ABSTRACT Prior studies have examined customers’ reactions to service provided by people with disabilities solely within normal service conditions. This study expands current research by examining the impact of various disability types and stereotyping on guests’ perceptions of service quality in a service failure context and by comparing the two service contexts (i.e. normal and failure). A controlled experiment was implemented, and results showed, in a service failure context, no significant differences on guests’ service quality perceptions and stereotyping, but with a small exception. Customer characteristics (ethnicity, religiosity and relationship to persons with disabilities) influenced the ways in which quality of service was stereotyped..

中文翻译：

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来宾对残疾人员工提供的服务的定型观念和质量评估：服务失败重要吗？

摘要先前的研究仅在正常服务条件下检查了客户对残疾人提供的服务的反应。这项研究通过检查各种残疾类型和定型观念对客人在服务故障背景下对服务质量的看法的影响，并通过比较两种服务环境（即正常和故障）来扩展当前的研究。实施了受控实验，结果表明，在服务失败的情况下，客人对服务质量的看法和刻板印象没有显着差异，但有一个例外。客户特征（种族，宗教信仰和与残疾人的关系）影响了服务质量定型的方式。