The Role of CSR and Responsible Gambling in Casino Employees' Organizational Commitment, Job Satisfaction, and Customer Orientation

This study aims to examine not only the impact of corporate social responsibility (CSR) on casino employees' organizational commitment (OC), job satisfaction (JS), and customer orientation (CO), but also the effect of responsible gambling (RG) on CO. In particular, this study examines how employees' expectation of implementing RG strategies influences their attitude toward customers. For this purpose, this study conducted a survey of employees (n = 307) who were working for a casino in Seoul, Korea. The results of this study indicate that economic, legal, and philanthropic CSR had an effect on OC, which, in turn, influenced JS. Additionally, JS and the expectation of RG strategies were found to influence CO. These findings will contribute to understanding the impacts of CSR and RG on casino employees' behavior toward customers and providing practical implications to the casino industry.