Applying SERVQUAL model to hearing and speech impaired staff in the fine-dine SME sector for assessing service outcomes.

In India, a large section of society holds the perspective of being differently abled as a liability. The research was carried out in the context of fine-dining restaurants that employ people with a hearing or speech disability as staff. The service innovation developed using differently abled employees also led to these employees' psychological, financial, and social transformation, thereby converting them from social liabilities into social capital. We explored this process through three facets: (i) Measure the service excellence of the hearing and speech impaired staff through the use of the SERVQUAL model (ii) Mediating effect of empathy on WoM and loyalty (iii) Within the context of Social Innovation and Social Capital. The study employed a mixed-method research approach. The findings indicate that innovative and sustainable entrepreneurial models can be built through diversity and inclusion, thus creating inclusive societal cultures in the SME sector. [ABSTRACT FROM AUTHOR]