Employment of the workforce with disabilities in the hospitality industry

A three-stage Delphi study was conducted with experts and professionals working in the fields of disability and hospitality in order to identify some basic principles with respect to employment of people with disabilities (PWD). The potential effects of employing PWD on safety, cost, efficiency, service quality and management were investigated. Potentials and limitations of people with different types and degrees of disabilities with regard to jobs in the hospitality industry were also questioned. A notable guiding principle emanating from this study is that hiring of employees should be based on merit, suitability and capability of the candidate, regardless of the presence or degree of disability. Another important outcome is that the job or task appointed to PWD should not deteriorate the disability. A common guideline expressed by the participants was that jobs which critically require a certain sense or ability are not suitable for PWD who do not possess this sense or ability even with the aid of technology or by other means. However, apart from such extreme and obvious cases, experts mostly agree that PWD can fulfill any task in the hospitality industry as long as their professional knowledge and skills fit those tasks.     

Consumer satisfaction and loyalty derived from the perceived quality of individual banking services: A field study in Eskişehir from Turkey

The research project intends to find out the differences in the quality of the services rendered by the national banks of Turkey as perceived by the bank customers. This paper is an academically held field research conducted in May 2000 in the city of Eski?ehir Turkey, covering 1340 respondents who are regular bank customers, that is, who carry out banking transactions more than once in a month. These banks are all well-known, nation-wide financial institutions publicly or privately owned and are classified under three main groups depending on their ownership style and their size. Respondents are selected systematically from different age groups, income groups, and occupations reflecting both sexes. A questionnaire form included ten close-end multiple-choice questions (excluding demographic questions) is designed for the research purpose