Customers’ Attitudes Toward Frontline Employees with Intellectual Disabilities: Scale Development and Validation
Published online on November 27, 2025
Abstract
Journal of Service Research, Ahead of Print.
Employees with intellectual disabilities remain markedly underrepresented in frontline service roles, despite the social and economic benefits of inclusion. A key barrier is firms’ uncertainty about consumer reactions. To address this gap, we develop and ...
Employees with intellectual disabilities remain markedly underrepresented in frontline service roles, despite the social and economic benefits of inclusion. A key barrier is firms’ uncertainty about consumer reactions. To address this gap, we develop and ...