Ross, Glenn F. (2004) Ethics, trust and expectations regarding the treatment of disabled staff within a tourism/hospitality industry context. International Journal of Hospitality Management, 23 (5). pp. 523-544.

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Abstract

Whilst it has long been recognized that disabled employees can be the recipients of discrimination in the workplace, occasioned by many factors including physical appearance, relatively little is known regarding the ethical conceptualizations, trust responses and also problem-solving architecture that potential employees bring to such contexts, particularly in service industries such as tourism/hospitality. This study has examined discrimination shown to a disabled hospitality industry employee within an ethical framework, investigating personal ethical beliefs, individual ethical influences upon behaviour and also perceived management problem-solving response influences in the face of disability discrimination. The study has been conducted among a sample of university management students in a major Australian tourism destination, many of whom on graduation would seek employment within the tourism/hospitality industry.

Three personal ethical belief types were identified: equity or procedural justice, competence and integrity, with both competence and integrity ethics being regarded as of higher value than equity. Major individual ethical influences included one's own values and also those of the ambient society; the most highly rated perceived management response involved the protection of company image whereas the least expected involved a management perspective focusing on justice of all people involved in the ethical dilemma.

The competence ethical belief was found to predict the individual who would be influenced by a legal perspective; the justice for all management perspective was employed as a measure of respondent trust in management, with analyses revealing that the competence ethical belief, the career and societal influences and also gender being found associated with lower levels of trust in management's willingness to respond to disability discrimination in a just manner. The protection of company image as a management response, employed as a measure of mistrust, was associated with integrity personal ethical values, and also with career, societal and own ethical influences upon responses to an incident of disability discrimination. Implications for future research in this domain together with implications for the tourism/hospitality industry are examined.

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