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On the Frontline in Macao: Casino Employees, Informal Learning, & Customer Service Paperback – July 13, 2015
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Professor Carlos Siu has written an impressive work on employee-customer relationships in casinos. It is recommended as a reference to the Macau gaming industry, and also to other gaming-related industries which aim at providing quality services. -Manuel Joaquim das Neves, Director, Gaming Inspection and Coordination Bureau, Macao
This book is a must-read for researchers, gaming practitioners, and anyone who wishes to know more about the gaming industry of Macao. -Lei Heong Iok, President, Macao Polytechnic Institute, Macao
It is impossible to address gambling in the world today without dedicating serious thought to Asia in general and to Macao in particular. I am excited about Carlos Siu's efforts to address the unique managerial challenges associated with Macao's integrated resorts, and I look forward to his continued commitment and leadership in this academic field. -Bo J. Bernhard, Executive Director, International Gaming Institute, University of Nevada, Las Vegas
In the VIP segment, Macao premium patrons demand very sensitive personnel to serve them and attend to their needs in the casinos. Based upon this, casinos need to find out how casino employees informally pick up their skills to deal with these premium patrons in order to create an alluring and relaxing environment. Prof. Carlos Siu has a deep knowledge of the casino industry in general, and it’s difficult to find academics with such an in-depth knowledge of the market. His work can help us modernise the gambling industry to better meet the needs and requirements of patrons. I believe this informal learning is the future of formal casino training. -Heliodoro Giner, Chairman of the Executive Committee, European Association for the Study of Gambling
Prof. Carlos Siu’s effort in the field of gambling marketing has built a bridge between the Asian reality of Macau and the scientific community of the Western countries. His academic work is beneficial for academics, gambling operators and gambling regulators. -Henrique J. C. Lopes, President of the Ibero-Latino-American Scientific Society for Gambling Study, Director of CEIA Research Centre, Lisbon, Portugal.
A must read book for anyone who would like to know more about Macau frontlines [employees]. The author had real examples of how the frontlines handled different behaviors from gamblers. - Michael Wong, Executive Director of Casino Marketing, City of Dreams, Macao
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