The moments of truth: A qualitative exploration of service interactions between employees with disabilities in the food service industry, and their customers.

This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and cafés) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by 'total attentiveness', 'impressing customers', and 'social connection', while their customers perceived the interactions as both opportunities for 'genuine hospitality', and 'contributions to social change'. The implications of the findings are important for hospitality researchers and practitioners alike. • This study explored the meaning of service interactions between employees with disabilities (EWDs) and their customers, from the perspectives of both key actors. • In-depth qualitative interviews were employed, using a total of 20 participants drawn from restaurants and cafés in Vietnam, including EWDs with service roles (N = 10), and their customers (N = 10). • EWDs perceived service interactions with customers as opportunities to provide services characterized by 'total attentiveness', 'impressing customers', and 'social connection'. • Customers perceived service interactions with EWDs as opportunities for 'genuine hospitality' and a 'contribution to social change'. [ABSTRACT FROM AUTHOR]