The Effects of Problem Gambling for the Betting Industry and their Employees: Balancing Moral Obligations with a Successful Business

Abstract

This study investigates the role of staff members employed in a customer facing role within a high street book makers organisation and if they are able to help tackle the issue of problem gambling. The study will also analyse the effects of problem gambling/gamblers on the employees and the wider betting industry. Previous research primarily offers a descriptive account of five key themes identified in the dissertation. The main themes focus on psychological issues, consumer behaviour, regulations, staff training and staff interventions. The focus of the study is designed to further advance our understanding of the term problem gambling and issues involved for those in a frontline staffing position who may be in a position or required to intervene. Qualitative research was employed with the researcher completing 15 semi-structured interviews amongst employees of a UK high street bookmaking chain. The research was of an exploratory nature to gain an insight into the issue and is not, as conducted, generalizable into a wider community. The results of the study showed a clear understanding of the term 'problem gambler's with evidence that all participants were willing to interact with an individual who may be presenting signs of addictive behaviour. This willingness to intercede was primarily noted as being due to the relationship that is formed between employees and customers. However, employees feel that more staff training would benefit and enhance the interaction process. Due to the number of participants the results could not be generalised and it is suggested that as gambling continues to be liberalised further research should be completed on a larger scale nationwide across the full gambling industry. There were a number of limitations when conducting this research as due to the timeframe and scale of the project participants were all from the one organisation and from the same area of the country.