2024-11-122024-11-122023https://thuvienso.hoasen.edu.vn/handle/123456789/15886International Journal of Hospitality Management 115 (2023) 103602This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and caf´es) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by ‘total attentiveness’, ’impressing customers’, and ‘social connection’, while their customers perceived the in­ teractions as both opportunities for ‘genuine hospitality’, and ‘contributions to social change’. The implications of the findings are important for hospitality researchers and practitioners alike.enEmployees with disabilities (EWDs),Customers,People with disabilities (PWDs),Service interaction,Restaurants,Caf´esArticle