TY - JOUR
T1 - Observing disability inclusion in service provision
AU - Song, Seobgyu
AU - Park, Kwangsoo
N1 - Publisher Copyright:
© 2023
PY - 2023/5
Y1 - 2023/5
N2 - This research examined the effect of human elements of service inclusion at a service encounter on the consumers' perception and behavioral intentions. The results from an experiential design model indicate that an inclusive service environment for persons with disabilities elicits positive perception, attitude, and behavioral intentions by consumers without disabilities. There was a significant interaction between hospitableness and expertise. In high hospitableness condition, consumers without disabilities who observed a service employee with an expertise showed the higher degree of gratitude and favorable word of mouth than those who didn't observe the expertise of the service employee. Especially, it is notable that expertise (i.e., disability etiquette) plays a significant role in eliciting higher degrees of evaluation and willingness to reward.
AB - This research examined the effect of human elements of service inclusion at a service encounter on the consumers' perception and behavioral intentions. The results from an experiential design model indicate that an inclusive service environment for persons with disabilities elicits positive perception, attitude, and behavioral intentions by consumers without disabilities. There was a significant interaction between hospitableness and expertise. In high hospitableness condition, consumers without disabilities who observed a service employee with an expertise showed the higher degree of gratitude and favorable word of mouth than those who didn't observe the expertise of the service employee. Especially, it is notable that expertise (i.e., disability etiquette) plays a significant role in eliciting higher degrees of evaluation and willingness to reward.
KW - Disability etiquette
KW - Feeling of gratitude
KW - Hospitableness
KW - Service inclusion
KW - Willingness to reward
UR - http://www.scopus.com/inward/record.url?scp=85150068078&partnerID=8YFLogxK
U2 - 10.1016/j.annals.2023.103551
DO - 10.1016/j.annals.2023.103551
M3 - Article
AN - SCOPUS:85150068078
SN - 0160-7383
VL - 100
JO - Annals of Tourism Research
JF - Annals of Tourism Research
M1 - 103551
ER -