The Effects of Problem Gambling for the Betting Industry and their Employees: Balancing Moral Obligations with a Successful Business
Citation
(2015) The Effects of Problem Gambling for the Betting Industry
and their Employees: Balancing Moral Obligations with a
Successful Business, no. 88.
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.