{"product_id":"on-the-frontline-in-macao-casino-employees-informal-learning-customer-service-volume-1-paperback","title":"On the Frontline in Macao: Casino Employees, Informal Learning, \u0026 Customer Service Volume 1 - Paperback","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eCarlos Siu Lam\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003eMacao 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; experiences and processes encountered by frontline employees in their informal learning activities; how informal learning is acquired and shared by frontline employees; and the how casino management manages frontline employees. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e Based on 49 interviews with frontline employees of six Macao casinos, On the Frontline in Macao is the most exhaustive study of Asian casino employees published in English to date. While it is sure to be valuable to those with an academic interest in Macao gaming, it has relevance to the industry as well: at the end of the book, twelve propositions and nine recommendations for practice explain to casino professionals just how they can utilize the author's findings to improve their management.\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMacao 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; experiences and processes encountered by frontline employees in their informal learning activities; how informal learning is acquired and shared by frontline employees; and the how casino management manages frontline employees.\u003c\/p\u003e\u003cp\u003eBased on 49 interviews with frontline employees of six Macao casinos, \u003ci\u003eOn the Frontline in Macao\u003c\/i\u003e is the most exhaustive study of Asian casino employees published in English to date. While it is sure to be valuable to those with an academic interest in Macao gaming, it has relevance to the industry as well: at the end of the book, twelve propositions and nine recommendations for practice explain to casino professionals just how they can utilize the author's findings to improve their management.\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 220\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.47 x 9.02 x 5.98 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e July 13, 2015\u003c\/div\u003e\n            ","brand":"BooksCloud","offers":[{"title":"Default Title","offer_id":53300717125939,"sku":"9781939546081","price":40.75,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0300\/5595\/6612\/files\/VKcZ7NAfuD9781939546081.webp?v=1777496278","url":"https:\/\/www.vysn.com\/en-ca\/products\/on-the-frontline-in-macao-casino-employees-informal-learning-customer-service-volume-1-paperback","provider":"VYSN","version":"1.0","type":"link"}