analyses":[24,92],"how":[25,93],"management":[26],"can":[27,95],"nurture":[28],"employee":[29,109],"emotional":[30,50,66,74,77,86],"intelligence's":[31],"(EEI)":[32],"contribution":[33],"to":[34,72,129,148],"revenue":[36],"growth.":[37],"This":[38,136],"study":[39,90,138],"is":[40],"conceptual":[41],"nature.":[43],"The":[44,61,89],"analysis":[45],"builds":[46],"from":[47,65],"identifying":[48],"contents":[51],"embracing":[52],"encounter":[54,118],"involving":[55],"customers.":[60],"identification":[62],"area":[63],"approaches":[64],"work":[67],"performed":[68],"by":[69,80],"employees,":[70],"referred":[71],"as":[73,155,157],"labor,":[75],"delivered":[79],"casinos,":[81],"customer":[82,130],"attributed":[83],"emotions":[84],"contagion":[87],".":[88],"comprehensively":[91],"EEI":[94,165],"manage":[96],"regulate":[98],"emotionally":[99],"charged":[100],"encounters":[102],"which":[103,127],"subsequently":[104],"affect":[105],"customers\u2019":[106,121],"perception":[107,122],"behaviours":[110],"performance":[113,119,151],"over":[114],"encounters.":[116],"These":[117],"forms":[120],"leads":[128],"loyalty":[131],"ultimately":[133],"profitability.":[135],"theory-focused":[137],"presents":[139],"an":[140],"additional":[141],"venue":[142],"with":[143],"great":[144],"potential":[145],"for":[146,168],"casinos":[147],"enhance":[149],"business":[150],"financial":[153],"growth,":[154],"well":[156],"providing":[158],"new":[159],"insights":[160],"into":[161],"role":[163],"organizations":[167],"researchers":[169],"relevant":[172],"field.":[173]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":12},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2016-09-16T00:00:00"}