This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

中文翻译：

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残疾就业对酒店业客人感知和行为意图的影响


本研究调查了酒店雇用残疾人 （PWD） 对消费者行为的影响，重点是口碑和回购意愿。该研究深入探讨了这些影响背后的潜在机制，并使用酒店特征检查了潜在的边界条件。利用两个受试者间设计实验，使用倾向得分加权方案和多组分析分析了 1443 个响应。结果显示，酒店业的 PWD 就业通过道德决策过程对口碑和回购意愿产生积极影响，特别是从道德判断发展到道德义务，以及感知到企业社会责任 （CSR）。这些影响在不同的星级评分中保持一致，无论是连锁酒店还是独立酒店。这些发现通过确定酒店客人如何应对酒店业 PWD 就业的潜在机制，从道德心理学和感知的 CSR 中汲取见解，增强了关于平等、多样性和包容性的文献。