Commitment and loyalty of the hearing impaired employees in the fast food restaurant

• Published in: Heritage, Culture and Society: Research agenda and best practices in the hospitality and tourism industry - Proceedings of the 3rd International Hospitality and Tourism Conference, IHTC 2016 and 2nd International Seminar on Tourism, ISOT 2016
• Main Author: Yusoff N.M.; Darimi S.N.A.; Zahari M.S.M.; Mustapha N.A.; Ghani F.A.
• Format: Conference paper
• Language: English
• Published: CRC Press/Balkema 2016
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85016168259&partnerID=40&md5=5592f1247566d4a3730f29a6a3073d4c

This qualitative paper reveals the commitment and loyalty of the employed hearing impaired employees in the fast food restaurant in Malaysia. Using Kuala Lumpur as the contextual setting for the study, six key informants among the Kentucky Fried Chicken (KFC), Marrybrown and Mc Donald’s fast food restaurant managers were interviewed. Results revealed that it is worth for the fast food restaurants to have the hearing impaired as they in general are having a positive attitude, obedience and possess the skill that suit to their ability. Besides, they are much easier to manage, control and less demanding and these special groups are committed and loyal to the organization that they work in. Some implication for the managers of fast food restaurants, the government and other industry players as a whole is drawn from this study. © 2016 Taylor & Francis Group, London.