Well-being and Performance of Work Force with Disability in Hospitality Sector during COVID: A Case of Internal Marketing

Rabia Shahzad, Syed Fahad Ali

Abstract

This study aims to contribute to the understanding of how HRM systems in the hospitality sector can effectively manage and support workers with disabilities during the COVID-19 crisis. By exploring the role of flexible HRM practices, the study provides insights into fostering well-being and performance in this disadvantaged workforce. The findings can inform the development of policies and practices that enhance the well-being and performance of workers with disabilities in the post-COVID-19 era. The COVID-19 pandemic has severely
impacted the hospitality sector, posing challenges for businesses and threatening the well-being of workers. Workers with disabilities are particularly vulnerable during this crisis, facing stigmatization and difficulties adapting to sudden changes. Organizations need to implement flexible policies and practices to support this workforce segment. However, there is a lack of research exploring the nexus between flexible HRM systems and the well-being and performance of workers with disabilities in the hospitality sector. This study aims to address this gap and examine the impact of flexible HRM practices on workers with disabilities during the COVID-19 crisis. The study adopts a qualitative approach, focusing on the hospitality sector. Primary data is collected through interviews and observations to explore how HRM systems in the sector respond to the COVID-19 crisis and support workers with disabilities. The study considers the three levels of analysis in HRM systems: employee skills, employee behaviors, and flexibility in HR practices. The study fills several gaps in the existing literature. Firstly, it examines how flexible HRM systems foster the well-being and performance of workers with disabilities in the hospitality sector. Secondly, it considers the three levels of analysis in
conceptualizing and implementing HRM practices. Thirdly, it investigates the response of HRM systems to the early and pandemic stages of the COVID-19 crisis. The findings of this study can guide occupational rehabilitation agencies, HRM professionals, and state-based organizations in supporting the well-being and performance of workers with disabilities.