RECEIVING SERVICE FROM A PERSON WITH A DISABILITY: STEREOTYPES, PERCEPTIONS OF CORPORATE SOCIAL RESPONSIBILITY, AND THE OPPORTUNITY FOR INCREASED CORPORATE REPUTATION

被引:13
|
作者
Dwertmann, David J. G. [1 ]
Gostatutaite, Bernadeta [2 ]
Kazlauskatie, Ruta [3 ]
Buginiene, Ilona [4 ]
机构
[1] Rutgers State Univ, Sch Business Camden, Management, Camden, NJ 08102 USA
[2] ISM Univ Management & Econ, Management, Vilnius, Lithuania
[3] ISM Univ Management & Econ, Human Resource Management, Vilnius, Lithuania
[4] ISM Univ Management & Econ, Vilnius, Lithuania
来源
ACADEMY OF MANAGEMENT JOURNAL | 2023年 / 66卷 / 01期
关键词
JOB FIT STEREOTYPES; PRACTICE RECOMMENDATIONS; SIGNALING THEORY; PEOPLE; ATTITUDES; CONTACT; IMPACT; CONSEQUENCES; ANTECEDENTS; PERFORMANCE;
D O I
10.5465/amj.2020.0084
中图分类号
F [经济];
学科分类号
02 ;
摘要
Whereas advocates point to benefits of employing people with disabilities for organizations, employers' concern over negative customer reactions is still a barrier to the employment of people with disabilities in service occupations. We contribute to this discussion and the management literature on disability by examining the effects of receiving service from employees with a hearing disability and employees who use a wheelchair on corporate reputation. Based on signaling theory, stereotypes, and valuation-by-association logic, we argue and find in a multistudy, multimethod approach that employing people with disabilities can be perceived as corporate social responsibility and leads to better corporate reputation. A field study with 317 customers of a large international supermarket chain in Lithuania demonstrates higher ratings of corporate reputation for customers receiving service from an employee with a hearing disability than for customers receiving service from an employee without disabilities. In an online experiment using a Solomon four-group design, we utilize video vignettes to test our model with corporate social responsibility perceptions as a mediator. Together, our findings show that managers' concerns about how biased customers might respond to service employees with disabilities are likely unfounded and highlight-in addition to an ethical case for inclusion-the potential for organizations to benefit from employing of people with disabilities, as it leads to favorable reputation effects for organizations.
引用
收藏
页码:133 / 163
页数:31
相关论文
共 50 条
  • [1] Corporate Social Responsibility, Governance and Corporate Reputation
    Bevan, David
    [J]. SCANDINAVIAN JOURNAL OF MANAGEMENT, 2012, 28 (04) : 356 - 358
  • [2] Corporate social responsibility behaviors and corporate reputation
    Jeffrey, Scott
    Rosenberg, Stuart
    McCabe, Brianna
    [J]. SOCIAL RESPONSIBILITY JOURNAL, 2019, 15 (03) : 395 - 408
  • [3] Corporate Social Responsibility, Governance and Corporate Reputation
    Manzoor, Humera
    [J]. JOURNAL OF GENERAL MANAGEMENT, 2014, 39 (03) : 75 - 77
  • [4] CORPORATE SOCIAL RESPONSIBILITY AND REPUTATION
    Grigore, Georgeta
    [J]. METALURGIA INTERNATIONAL, 2009, 14 (11): : 95 - 98
  • [5] Corporate Social Responsibility Disclosure Approaches, Corporate Reputation, and Corporate Performance: Evidence from China
    Lyu, Wenwen
    Salam, Zarina Abdul
    Wang, Qiao
    Xu, Yangfang
    [J]. INZINERINE EKONOMIKA-ENGINEERING ECONOMICS, 2024, 35 (03): : 362 - 374
  • [6] Corporate social responsibility as a determinant of corporate reputation in the airline industry
    Park, Eunil
    [J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2019, 47 : 215 - 221
  • [7] Corporate Social Responsibility Information, Corporate Reputation and Purchase Intention
    Lian, Chun-Hui
    Wang, Yue-Tang
    [J]. 2018 3RD ANNUAL INTERNATIONAL CONFERENCE ON EDUCATION SCIENCE AND EDUCATION MANAGEMENT (ESEM 2018), 2018, : 159 - 165
  • [8] The Impact of Interactive Corporate Social Responsibility Communication on Corporate Reputation
    Eberle, David
    Berens, Guido
    Li, Ting
    [J]. JOURNAL OF BUSINESS ETHICS, 2013, 118 (04) : 731 - 746
  • [9] The Impact of Interactive Corporate Social Responsibility Communication on Corporate Reputation
    David Eberle
    Guido Berens
    Ting Li
    [J]. Journal of Business Ethics, 2013, 118 : 731 - 746
  • [10] Corporate reputation through strategic communication of corporate social responsibility
    Ajayi, Oyindamola Abiola
    Mmutle, Tsietsi
    [J]. CORPORATE COMMUNICATIONS, 2021, 26 (05) : 1 - 15