The Moments of Truth: A Qualitative Exploration of Service Interactions Between Employees with Disabilities in the Food Service Industry, and Their Customers

Doan, T
Mooney, S
Kim, PB
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Journal Article
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Elsevier BV

This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and cafés) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by ‘total attentiveness’, 'impressing customers’, and ‘social connection’, while their customers perceived the interactions as both opportunities for ‘genuine hospitality’, and ‘contributions to social change’. The implications of the findings are important for hospitality researchers and practitioners alike.

3508 Tourism , 35 Commerce, Management, Tourism and Services , 3504 Commercial Services , 3506 Marketing , 1504 Commercial Services , 1505 Marketing , 1506 Tourism , Sport, Leisure & Tourism , 3504 Commercial services , 3508 Tourism
International Journal of Hospitality Management, ISSN: 0278-4319 (Print), Elsevier BV, 115, 103602-103602. doi: 10.1016/j.ijhm.2023.103602
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