Relationships Among Burnout, Job Satisfaction, and Turnover of Casino Employees in Macau

Abstract

This study assessed the level of casino employees' burnout and the relationships between burnout and demographic and work characteristics, burnout and turnover intention (TI), and burnout and job satisfaction (JS). Quantitative surveys with 391 employees from six major casinos in Macau were conducted. Findings reveal that casino employees were moderately exhausted. Gender, age, marital status, length in the profession, shift work, and job position are associated with burnout. Emotional exhaustion, depersonalization, and JS are associated with TI. Burnout contributes to the TI significantly, and it negatively affects JS. Management could pay more attention to emotions and work stress experienced by employees, improve workload and scheduling, and provide opportunities for all employees to channel their emotions. Management should instill in employees a sense of belonging through more open, frequent, and clear communication regarding personal performance.