..., responsiveness and assurance – are directly enacted through employee behaviours, service staff play a central role in shaping service quality outcomes. Even the tangibles dimension partly depends on employee actions, such as maintaining physical environments and personal presentation. Accordingly, ensuring...

...Pei-Jou Kuo; Valentini Kalargyrou Purpose – This exploratory study aims to investigate consumers' perceptions, attitudes, and purchase intention for restaurants that employ a significant amount of service staff with disabilities. The influences of consumers' characteristics and dining occasions...