Consumers' perspectives on service staff with disabilities in the hospitality industry

Abstract

2014),"Measuring food and beverage service quality in spa hotels: A case study inIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This exploratory study aims to investigate consumers' perceptions, attitudes, and purchase intention for restaurants that employ a significant amount of service staff with disabilities. The influences of consumers' characteristics and dining occasions on purchase intention were also examined. Design/methodology/approach -The authors employed a single-factor (dining occasion) experimental design. A convenient sample was used and a total of 192 consumers participated in this study. Findings -Consumers demonstrated a moderately positive purchase intention for a restaurant that employs a significant amount of service staff with disabilities; however, the purchase intention varied by dining occasions. The likelihood of choosing this type of restaurant was higher in a family/friends occasion than in business or romantic occasions. Research limitations/implications -This study employed a convenient sample and the findings might be limited to the casual dining restaurant context. Future research should examine the relationship between purchase intention and perceived social responsibility, restaurant image, or specific disabilities. Practical implications -This study suggests that hiring a significant amount of service staff with disabilities might be a better strategy for restaurants that target family/friends gatherings. Meanwhile, managers need to be more strategic when they assign employees with disabilities to serve guests who are in a business or romantic dining situation. Originality/value -This is the first study that empirically investigates consumers' perspectives on restaurant service staff with disabilities in the USA.

Employers’ Perspectives about Employing People with Disabilities

“…However, Gröschl (2007) suggested that travelers with disabilities may choose hotels that promote diversity over the ones that select employees to promote physical attractiveness. Kuo and Kalargyrou (2014) studied customer perceptions about being served by people with disabilities in restaurants and found that consumers demonstrated a moderately positive purchase intention for a restaurant that employs a significant amount of service staff with disabilities; however, the purchase intention varied by dining occasions. The likelihood of choosing this type of restaurant was higher in occasions with family and friends than in business or romantic occasions.…”

Civic engagement in the Indonesia health sector

“…The prejudice in moralised entities and activities leads to avoidance rather than toleration (Verkuyten and Yogeeswaran, 2017). The intention to buy products of people with a health problem may demonstrate initiative of consumers with high religiosity (Kuo and Kalargyrou, 2014). A negative association between religiosity and AIDs is related stigma, which shows those who are affected by HIV/AIDs (Muturi and An, 2010):…”

The Professional and Economic Development of Individuals with Disabilities in the Hospitality Sector with a Focus on the Importance of Training and Skill Enhancement at all levels: Hungarian Perspective

“…Corporate social strategy (CSR) can represent a potential input to differentiation strategy, and corporates can differentiate themselves effectively from rest of the competitors (Boehe and Cruz 2010). Kuo and Kalargyrou (2014) in their single-factor experimental design study found that consumers demonstrated a moderately positive purchase intention for a restaurant that employed individual with disabilities. A case study conducted in five Embrace member hotels where guests with and without disabilities shared their perception and confirmed that physical attributes of EWD did not interfere in their day to day performance, and guests reported no negative experiences (Groschl 2012).…”