Emotional intelligence is the ability to understand and manage emotions. This includes one’s own emotions and the emotions of others. Customer service workers who are emotionally intelligent are better at dealing with customers. In casinos, dealers and gamblers can be thought of as customer service workers and their customers. This study tested for a link between dealers’ emotional intelligence, job satisfaction, turnover intention, and the responses of their gambling customers. More emotionally intelligent dealers were more satisfied with their jobs and less likely to leave. Gamblers were more satisfied with dealers who were emotionally intelligent. They were also more likely to stay at or return to the tables of emotionally intelligent dealers. Therefore, dealer emotional intelligence could lead to more positive customer responses.
