‘Something to Deal With’: Customer Sexual Harassment and Women's Retail Service Work in Canada

While sexual harassment in the workplace has been extensively researched over the past two decades, the majority of studies have focused on employer–employee or co-worker relationships. In contrast, the issue of ‘customer sexual harassment’ (i.e. the sexual harassment of employees by customers) has been less explicitly explored. This paper examines customer sexual harassment in the Canadian context, drawing on a study of 63 female retail service workers and 20 security workers. It focuses on the nature, prevalence, and consequences of this form of harassment for women who work in various jobs in retail sales (e.g. flower shops, book shops). Findings from the study suggest that customer sexual harassment is a significant problem. Not only have a majority of women been sexually harassed by customers in their current job, but they appear to be highly constrained in dealing with such behaviour. To the extent that the work environment privileges the customer, through its emphasis on customer satisfaction, women are reluctant to confront harassers and may engage in behaviours (e.g. avoiding male customers, being less friendly) which potentially impact their performance on the job. The paper examines the dilemmas facing female workers and the policy issues raised.     

Happiness and Job Satisfaction in a Casino-Dominated Economy

Proposals for casinos usually focus on numbers of jobs without considering their quality. We surveyed 1,506 Macau residents, modelling happiness and job satisfaction. Being employed is shown to be important for ‘happiness’. But job attributes also matter, confirming the work domain as influential on wellbeing. Casino employees report similar happiness as others. However, despite relatively high pay, they report low overall job satisfaction. The particular aspects of their jobs that they rated generally negatively tended to be those inherent in casino employment rather than easily modifiable by managerial action.     

The Relationship Between Sexual Minority Verbal Harassment and Utilization of Health Services: Results from Countywide Risk Assessment Survey (CRAS) 2004

In this article we examine the prevalence of and associations between sexual orientation–based verbal harassment and reported utilization of health services across levels of sexual orientation in a diverse sample of adult recipients of Los Angeles County–funded HIV-related health and social services. Thirty-two percent reported they had experienced verbal harassment, the majority (80.3%) of whom identified as lesbian, gay, or bisexual (LGB). Those who reported being verbally harassed received significantly more services overall than those who were not verbally harassed, and service utilization varied by sexual orientation. These findings inform future efforts to identify and assess social discrimination in health and social service settings.     

Not in my backyard: Las Vegas residents protest casinos

Casino gambling is becoming increasingly attractive to jurisdictions facing severe fiscal crises. Evidence suggests that casinos bring jobs and increased government revenues. However, attitudes and concerns of local residents regarding the location of casinos in their community should be considered in decisions regarding casino legalization. This paper analyzes the importance of factors associated with the selection of homes by persons living in the Las Vegas metropolitan area. A random survey of 967 recent home purchasers was analyzed. Proximity to a casino is of some importance to home purchasers. As expected, purchasers of more expensive homes and those with children in the household were more concerned about casino locations than others. But casinos were not the only concern of purchasers. Crime, industrial plants, and potential nuclear waste route locations were of greater concern than casino proximity. On the other hand, casino locations were of greater concern than shopping centers and fast food restaurant locations.This research project was supported in part by funds from Clark County through U.S. Department of Energy project grant # DE-FG08-89NV10819, and the College of Business and Economics (U.N.L.V.) Faculty Research Fund of the First Interstate Bank of Nevada.     

Female harassment after ending a relationship: A preliminary study

While dramatic instances of male aggression directed toward women, such as rape and wife battering, have been frequently studied, a more subtle form of male aggression—female harassment—has been investigated less often. In the present study, 50 women who had terminated relationships with males and then were harassed were interviewed. In general, the harassment lasted for about a year, and episodes which occurred on a daily basis consisted of calls, letters, visits to home or work, being followed, verbal threats, and physical aggression. For the most part, these aggressive actions were perceived as both threatening and disturbing. Findings indicated that assertive female strategies were not more effective in reducing harassment than more sex-role stereotyped passive and nonassertive responses to male aggression. In the second phase of this study a sample of college undergraduates was interviewed on the topic of harassment. Fifty-six percent of the women indicated that they had been harassed by men.My thanks to Lyn De Amicis and LaVome Robinson for their instructive and helpful comments.     

The “Locals” Market: An Emerging Gaming Segment

One of the newest customer segments to be identified by casino marketers is the “locals” market, or local resident gambler market. This study addresses the relative lack of empirical data on the “locals” market segment. The purposes of the study are to identify important reasons for visiting a particular casino; to identify which casinos respondents visit most often and why; to gain an understanding of such behavioral variables as gambling budget, time spent gambling, and favorite game; and to determine perceptions of different casinos in the Las Vegas area. The results may not generalize across all casino markets but they do provide insight into gamblers’ activities and behavior patterns. A telephone survey administered to residents of the Las Vegas metropolitan area yielded a sample of 637 participants who gamble for a least 15 minutes once every 2 months in a legalized gambling establishment. A customer satisfaction index based on casino performance on importance variables is presented.     

Disordered Gambling among Chinese Casino Employees

A previous study suggests that casino employees are at higher risk for disordered gambling than non-casino employees. The present study examined the cognitive correlates of the gambling involvement of Chinese casino employees. These potential cognitive correlates included attitudes toward the gaming industry and gambling activities, perceived job meaningfulness, and job stress. One hundred and nineteen Chinese respondents (M = 57; F = 62) working as dealers in Macao casinos were recruited through convenience sampling to fill out a questionnaire. The results revealed that about 7% of the respondents scored 10 or more on the South Oaks Gambling Screen and engaged in disordered gambling. Path analysis showed that attitude toward the gaming industry had a positive impact on job meaningfulness, which largely explained variances of job stress among casino employees. Job stress had a significant, but weak, direct impact on disordered gambling. Though causality between variables cannot be confirmed, this study provided insights into the impacts of cognitive factors on gambling involvement among Chinese front-line employees in the gaming industry. Implications of the findings were also discussed.     

Employer liability for third‐party sexual harassment

While most employers understand the scope of their responsibility to prevent sexual harassment between employees, the scope of an employer's responsibility to prevent sexual harassment by third parties is often less clear. Such third parties may include customers, clients, sales representatives, vendors, investors, or anyone in the workplace who is not a member of the employer's workforce. Although an employer may be unable to easily control non‐employee actions, it is legally obligated to respond to any third‐party sexual harassment of its employees that is brought to the employer's attention. With proper safeguards and remedial action, however, an employer can keep its employees safe from third‐party sexual harassment and protect itself from liability in the process. This Q&A explains employer liability for third‐party sexual harassment, describes the ramifications of an employer's failure to properly address or prevent it, and recommends strategies to reduce an employer's legal exposure.     

‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector

This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer‐perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer‐perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.     

Native American casino gambling in Arizona: A case study of the Fort McDowell reservation

Since Congress passed the American Indian Gambling Regulatory Act (IGRA) in 1988, there has been an explosion in the number of gambling casinos located on Native American reservations. It is estimated that in 1994 the total net revenue from 81 Native American casinos exceeded $2.3 billion dollars. As the number of Native American casinos grows along with the volume of gambling activity, opposition increases from states, the established gambling industry hurt by lost revenues, and groups with moral objections to gambling. This article reports on an effort to measure the economic impact of the Fort McDowell casino located near Phoenix, Arizona. The article discusses the casino's history and current operations. Next, it explains the use of an input-output model to compute the impact of casino's income and employment effects on the economy of Maricopa County. It is estimated that the casino is responsible for 2,483 new jobs, and an increase of approximately $80.35 million in regional output. Additional information is necessary to more accurately assess both the benefits and costs of the casino. Unfortunately, subsequent efforts to collect additional data have been unsuccessful. The conclusion discusses why, and raises questions regarding Native American gaming.An earlier version of this paper was presented at the 9th International Conference on Gambling and Risk Taking, May 31–June 3, 1994, Las Vegas, Nevada. This research was funded by a FGIA grant from Arizona State University. The author expresses his appreciation to the referees who provided substantial guidance in improving the original paper. Any remaining errors are mine.     

Sexual harassment: relation to other forms of discrimination and to health among women and men

During the last years, harassment experiences have more often than earlier been included in the framework of work stress, thereby being seen more as a result of how the work organisation function rather than being a result of poor characteristics among individuals. The aim of the present study was to examine the relation between sexual harassment, gender discrimination, bullying, conflicts and informal decision structures. The study took place at a large university in the northern part of Sweden, and data was collected by a questionnaire. Lack of equality and conflicts were significantly related to sexual harassment among women, but none of the studied factors to sexual harassment among men. Common among both women and men were that gender discrimination, bullying, conflicts, being negatively affected by informal decision structures, that women are given preferential treatment and lack of information were related to poor health. To summarise, the results in the present study support earlier studies in their conclusions that work organisation is closely related to the occurrence of harassment. This is especially important to point out when planning for interventions against for example sexual harassment, which very often focuses on the harassed individual, rather than the organisation.     

The Utilisation of Music by Casino Managers: An Interview Study

Music is ubiquitous in retail and commercial environments, with some managers believing that music can enhance the customer experience, increase footfall and sales and improve consumer satisfaction. Casino gambling is popular in the United Kingdom and anecdotal evidence suggests that music is often present. However, little is known about the rationale for music use from the perspective of casino managers. In this study semi-structured interviews were conducted with five casino managers to establish their motivations for utilising music, the factors informing their choice of music and the extent to which music is used with the intention of influencing gambling behaviour. Results showed that casino managers utilised two types of music—recorded background music, often sourced via external music supply companies and live music. Live music was often situated away from the gaming floor and used primarily to accompany participation in non-gambling activities. Recorded background music was not used with the direct aim of influencing customers’ gambling behaviour, but to create the right atmosphere for gambling and to promote certain moods within the casinos. To achieve these aims casino managers manipulated the tempo, volume and genre of the recorded background music. Casino managers also reported that some gamblers listen to music via portable music players, possibly with the intention of customising their gambling experience. This study is unique as it has provided a first-hand account of casino managers’ implicit theories with regards to why they utilise music and the roles which music is considered to fulfil in casinos.     

Changes in Suicide and Divorce in New Casino Jurisdictions

Using county-level data, this study examines the impact that the introduction of casino gambling has on suicide and divorce. Eight communities that adopted casino gambling between 1991 and 1994 are compared with a matched set of control counties, jurisdictions that are economically and demographically similar to the casino counties. Suicide rates are not statistically different between casino and control communities. Divorce rates are lower in three casinos counties, higher in one, and not statistically different in four. Overall, the results suggest no widespread, statistically significant increase in either suicide or divorce. Possible explanations for the results are provided.     

Problem and Pathological Gambling in a Sample of Casino Patrons

Relatively few studies have examined gambling problems among individuals in a casino setting. The current study sought to examine the prevalence of gambling problems among a sample of casino patrons and examine alcohol and tobacco use, health status, and quality of life by gambling problem status. To these ends, 176 casino patrons were recruited by going to a Southern California casino and requesting that they complete an anonymous survey. Results indicated the following lifetime rates for at-risk, problem, and pathological gambling: 29.2, 10.7, and 29.8%. Differences were found with regards to gambling behavior, and results indicated higher rates of smoking among individuals with gambling problems, but not higher rates of alcohol use. Self-rated quality of life was lower among pathological gamblers relative to non-problem gamblers, but did not differ from at-risk or problem gamblers. Although subject to some limitations, our data support the notion of higher frequency of gambling problems among casino patrons and may suggest the need for increased interventions for gambling problems on-site at casinos.     

Credit play and casinos: Profitability,legitimacy, and social responsibility

The purpose of this paper is to explore casino granted credit in both the business operation of a casino and the regulatory and statutory structure in which casinos operate. How credit policy is developed, how it is implemented, and how it might be abused are explored for the existing statutory and regulatory structures which prevail for the Nevada and Atlantic City casino industries. Casino credit policy in other countries is discussed, and various alternative approaches to the casino credit issue are examined. Parallels to other forms of credit allowed in other businesses, such as bank credit and retail credit, are made. Finally, alternative regulatory policies to deal with credit play are outlined, in terms of their likely effect on both the business and economic performance of casino operations, and the likely effects on players, the regulatory process, and the general image of the gaming industry.     

The Relationship Between Distance from Gambling Venues and Gambling Participation and Problem Gambling Among U.S. Adults

In this article we examine the relationship between extent of gambling for U.S. adults and the distance from their residence to the nearest casino or track. We employ data from a telephone survey of U.S. adults conducted in 2011–2013. The chances that the respondents gambled in the past year, were frequent gamblers, or were problem gamblers were greater if they lived close to a casino. The chances that the respondents gambled in the past year or were frequent gamblers were greater if they lived close to a horse or dog track. The effects of closeness to a casino on the likelihood of past-year gambling, frequent gambling, and problem gambling, as well as the effect of closeness to a track on past-year gambling, extended to about 30 miles from the respondent’s home. In addition, the concentration of casinos within 30 miles of the respondent’s home was positively related to the respondents’ chance of being a frequent or problem gambler. If a respondent had no casinos within 30 miles, he or she had a 2.7 % chance of being a problem gambler; if one casino, a 3.9 % chance; if six or more, a 6.2 % chance. The authors estimate that at least part of this effect is causal.     

High Stakes Casinos and Controversies

ABSTRACT

With the expansion of casino gambling across the United States, casino proposals generate huge controversy and increasingly pose challenges for community organizing. This article analyzes the impact of controversies over casino proposals in Hartford and elsewhere in Connecticut. In Connecticut, after the establishment of Fox-woods Casino of Native American lands, casino proposals were considered for Hartford and other locations. Within a unique constellation of local and statewide forces, a heated public debate ensued that was extremely divisive for the local community. As an economic development strategy for distressed communities casinos present tantalizing opportunities, but also may produce problematic results and prove destructive to community coalitions and cohesion, regardless of whether or not they are even built.     

The Correlations of Work Conditions with Unhealthy Lifestyles and Occupational Health Problems of Casino Croupiers in Macau

The Macau economy and employment of residents rely heavily on the gaming industry. It is important that the working conditions in casinos are not harmful to the health of the casino employees. This study examines the correlations between work conditions, unhealthy lifestyles and occupational health problems amongst casino croupiers in Macau. Its findings will provide casino managers and policy makers with evidence and awareness of the workplace health risks for the casino workers. The data were gathered by a questionnaire survey of 1,042 croupiers, which represents roughly 5 % of the croupier population in Macau. Work conditions were measured by worker satisfaction towards the biological, chemical and physical elements in their work environments. Unhealthy lifestyles were measured by practices of excessive drinking, smoking, electronic game playing and addictive substance use as well as gambling. Occupational health problems were measured by experiences of work related illnesses or symptoms. Results showed that high percentages of respondents were dissatisfied with the work conditions. On average each croupier experienced 10 work related health problems in the past 7 days. Over 5 % of the respondents drank more than three glasses of alcohol a day, 24 % smoked cigarettes, 12 % took addictive substances, 14 % gambled in the past 7 days. The analysis showed that dissatisfaction with work conditions did not correlate with unhealthy lifestyles but were strongly and significantly correlated with stress-related occupational health problems (R = 0.377–0.479, P < 0.001) and other occupational health problems (R = 0.348–0.461, P < 0.001). Casino workers in Macau experience a variety of problems associated with their work conditions that can be hazardous to their health. The working conditions in casinos need to be regularly monitored and improvements such as occupational health training and enhanced health related policies can be introduced.     

The money laundering control act and proposed amendments: Its impact on the casino industry

In their efforts to track unreported income, Congress passed the Money Laundering Control Act in 1985. Because they are often involved in large cash transactions, casinos were required to report on cash transactions in amounts of $10,000 or more in much the same manner as banks and other financial institutions. However, because of the unique nature of cash and chip transactions within modern casinos, the Act, or state variants of it, have created significant compliance costs for casinos. This analysis examines the implications of the Act for the casino gaming industry, and evaluates some of the recent suggested Amendments to the Act.     

Gambling on casinos: A political economy of Australian developments

The proliferation of commercial casinos in Australia over the past decade has transfigured the face of Australian gambling. This paper examines the implications of the precarious relations that exist between casino operations and the regulatory structures established to control them. While Australian casinos share many of the general features and problems of casinos in the United States and Britain, the Australian approach to the selection and control of casinos and the types of corporate organizations licensed to operate casinos has been quite distinctive. The various State governments also have adopted distinctly regional responses based on different moral climates, political-economic calculations and market competition. However, in their haste to secure a share of the casino market, governments have welcomed the involvement of large corporations in Australian gambling. The power of these economic forces and changing environmental conditions present a challenge to the capacity of governments to determine gambling trends in the country.