Serving Customers with Dementia: Lessons for Café Owners

Adelina Broadbridge () and David Johnston
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Adelina Broadbridge: University of Stirling
David Johnston: University of Stirling

Chapter 18 in The Palgrave Handbook of Disability at Work, 2020, pp 315-330 from Springer

Abstract: Abstract Dementia is a prevalent, progressive disease with diagnosed cases steadily on the increase within the UK. Although awareness of the disease has improved, there is very little research regarding the relationship between dementia and its potential impact on businesses. This chapter provides some understanding of the experiences of customers with dementia when using cafés/restaurants, examining the relative importance of service quality meeting their needs and those of their carers. Semi-structured interviews with business owners/employees and carers of people with dementia were conducted and compared/contrasted the different factors of importance regarding service quality in cafés/restaurants for those suffering with dementia. The overall awareness and understanding of dementia by cafés/restaurants is low but slowly improving. However, there were important differences between what the carers and owners/employees considered to be most important with regard to the service element and service needs to be adapted to accommodate the needs of this growing population.

Keywords: Dementia; Carers; Businesses; Service sector; Customers (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-42966-9_18

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DOI: 10.1007/978-3-030-42966-9_18

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