Corporate Social Responsibility Reporting in the Casino Industry: A Content Analysis

The purpose of this study is to provide preliminary exploration of how corporate social responsibility issues are currently reported and communicated by US major casino companies. Empirical evidence is drawn from standalone CSR reports and websites of the 30 largest casino companies in the US, which is explored through content analysis methodology. This paper finds that there are substantial variations in the reporting and communication of CSR issues by casino companies. While casino companies mainly rely on websites to communicate CSR issues, 23% of the sample companies use standalone CSR reports. Whereas websites tend to provide relatively limited information about CSR activities, standalone CSR reports have a tendency to cover comprehensive CSR themes in a detailed manner. In addition, the content analysis based on website reveals that while most casino companies tend to be passive about responsible gaming, some are trying to behave more actively and responsibly about this issue.

Responsible Gambling

The authors discuss responsible gambling from the perspectives of a problem gambler and an administrator in the field of responsible gambling. This narrative shares personal experiences and how they influence the authors’ perspective toward responsible gambling, how it is currently viewed, and its potential impact on those who might develop a gambling disorder. The authors discuss how current legislation in Massachusetts, as well as the Responsible Gaming Framework, can benefit those who suffer from an addiction to gambling, either recognized or not. While there are many theories and concepts surrounding responsible gambling and problem or disordered gambling, this chapter focuses on a personal perspective.

The Status of Responsible Gaming

The authors, two senior policymakers at the Massachusetts Gaming Commission, trace the development of responsible gambling policy in Massachusetts, from its enabling legislation and the seminal Reno Model, to the expansive and comprehensive program that is in place in Massachusetts today. The “Massachusetts model” included three important directions: (1) Look beyond the US borders for model programs that would closely align with the expectations in Massachusetts; (2) Adopt new and promising practices and emerging technology with a precautionary approach, but leverage research funding to closely evaluate their effectiveness; and (3) Implement an enduring and comprehensive research agenda that feeds data-driven strategies to advance responsible gambling and mitigate problem gambling. In this chapter the authors discuss issues related to responsible gambling programs nationally and internationally. They offer a critical reflection about the sufficiency of the Reno Model, which remains widely perceived as the preeminent responsible gaming program standard, and provide recommendations for what constitutes a minimum responsible gambling program.

Importance-performance ratings of corporate social responsibility practices by employees in Macao’s gaming industry

Purpose Employees play a significant role in implementing corporate social responsibility (CSR) practices. This paper aims to examine the perceived importance of CSR practices and identifies improvement areas of CSR practices using the importance-performance analysis from Macao’s casino employees’ perspective. Design/methodology/approach Based on a literature review of CSR in the hospitality industry and ISO 26000, a comprehensive set of CSR practices including responsible gaming practices was identified. Data were collected from 298 casino employees. Importance-performance analysis as well as exploratory and confirmatory factor analysis were used to identify important CSR practices and the factor structure of CSR in Macao’s gaming industry. Findings Employees rated “providing good wages and health insurance” as the most important practice, followed by “creating a health and safe working environment” and “be fair and honest with employees.” The importance-performance analysis shows that employees perceived their firms performing well in “providing good wages and health insurance,” “protecting consumer data and consumer privacy” and “providing good consumer service and support.” The results of confirmatory factor analysis indicate that CSR in Macao’s gaming industry encompasses seven factors, namely, “Labor Practices,” “The Environment,” “Fair Operating Practices,” “Consumer Issues,” “Human Rights,” “Community Involvement” and “Responsible Gaming”. Originality/value Casino employees shape customer experience, recognizing and understanding how employees view CSR practices can help casino operators refine their CSR initiatives.