Abstract
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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
