Consumers’ Loyalty Related to Labor Inclusion of People with Disabilities

González, Marta Eva García; Fernández, José Luis Fernández

doi:10.3389/fpsyg.2016.00885

Cited by 5 publications

(9 citation statements)

References 88 publications

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“…Conceptual framework and hypotheses development Studies are limited which examine consumer's attitudes toward hiring PwDs. However, a national study in the USA found that 92 per cent of the consumers felt more positive toward companies that employed them because it was assumed that these firms would care about their employees (González and Fernández, 2016).…”

Section: Impact Of Disabilitymentioning

confidence: 99%

The impact of disability on guests’ perceptions of service quality delivery in the hospitality industry

Kalargyrou

Barber

Kuo

2018

IJCHM

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Purpose The purpose of this study is to examine the impact of employees’ different disability types on lodging guests’ perceptions of service quality delivery and stereotyping. The study also explores the influence of consumer characteristics (i.e. gender, education, religiosity, generational identity and relationship to a person with a disability) on service delivery quality perceptions and stereotyping. Design/methodology/approach Using different types of disabilities, the study uses a controlled experiment, followed by a survey, to evaluate consumers’ perception of service quality delivery of a hotel front office staff member. Findings The results suggest that there are no significant differences in the perceptions of service quality delivery and stereotyping for service employees with disabilities with the exception of employees with a visual impairment. The study found that participants, who had a close friend or family member with a disability, expressed less stereotyping than those who did not have a close friend or family member with a disability. Research limitations/implications Real service encounters can be used where participants might be more involved in the service process than in a controlled experiment setting. Practical implications The findings provide support to human resource management in strategically placing people with disabilities into front-line positions because they satisfactorily represent the image of the company and guests consider their service professional and reliable. Social implications The study’s findings support that employers should tap into the under-utilized workforce of people with disabilities and avoid pre-existing stereotyping. Originality/value A major concern of hospitality companies making employment decisions about hiring people with disabilities is guests’ attitude. This is the first study in hospitality that examines service quality delivery of employees with different types of disability serve guests.

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Section: Impact Of Disabilitymentioning

confidence: 99%

The impact of disability on guests’ perceptions of service quality delivery in the hospitality industry

Kalargyrou

Barber

Kuo

2018

IJCHM

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“…In accordance with the described scenario, in which customers are demanding that businesses act in a socially responsible manner ( Vrontis and Thrassou, 2007 ), it is of no surprise that managers are beginning to think of new customer-focused strategies to engage with the modern customer today ( González and Fernández, 2016 ). One of these interesting strategies to appeal to the customer in the current social values-driven Marketing 3.0 era is the development of servant leadership in service units –work units which are in close contact with customers–.…”

Section: Introductionmentioning

confidence: 89%

“…The extent to which a product or service provides freedom of choice, independence as well as benevolence, social justice, equality and environmental responsibility is becoming more and more crucial for customers when making purchase choices ( Martínez-Cañas et al, 2016 ), especially in a developed world, where consumption appears to have become an end in itself, through which customers find a voice to promote a better society ( Vrontis and Thrassou, 2007 ). Furthermore, customers are increasingly showing concerns about the effects of their purchase choices not only for themselves, but also for broader society ( Harrison, 2005 ; González and Fernández, 2016 ), which represents a strong embracement of transcendent motives in their actions. In other words, in addition to making purchase decisions with an eye on external benefits gained (i.e., extrinsic motivation) or the pleasure acquired from the purchase decision itself (i.e., intrinsic motivation), customers are more and more concerned about whether their purchase decisions contribute to solving the problems of someone else (i.e., transcendent motives).…”

Section: Introductionmentioning

confidence: 99%

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

2017

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In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

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“…The firm's emphasis is usually on social and cause‐related marketing activities to support PWDs (Min‐Young, Fairhurst, & Wesley, ; Peloza & Shang, ; Vauclair & Fischer, ) as critical for the firm's social acceptability (Klarsfeld, Ng, & Tatli, ). But such actions from “benevolent companies” are deemed to be insufficient as they keep PWDs at a distance and limit the possibility of integrating them into the value chain of an enterprise (González & Fernández, ).…”

Section: Diversity and Pwd Employabilitymentioning

confidence: 99%

Diversity in the workplace: An overview of disability employment disclosures among UK firms

Khan

Korac‐Kakabadse

Skouloudis

et al. 2018

Corp Soc Responsibility Env

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People with disabilities (PWDs) defined as the world's largest minority stakeholder group continue to face significant barriers to labor market entry and corporate inclusion. The associated social and economic costs of supporting non-working PWDs can be high and long term. Yet, their potential contribution and impact on human capital, firm productivity, and the innovative capacity of business entities are valuable but underutilized. The employment of PWDs has institutional and managerial implications for equitable opportunities, social mobility, and workplace diversity. This study assesses the quality of corporate disclosure on disability issues by firms in the United Kingdom, as a stepping stone for mainstreaming integration of PWDs into labor markets under the scope of corporate social accountability. We benchmark 274 UK sustainability reports against PWDs-adapted indicators of the Global Reporting Initiative guidelines, highlighting trends pertaining to disability employment. The findings suggest that corporate disclosures on the employment of PWDs are lacking.The implications for PWDs are highlighted considering firm employee and managerial policies and national and transnational regulatory frameworks, towards more meaningful reporting for better alignment between PWD expectations and firm practices.

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Consumers’ Loyalty Related to Labor Inclusion of People with Disabilities

Cited by 5 publications

References 88 publications

The impact of disability on guests’ perceptions of service quality delivery in the hospitality industry

The impact of disability on guests’ perceptions of service quality delivery in the hospitality industry

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

Diversity in the workplace: An overview of disability employment disclosures among UK firms

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