An exploration on service interactions with the differently-abled employees in food service industry
Year: 2025
Type: article
Study design: Observational Study
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.
Authors: Colegio de Santo Cristo de Burgos, Michael Gabriel Gicana, Mark James Juanico, Colegio de Santo Cristo de Burgos, Christian Laguartilla, Colegio de Santo Cristo de Burgos, Kaye Ann Villanueva, Colegio de Santo Cristo de Burgos
Language: English
Subfield: Safety Research
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4412648642