Dimensions of hotel experience of people with disabilities: an exploratory study

Abstract

Purpose-This exploratory study aims to focus on the challenges arising from the interactions between wheelchair users, individuals using crutches and blind people with the hotel environment as well as on the efforts to overcome these challenges. Design/methodology/approach-The sample was gathered through a snowballing technique. The study utilizes in-depth semi-structured interviews of 45 participants: 20 used wheelchairs; ten were dependent on crutches; and 15 were blind. The data were subject to thematic content analysis. Findings-Interpreted by the social model of disability, the results suggest that the challenges participants confront derive from the physical design of the environment as well as staff behaviors. Differences were found between the hotel experiences of people with various types of disabilities. Research limitation/implications-The sample was limited to Israeli participants. Practical implications-The paper offers recommendations for hotel management with regard to specific physical as well as interpersonal means to alleviate apparent difficulties faced by people with disabilities in their hotel experiences. Originality/value-This study broadcasts the genuine voice of people with disabilities. The findings are of special relevance to hospitality researchers, educators, executives, and hotel staff.

Consumers' perspectives on service staff with disabilities in the hospitality industry

“…Participants of the study (guests, management, and employees) shared the view that the physical attributes of employees with disabilities do not affect their performance or negatively influence the guest experience (Gröschl, 2013). With regard to consumers' perspectives, several hospitality and tourism research focused on the challenges and types of service failures confronted by customers with disabilities (Poria et al, 2011;Kim and Lehto, 2012). A national survey in the USA found that 92 percent of consumers feel more favorable toward companies that hire individuals IJCHM 26,2 with disabilities, and 87 percent agree that they would prefer to give their business to organizations that employ people with disabilities (Siperstein et al, 2006).…”

Brand Experience Anatomy in Hotels: An Interpretive Structural Modeling Approach

“…A. Lee & Jeong, 2014), experiential value (Wu & Liang, 2009), pricing of experience products (Adhikari, Basu, & Raj, 2013), experience economy (Loureiro, 2014;Scott, Laws, & Boksberger, 2009), quality of experience (Xu & Chan, 2010), hotel experience of people with disabilities (Poria, Reichel, & Brandt, 2011), and dining experience (Lord, Putrevu, & Parsa, 2004;Wijaya, King, Nguyen, & Morrison, 2013), HBE has received little research attention.…”

A SPECIALIZATION MODEL: ACCESSIBLE TOURISM TOUR PROGRAMME and TOUR PRICING SAMPLE for DISABLED PEOPLE

“…Öncelikle engellilerin sosyal hakları olan çevre, fiziksel donanım ve çalışan davranışları ile ilgili rahatsızlıkları bulunmaktadır. Turizm sektöründe faaliyet gösteren işletmeler tarafından bu konuda engellilerin karşılaştığı zorlukların ortadan kaldırılmasına yönelik uygulamaların gerçekleştirilmesi de oldukça önemlidir (Poria, Reichel & Brandt, 2011).…”