Disability employment in the hotel industry: Evidence from the employees’ perspective

The inclusion of minority groups in tourism workforce: Proposition of an impression management framework through the lens of corporate social responsibility

“…While an impressive corporate image can be realized, the inclusion of marginal groups can, as well, bring detrimental effects to the organization, employees, and consumers leading to mediocre image formation. As suggested, emotional labor negative work environment and increased guest complaints are some of the effects that can be the fallouts as a result of poor communication and lack of understanding of the benefits that including MGs in the tourism workforce to the society (Hui et al, 2021; Kalargyrou et al, 2020). This can lower the positive corporate image of an organization.…”

“…For tourism and hospitality organizations to develop and sustain a good relationship with their stakeholders, constant communication offering all essential information is required (Ettinger et al, 2018; Hui et al, 2021). This communication can be done through different channels which may include, but are not limited to, social media, CSR report, advertisements, and corporate websites (Venturelli et al, 2021; Wong et al, 2015).…”

“…While the benefits are the desired outcomes, poor communication of provision of decent work for MGs through CSR can heighten discrimination against minority groups (e.g., PWDs, and immigrants) bringing detrimental effects to the organization and employees (belonging to both minority and majority groups). Major detrimental effects may include intense emotional dissonance (Hui et al, 2021) resulting in poor emotional labor, a negative work environment created by supervisors or co-workers, and increased guest complaints (Kalargyrou et al, 2020).…”

“…Reduction of employee turnover while increasing commitment to the organization, improvement in its attractiveness, and enhancing diversity are the main benefits that the organization may have (Hui et al, 2021). These are important benefits to organizations considering the high rate of human capital turnover and high cost of operation in the tourism and hospitality industry, in addition to increased productivity, and competitiveness (Hui et al, 2021; Lindsay et al, 2018) and support from the government and the immediate social communities. With this, both the organization and the minority groups will benefit and develop together, ensuring that the organization takes no undue advantage of the vulnerability of MGs.…”

“…While the benefits are the desired outcomes, poor communication of provision of decent work for MGs through CSR can heighten discrimination against minority groups (e.g., PWDs, and immigrants) bringing detrimental effects to the organization and employees (belonging to both minority and majority groups). Major detrimental effects may include intense emotional dissonance (Hui et al, 2021) resulting in poor emotional labor, a negative work environment created by supervisors or co‐workers, and increased guest complaints (Kalargyrou et al, 2020). Proposition Effective communication of the provision of decent work, for MGs through CSR, to stakeholders will result in mutual benefits to tourism organizations and MGs. Proposition Poor communication of the provision of decent work, for MGs through CSR, will result in detrimental effects from major stakeholders.…”