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

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aut.relation.articlenumber103602
aut.relation.endpage103602
aut.relation.journalInternational Journal of Hospitality Management
aut.relation.startpage103602
aut.relation.volume115
dc.contributor.authorDoan, T
dc.contributor.authorMooney, S
dc.contributor.authorKim, PB
dc.date.accessioned2023-10-08T22:47:47Z
dc.date.available2023-10-08T22:47:47Z
dc.date.issued2023-09-23
dc.description.abstractThis 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.
dc.identifier.citationInternational Journal of Hospitality Management, ISSN: 0278-4319 (Print), Elsevier BV, 115, 103602-103602. doi: 10.1016/j.ijhm.2023.103602
dc.identifier.doi10.1016/j.ijhm.2023.103602
dc.identifier.issn0278-4319
dc.identifier.urihttp://hdl.handle.net/10292/16750
dc.languageen
dc.publisherElsevier BV
dc.relation.urihttps://www.sciencedirect.com/science/article/pii/S0278431923001767
dc.rights.accessrightsOpenAccess
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subject3508 Tourism
dc.subject35 Commerce, Management, Tourism and Services
dc.subject3504 Commercial Services
dc.subject3506 Marketing
dc.subject1504 Commercial Services
dc.subject1505 Marketing
dc.subject1506 Tourism
dc.subjectSport, Leisure & Tourism
dc.subject3504 Commercial services
dc.subject3508 Tourism
dc.titleThe Moments of Truth: A Qualitative Exploration of Service Interactions Between Employees with Disabilities in the Food Service Industry, and Their Customers
dc.typeJournal Article
pubs.elements-id524719
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