Responsible gambling and customer outcomes: Rapid evidence assessment (REA)
Creators: name: Stefaniak, Anna
name: Wohl, Michael
name: Wood, Richard
name: Tabri, Nassim
Publisher: name: Open Science Framework
Year: 2022
Subjects: subject: Health Psychology
subject: Social and Behavioral Sciences
subject: Psychology
subject: FOS: Psychology

description: 1. Keywords. Gambling; Responsible gambling; RG; Corporate social responsibility; CSR; Loyalty; customer satisfaction 2. REA milestones Task Anticipated Completion Completed Defining main terms &amp; goals of the search May 1, 2022 Yes Creating a reference set May 25, 2022 Yes Creating a list of search terms May 31, 2022 Yes Study inclusion/exclusion criteria and design May 31, 2022 Yes Systematic Search June 11, 2022 No Abstract and title screening June 20, 2022 No Full-text screening July 1, 2022 No Analysis of the included articles July 15, 2022 No Project Write-Up August 15, 2022 No 3. Stage of review at time of this submission. Preliminary searches have been completed to fine-tune the search terms, but the main database search has not been conducted. No screening or analysis of the dataset has been conducted. 4. Research team PI: Dr. Anna Stefaniak, anna.stefaniak@carleton.ca, Carleton University Dr. Michael J.A. Wohl, michael.wohl@carleton.ca, Carleton University Dr. Richard Wood, richard@gamres.org, GamRes Dr. Nassim Tabri, nassim.tabri@carleton.ca, Carleton University 5. Conflicts of interest. Members of the research team declare that they have no conflict of interests. 6. Review question. Main question: Do responsible gambling strategies introduced by gambling providers impact gambling customers’ outcomes? (see point 14 for a description of outcomes of interest) This REA will survey and summarize the existing scientific literature on responsible gambling and corporate social responsibility in the gambling industry in relation to customer outcomes (such as satisfaction and loyalty). 7. Searches. Database Searching • We will search the following databases: APA PsycInfo, SCOPUS, PubMed, and ProQuest Dissertations and Theses databases • The search will be conducted in the title and abstract fields of the databases. • There will be no limitation on publication date; language will be restricted to English in the search query and the search will be restricted to peer-reviewed publications and theses &amp; dissertations • Exact search syntax is provided in point 17. 8. Condition or domain being studied. This work focuses on the influence of responsible gambling on gamblers’ behavior, emotions, and attitudes. 9. Participants/population. Population: People who gamble. 10. Intervention(s), exposure(s). We are interested in the influence of responsible gambling strategies (e.g., limit setting, pauses, providing customers with information on how to gamble responsibly) on gambling customers’ behavior, emotions, and attitudes. 11. Types of study to be included. We will only include empirical investigations into the influence of responsible gambling on people who gamble (both quantitative and qualitative studies are appropriate). 12. Main outcome(s). Main outcome variables: behavior, emotions, and attitudes of people who gamble towards their gambling activity and gambling providers with a special emphasis on customer satisfaction and loyalty. Any measures that assess gambling customers’ attitudes and behaviors relating to their own gambling and to gambling providers (e.g., willingness to revisit, satisfaction etc.) will be included. 13. Inclusion and exclusion criteria Included will be: • empirical studies that measure gambling-related attitudes, emotions, and behaviors among people who gamble and are exposed to responsible gambling strategies by gambling providers; Excluded will be: • articles that do not report empirical findings (e.g., literature reviews, essays); or • studies that are not conducted in the context of gambling; or • studies that do not measure outcomes of interest (e.g., they measure attitudes and behaviors that are not related to customer satisfaction, loyalty, or do not pertain to their gambling related behavior, emotions, and attitudes) 14. Data extraction (selection and coding). (1) Stage 1: Screening abstracts and titles Articles will be screened based on the title and abstract to remove non-relevant entries; this will be performed by two trained research assistants, independently of each other, and blind to the others’ coding. (2) Stage 2: Screening full-texts The full-text of reports included from Stage 1 will be screened by two coders per report to ensure that only relevant articles that meet all inclusion criteria are left (3) Stage 3: Analysis We will perform a qualitative synthesis of the reports identified through the REA. All members of the research team will read the identified relevant reports and discuss them in order to identify common themes and gaps in knowledge. The results of the assessment will be presented in a systematic, narrative review of the identified literature 15. Quality assessment. We will summarize the following methodological aspects of the identified reports: Mean age of samples; Gender composition of the samples; Country of origin in order to assess the representativeness of the identified findings. We will also use the JBI quality assessment checklist to evaluate the quality of each report (https://jbi.global/sites/default/files/2019-05/JBI_Critical_Appraisal-Checklist_for_Analytical_Cross_Sectional_Studies2017_0.pdf). 16. Search strategy. The search terms have been identified by using a reference set (i.e., a set of 12 articles that met all our inclusions criteria) and by extensive discussion within the research team. a) PsycINFO abstracts (MAINSUBJECT.EXACT("Gambling") OR (Gaming OR casino)) AND (MAINSUBJECT.EXACT("Corporate Social Responsibility") OR (CSR OR Responsib* OR RG OR Protect* OR Limit*)) AND (MAINSUBJECT.EXACT("Consumer Satisfaction") OR (Loyal* OR Intention* OR Persistence OR Disturb* OR Attitude* OR Emotion* OR Perception* OR Behavior* OR Behaviour* OR Preference* OR "Problem gambl*" OR "Positive play")) AND (MAINSUBJECT.EXACT("Surveys") OR MAINSUBJECT.EXACT("Empirical Methods") OR (Study OR Questionnaire OR Data* OR Sample OR Respondent* OR Investigate* OR Examine* OR Evaluate* OR Analy* OR Hypothes*)) AND la.exact("English") AND PEER(yes) b) PsycINFO titles (MAINSUBJECT.EXACT("Gambling") OR (Gaming OR casino)) AND (MAINSUBJECT.EXACT("Corporate Social Responsibility") OR (CSR OR Responsib* OR RG OR Protect* OR Limit*)) AND (MAINSUBJECT.EXACT("Consumer Satisfaction") OR (Loyal* OR Intention* OR Persistence OR Disturb* OR Attitude* OR Emotion* OR Perception* OR Behavior* OR Behaviour* OR Preference* OR "Problem gambl*" OR "Positive play")) AND (MAINSUBJECT.EXACT("Surveys") OR MAINSUBJECT.EXACT("Empirical Methods") OR (Study OR Questionnaire OR Data* OR Sample OR Respondent* OR Investigate* OR Examine* OR Evaluate* OR Analy* OR Hypothes*)) AND la.exact("English") AND PEER(yes) c) SCOPUS (abstract &amp; title search) TITLE-ABS ( gambling OR gaming OR casino ) AND TITLE-ABS ( "Corporate social responsibility" OR csr OR responsib* OR rg OR protect* OR limit* ) AND ( "Consumer Satisfaction" OR loyal* OR satisf* OR intention* OR persistence OR disturb* OR attitude* OR emotion* OR perception* OR behavior* OR behaviour* OR preference* OR "Problem gambl*" OR "Positive play" ) AND ( survey* OR empirical OR study OR questionnaire OR data* OR sample OR respondent* OR investigate* OR examine* OR evaluate* OR analy* OR hypothes* ) AND ( LIMIT-TO ( DOCTYPE , "ar" ) ) AND ( LIMIT-TO ( LANGUAGE , "English" ) ) d) PubMed (abstract &amp; title search) ("Gambling"[Mesh] OR gaming[Title/Abstract] OR casino[Title/Abstract]) AND ( "Corporate social responsibility"[Title/Abstract] OR csr[Title/Abstract] OR responsib*[Title/Abstract] OR rg[Title/Abstract] OR protect*[Title/Abstract] OR limit* [Title/Abstract]) AND ("Consumer Behavior"[Mesh] OR "Consumer Satisfaction"[Title/Abstract] OR loyal*[Title/Abstract] OR satisf*[Title/Abstract] OR intention*[Title/Abstract] OR persistence[Title/Abstract] OR disturb*[Title/Abstract] OR "Attitude"[Mesh] OR "Emotions"[Mesh] OR perception*[Title/Abstract] OR "Behavior"[Mesh] OR behaviour*[Title/Abstract] OR preference*[Title/Abstract] OR "Problem gambl*"[Title/Abstract] OR "Positive play"[Title/Abstract]) AND ("Empirical Research"[Mesh] OR "Surveys and Questionnaires"[Mesh] OR study[Title/Abstract] OR data*[Title/Abstract] OR sample[Title/Abstract] OR respondent*[Title/Abstract] OR investigate*[Title/Abstract] OR examine*[Title/Abstract] OR evaluate*[Title/Abstract] OR analy*[Title/Abstract] OR hypothes*[Title/Abstract]) e) ProQuest Dissertations &amp; Theses Global ab(Gambl* OR Gaming OR casino) AND ab("Corporate Social Responsibility" OR CSR OR Responsib* OR RG OR Protect* OR Limit*) AND ab("Consumer Satisfaction" OR loyal* OR satisf* OR intention* OR persistence OR disturb* OR attitude* OR emotion* OR perception* OR behavior* OR behaviour* OR preference* OR "Problem gambl*" OR "Positive play") AND ab(survey* OR empirical OR study OR questionnaire OR data* OR sample OR respondent* OR investigate* OR examine* OR evaluate* OR analy* OR hypothes*) AND la.exact("English")