Service quality and corporate social responsibility, influence on post-purchase intentions of sheltered employment institutions.
Friendly, reliable service plus visible community giving make sheltered-employment bakeries more popular and profitable.
01Research in Context
What this study did
The team asked bakery customers to fill out a short survey. The bakeries hire adults with intellectual disability.
Questions covered how friendly and reliable the service felt. Other items asked if the bakery gives back to the community.
Last, customers rated satisfaction and whether they would return or tell a friend.
What they found
Better service quality and visible community giving both raised customer happiness.
Happier customers said they would come back and spread the word.
How this fits with other research
Durbin et al. (2019) saw the same link in early-intervention: stronger family-professional partnership boosts family life quality, just like better bakery service boosts customer loyalty.
Van Herwegen et al. (2018) found the flip side: parents of autistic students report the lowest satisfaction when services feel poor. Together these papers show quality feelings drive both parent and customer choices.
Yamaoka et al. (2022) add that poor service can hurt caregiver health. Their mothers of special-ed students had higher BMI and worse mood, hinting that good service may protect both wallet and well-being.
Why it matters
If you run or consult for sheltered workshops, track simple service markers: greeting speed, order accuracy, clean tables. Add one visible community act each month, like donating leftover bread. These low-cost moves can turn first-time buyers into regulars who fund more jobs for adults with ID.
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02At a glance
03Original abstract
The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual disabilities. When they are not yet capable of obtaining a job in the open market, they must receive job training and daily care in sheltered employment institutions. If the sheltered employment institutions cannot operate properly, they will greatly affect intellectual disabilities. From the study of "Children Are Us Bakeries and Restaurants" sheltered employment institutions are one kind of food service business that has been found to request and improve service quality and execution of CSR. These are two main factors which can enhance brand value and create a good reputation for sheltered employment institutions. The questionnaire results indicate that perceived service quality has a positive relationship with customer satisfaction and the reliability dimension is the most important factor for customers to assess service quality. Meanwhile, correlation analysis shows that customer satisfaction regarding service quality influences post-purchase intentions, indicating that friendly and helpful employees can please customers and enhance their satisfaction level and also induce positive post-purchase intentions of consumers. Regarding the CSR of "Children Are Us Bakeries and Restaurants" sheltered employment institutions, the analysis reveals a statistical significance: the greater customer satisfaction of CSR, the higher the post-purchase intention. In addition, in the work, paired-sample t test analysis reveals there is a significant difference (p<.05) in service quality and CSR in terms of "perceived" and "expected" responses. In summary, since those with intellectual disabilities usually are enthusiastic at work and do their best to provide good service and execute CSR well, the value of sheltered employment institutions establishments should be recognized by all should receive continued support and there should be a willingness to hire these intellectually disabled citizens.
Research in developmental disabilities, 2012 · doi:10.1016/j.ridd.2012.05.006