An exploration on service interactions with the differently-abled employees in food service industry
Michael Gabriel B. Gicana, Mark James A. Juanico, Christian R. Laguartilla & Kaye Ann G. Villanueva
Abstract
This study assessed the interaction challenges faced by differently-abled employees and the level of customer satisfaction in the food service industry in the selected 1st and 2nd districts of Quezon, Philippines. Using a mixed-method approach and purposive sampling, data were gathered from 385 customers and five differently-abled employees in a selected restaurant. Data collection involved the use of questionnaires and informal structured interviews. The collected data were subjected to appropriate statistical analyses to support the development of a training plan. Results indicated that customers were generally satisfied with the responsiveness and empathy demonstrated by differently-abled employees. However, there were varying perceptions regarding assurance, tangibility, and reliability among the customers. Differently-abled employees reported minimal difficulties in service interactions despite their disabilities. This study raises awareness and encourages the food service sector to value and include workers with disabilities in their workforce. The findings validate the idea that individuals with disabilities can perform effectively in customer-facing roles and contribute positively to the customer experience. As a result, the study advocates for inclusive hiring practices and the development of training programs tailored to the specific needs of differently-abled employees.
Keywords
differently-abled employees, service quality, customer satisfaction, food industry
Author information & Contribution
Michael Gabriel B. Gicana. Corresponding author. Bachelor of Science in Hospitality Management, Colegio de Santo Cristo de Burgos. Email: michael.gicana.cdscdb@gmail.com
Mark James A. Juanico. Bachelor of Science in Hospitality Management, Colegio de Santo Cristo de Burgos. Email: mark.james.juanico.cdscdb@gmail.com
Christian R. Laguartilla. Bachelor of Science in Hospitality Management, Colegio de Santo Cristo de Burgos. Email: christian.laguartilla.cdscdb@gmail.com
Kaye Ann G. Villanueva. Bachelor of Science in Hospitality Management, Colegio de Santo Cristo de Burgos. Email: kaye.villanueva.cdscdb@gmail.com
"All authors equally contributed to the conception, design, preparation, data gathering and analysis, and writing of the manuscript. All authors read and approved the final manuscript."
Disclosure statement
No potential conflict of interest was reported by the author(s).
Funding
This work was not supported by any funding.
Institutional Review Board Statement
This study was conducted in accordance with the ethical guidelines set by Colegio Sto. Cristo De Burgos. The conduct of this study has been approved and given relative clearance(s) by Colegio Sto. Cristo De Burgos.
AI Declaration
AI tools were not used in writing this paper.
Notes
Acknowledgement
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Cite this article:
Gicana, M.G.B., Juanico, M.J.A., Laguartilla, C.R. & Villanueva, K.G. (2024). An exploration on service interactions with the differently-abled employees in food service industry. Journal of Hospitality, Tourism & Cultural Research, 1(2), 115-141. https://doi.org/10.53378/jhtcr.353222
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This work is licensed under a Creative Commons Attribution (CC BY 4.0) International License.
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