Effects of disability employment on guest perceptions and behavioral intentions in the hotel sector

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-11-09 DOI:10.1016/j.ijhm.2024.103993

Bora Kim , Anyu Liu , Erin Chao Ling

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Abstract

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

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残疾人就业对酒店业客人认知和行为意向的影响

本研究调查了酒店雇用残疾人（PWD）对消费者行为的影响，重点是口碑和再次购买意愿。研究深入探讨了这些影响背后的潜在机制，并利用酒店特征研究了潜在的边界条件。利用两个主体间设计实验，采用倾向得分加权方案和多组分析法对 1443 份回复进行了分析。结果显示，在酒店业工作的残疾人通过道德决策过程，特别是从道德判断到道德义务，以及感知到的企业社会责任（CSR），对口碑和再购买意向产生了积极影响。这些影响在不同的酒店星级以及连锁或独立酒店中保持一致。研究结果从道德心理学和感知的企业社会责任中汲取灵感，确定了酒店客人如何对酒店业雇用残疾人做出反应的潜在机制，从而加强了有关平等、多样性和包容性的文献。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.