Non-disabled and disabled baristas: How differently do employee service attributes affect customer satisfaction?

Jinkyung Jenny KimFaculty of Hospitality and Tourism Management, Macau University of Science and Technology, Chihyung Michael OkSchool of Sport, Tourism and Hospitality Management, Temple University, Kyu-Hyeon Joo, Jinsoo HwangThe College of Hospitality and Tourism Management, Sejong University, South Korea

Tourism and Hospitality Research

Published online on September 04, 2025

Abstract

Tourism and Hospitality Research, Ahead of Print.
The current study examined how perceived employee service attributes affect customer satisfaction, forming attitudes toward a brand and revisiting intention in a coffee retailing setting. This study also explored the moderating effect of baristas’ ...