Chapter 11: The Now and Future of Responsible Service Management in the Integrated Resort Services

Integrated resorts (IRs), including the gaming elements, are often required to incorporate more ethics and moral values in their service management. This study aims to (1) identify the current initiatives of responsible service management in IRs in Macau, and (2) discuss enablers and barriers of technology-driven service management in a responsible way. This research adopted multiple methods, including a thorough review of extant literature and in-depth interviews with industry experts. The results showed the notable practices of technology-driven responsible service management and enablers that help promote such practices. In addition, the study discussed some barriers to incorporating technologies into developing their operations. This research would contribute to understanding the current status of responsible service management in the IR sector and offer insights for the improvement of technology-driven service management in a more responsible way.