On the Frontline in Macao: Casino Employees, Informal Learning, & Customer Service Volume 1

by Carlos Siu Lam

Macao is a large and vibrant casino market that continues to lead the world in gaming revenues. Tables games dominate Macao gambling, which means that frontline employees--casino dealers--have an even more central role than they do in other jurisdictions. In this study, Carlos Siu Lam investigates the role of informal learning processes in customer service. Four themes emerge: the importance of informal learning to frontline employees and casinos;...

• Format: Paperback
• Language: English
• ISBN: 1939546087
• ISBN13: 9781939546081
• Release Date: July 2015
• Publisher: Unlv Gaming
• Length: 220 Pages
• Weight: 0.67 lbs.
• Dimensions: 0.5" x 6.0" x 9.0"