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Abstract
This study explores mid-level supervisors' perceptions of their sources of work stress and ways of coping with it. It reports the results of in-depth interviews with 40 pit supervisors and managers in Macao casinos. The results reveal that role ambiguity, work overload, and a high level of customer demands and unreasonable complaints are the work stressors that are commonly experienced by casino supervisors and employees in other hospitality sectors alike. Additional work stressors experienced by the casino supervisors are also identified, such as the inability or unwillingness of subordinates to perform, surveillance by senior management, overly harsh company policies, and a punitive atmosphere. Like employees in other hospitality settings, casino supervisors are found often to use their personal resources and social networks to cope with stress. This article recommends active managerial actions as a more long-term and effective means of coping with employees' work stress. Suggestions for managerial measures to prevent and reduce stress problems are offered.