| Abstract [eng] |
Today, corporate social responsibility (CSR) issues are widely discussed in the press, the companies publish a variety of activities for the protection of nature, industrial relations and the improvement of public welfare. The consumer is often difficult to distinguish where it is just public relations, and where - the real company's commitment to the welfare of society. On the other hand, examples are widely echoed when companies for one reason or another do not behave responsibly with customers, employees or the environment. The customer as the CSR entity in many cases is dealt with CSR and user’s satisfaction or satisfaction of needs interfaces aspect. However, this is not highlighted in the scientific discourse the approach to a disabled customer as CSR entity. Much of the research solves integration of the disabled client into the labor market or higher education issues. The scientific literature on CSR lacks of deeper theoretical insights into how corporate social responsibility is associated with a disabled customer satisfaction by giving them qualified service. The object is the service of disabled customer as CSR entity. The aim is to investigate the expression of social responsibility in terms of services for clients with disabilities. Objectives: conceptualize the concept of corporate social responsibility in terms of customer as the entity of CSR; analyze features of services providing to customers with disabilities; theoretically justify the criteria of expression of organizations’ socially responsible behavior in serving customers with disabilities; conduct CSR expression’s in serving disabled clients in the service sector research; make recommendations of corporate social responsibility in serving clients with disabilities. The research of social responsibility in serving disabled customer in surveyed organizations showed that employees must serve customers with disabilities almost every day, but they feel a lack of knowledge or competence. The recommendations given of serving clients with disabilities are expected to become foundation of customer service specialist and a disabled customer professional and empathy based relations. |
