Accessing Responsible Gambling Information from Casinos: Two Secret Shopper Studies.
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| Titel: | Accessing Responsible Gambling Information from Casinos: Two Secret Shopper Studies. |
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| Autoren: | Morelli B; Department of Psychology, University of Memphis, Memphis, TN, USA. bmorelli@memphis.edu.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA. bmorelli@memphis.edu., Gunnigle MA; Department of Psychology, Rhodes College, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Russell LM; Department of Psychology, Rhodes College, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Dow CV; Department of Psychology, University of Memphis, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Schuetze JG; Department of Psychology, Rhodes College, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Ginley MK; Department of Psychology, East Tennessee State University, Johnson City, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Whelan JP; Department of Psychology, University of Memphis, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA., Pfund RA; Department of Psychology, University of Memphis, Memphis, TN, USA.; Tennessee Institute for Gambling Education and Research, Memphis, TN, USA. |
| Quelle: | Journal of gambling studies [J Gambl Stud] 2025 Dec; Vol. 41 (4), pp. 1597-1613. Date of Electronic Publication: 2025 May 24. |
| Publikationsart: | Journal Article |
| Sprache: | English |
| Info zur Zeitschrift: | Publisher: Human Sciences Press, Inc Country of Publication: United States NLM ID: 9425991 Publication Model: Print-Electronic Cited Medium: Internet ISSN: 1573-3602 (Electronic) Linking ISSN: 10505350 NLM ISO Abbreviation: J Gambl Stud Subsets: MEDLINE |
| Imprint Name(s): | Original Publication: New York, N.Y. : Human Sciences Press, Inc., c1990- |
| MeSH-Schlagworte: | Gambling*/psychology , Social Responsibility* , Behavior, Addictive*/psychology , Access to Information*, Humans ; Male ; Female ; Adult ; Middle Aged ; United States ; Internet |
| Abstract: | Competing Interests: Declarations. Ethics Approval: This is an observational study. The University of Memphis Institutional Review Board has confirmed that no ethical approval is required. Competing Interests: The authors have no relevant financial interests to disclose. Rory A. Pfund is the associate editor for Journal of Gambling Studies, Meredith K. Ginley is the is the associate editor for Journal of Gambling Studies, and James P. Whelan is the editor for Journal of Gambling Studies. Although responsible gambling (RG) programs are prevalent as they are legally required in many jurisdictions and are commonly found as part of corporate social responsibility policies, consumers report barriers to and limited employee knowledge about RG resources. Using a secret shopper methodology, two studies explored the accessibility of information about casino RG programs. The two studies sampled all seven casinos located within a southeast United States metropolitan area of 1.3 million people. Study 1 involved contacting each casino by telephone and requesting information from customer services representatives (n = 12), and Study 2 involved visiting casinos in person and requesting information from on-casino floor employees (n = 6), off-casino floor employees (n = 7), and security personnel (n = 7). The information requested through both modalities included (1) general information about RG, (2) the presence of RG resources both in-casino and online, and (3) directions to find RG resources in-casino and online. Study 1 indicated that the accessibility of RG information was unreliable via the telephone. Study 2 indicated that casino employees provided information about RG and in-casino materials but inconsistently provided information about online RG resources. These two studies suggested that casinos could not reliably provide comprehensive RG information. This finding suggests a greater need for governments to hold operators accountable for offering RG programs and for operators to better adhere to corporate social responsibility commitments. (© 2025. The Author(s).) |
| References: | Arch Public Health. 2022 Nov 4;80(1):226. (PMID: 36329541) BMC Public Health. 2016 Jan 27;16:80. (PMID: 26818137) Lancet Public Health. 2024 Aug;9(8):e594-e613. (PMID: 39025095) J Gambl Stud. 2020 Mar;36(1):405-419. (PMID: 31317445) J Gambl Stud. 2024 Mar;40(1):387-408. (PMID: 37341840) Int J Behav Nutr Phys Act. 2013 Jun 21;10:79. (PMID: 23800133) J Subst Use Addict Treat. 2024 May;160:209306. (PMID: 38296033) Prev Med Rep. 2020 May 15;19:101117. (PMID: 32637300) J Gambl Stud. 2014 Jun;30(2):229-51. (PMID: 23338831) J Abnorm Psychol. 1964 Mar;68:275-81. (PMID: 14126841) J Gambl Stud. 2022 Nov 29;:. (PMID: 36445607) Harm Reduct J. 2018 Sep 24;15(1):49. (PMID: 30249255) Health Aff Sch. 2023 Aug 14;1(3):qxad033. (PMID: 38756676) J Gambl Stud. 2012 Jun;28(2):171-91. (PMID: 21656199) |
| Grant Information: | Tennessee Department of Mental Health and Substance Abuse Services Tennessee Department of Mental Health and Substance Abuse Services |
| Contributed Indexing: | Keywords: Casino; Corporate social responsibility; Responsible gambling; Secret shopper |
| Entry Date(s): | Date Created: 20250524 Date Completed: 20251126 Latest Revision: 20251129 |
| Update Code: | 20251129 |
| PubMed Central ID: | PMC12657571 |
| DOI: | 10.1007/s10899-025-10396-w |
| PMID: | 40411736 |
| Datenbank: | MEDLINE |
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Nájsť tento článok vo Web of Science | Abstract: | Competing Interests: Declarations. Ethics Approval: This is an observational study. The University of Memphis Institutional Review Board has confirmed that no ethical approval is required. Competing Interests: The authors have no relevant financial interests to disclose. Rory A. Pfund is the associate editor for Journal of Gambling Studies, Meredith K. Ginley is the is the associate editor for Journal of Gambling Studies, and James P. Whelan is the editor for Journal of Gambling Studies.<br />Although responsible gambling (RG) programs are prevalent as they are legally required in many jurisdictions and are commonly found as part of corporate social responsibility policies, consumers report barriers to and limited employee knowledge about RG resources. Using a secret shopper methodology, two studies explored the accessibility of information about casino RG programs. The two studies sampled all seven casinos located within a southeast United States metropolitan area of 1.3 million people. Study 1 involved contacting each casino by telephone and requesting information from customer services representatives (n = 12), and Study 2 involved visiting casinos in person and requesting information from on-casino floor employees (n = 6), off-casino floor employees (n = 7), and security personnel (n = 7). The information requested through both modalities included (1) general information about RG, (2) the presence of RG resources both in-casino and online, and (3) directions to find RG resources in-casino and online. Study 1 indicated that the accessibility of RG information was unreliable via the telephone. Study 2 indicated that casino employees provided information about RG and in-casino materials but inconsistently provided information about online RG resources. These two studies suggested that casinos could not reliably provide comprehensive RG information. This finding suggests a greater need for governments to hold operators accountable for offering RG programs and for operators to better adhere to corporate social responsibility commitments.<br /> (© 2025. The Author(s).) |
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| ISSN: | 1573-3602 |
| DOI: | 10.1007/s10899-025-10396-w |