The moments of truth: A qualitative exploration of service interactions between employees with disabilities in the food service industry, and their customers

Tin Doan, Shelagh Mooney, Peter B. Kim*

*Corresponding author for this work

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1 Citation (Scopus)
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Abstract

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.

Original languageEnglish
Article number103602
Number of pages12
JournalInternational Journal of Hospitality Management
Volume115
Early online date23 Sept 2023
DOIs
Publication statusPublished - 1 Oct 2023

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