Service innovation in hotels for people with disabilities

Georgia Yfantidou, Eleni Spyridopoulou, Alkistis Papaioannou, Panagiota Balaska

Abstract


Vacations, journey and physical and recreational activities are an important part of the life of people with disabilities as a means in order to escape from their daily routine, to strengthen family ties and to promote health, self-confidence and independence. Researches in tourism have shown that disabled people face many obstacles when they participate in sport and recreation activities because of the lack of accessible destinations, of facilities, of means of transport, of appropriate information and because of obstacles in communication and behavior, but also in finding an accessible accommodation. The aim of this paper is the investigation of the dimensions of sport tourists’ accessibility as regards to tourist accommodation and sport facilities.

The sample consisted of 81 sport tourists with disabilities aged 18 to 60 years and above, men and women, with physical and sensory disabilities (vision or hearing disabilities) participated in this research. The questionnaire was consisted of a) the scale “Accessible Tourism Accommodation Survey” – ATAS, which is about the accommodation needs of disabled people based on the accessibility b) the “Tourist Role Preference Scale” – TRPS, c) a part of 24 questions concerning sport activities for disabled people and d) a part of 10 questions regarding demographics and specific preference destination. The surveys’ data revealed preferences and habits and barriers to access for travelers with disabilities, which the tourism industry is invited to understand and to respond to them through the design and redesign of products and services in the field of tourism.

Keywords


tourism; hotel; accommodation; disabilities; innovation; sport

Full Text:

PDF

References


Andersson, Å. E., & Andersson, D. E. (2006). The Economics of Experiences, the Arts and Entertainment. Cheltenham, Massachusetts : Edward Elgar Publishing.

Avis, A., Card, J. A., Cole, S. (2005). “Accessibility and attitudinal barriers encountered by travellers with physical disabilities”, Tourism Review International, 8(3): 239-249.

Berlin, I. T. B. (2012). World travel trends report 2012/2013.

Bi, Y., Card, J. A., Cole, S. T. (2007). “Accessibility and attitudinal barriers encountered by chinese travellers with physical disabilities”, International Journal of Tourism Research, 9: 205-216.

Blichfeldt, B. S., Nicolaisen, J. (2011). “Disabled travel: not easy, but doable”, Current issues in tourism, 14(1): 79-102.

Buhalis, D., Darcy, S. (2011). Accessible Tourism: Concepts and issues. Bristol: Channel View Publications.

Burnett, J.J., Baker, H.B. (2001). “Assessing the travel-related behaviors of the mobility disabled consumer”, Journal of Travel Research, 40(1): 4-11.

Burns, N., Paterson, K., Watson, N. (2009). “An inclusive outdoors? Disabled people’s experiences of countryside leisure services”. Leisure Studies, 28(4): 403-417.

Card, J. A., Cole, S. T., Humphrey, A. H. (2006). “A comparison of the accessibility and attitudinal barriers model: travel providers and travelers with physical disabilities”, Asia Pacific Journal of Tourism Research, 11(2): 161-175.

Chung, W., Kalnins, A. (2001). “Agglomeration effects and performance: A test of the Texas lodging industry”, Strategic Management Journal, 22(10): 969-988.

Daniels, M. J., Drogin Rodgers, E. B., Wiggins, B. P. (2005). ““Travel tales”: an interpretive analysis of constraints and negotiations to pleasure travel as experienced by persons with physical disabilities”, Tourism Management, 26(6): 919-930.

Daniels, M. J., Rodgers, E. B. D., Wiggins, B. P. (2005). ““Travel Tales”: an interpretive analysis of constraints and negotiations to pleasure travel as experienced by persons with physical disabilities”, Tourism Management, 26(6): 919-930.

Darcy, S. (2010). “Inherent complexity: Disability, accessible tourism and accommodation information preferences”, Tourism Management, 31(6): 816-826.

Darcy, S. (1998). Anxiety to Access: The tourism patterns and experiences of new South Wales people with a physical disability. Australia: Tourism New South Wales.

Darcy, S., Daruwalla, P. (1999). “The trouble with travel: tourism and people with disabilities”, Social Alternatives, 18(1): 41-48.

Davies, B., Downward, P. (1996). “The structure, conduct, performance paradigm as applied to the UK hotel industry” Tourism Economics, 2(2): 151-158.

European Commission (2004). Improving information on accessible tourism for disabled people. Italy: Enterprise publications.

Figueiredo, E., Eusébio, C., Kastenholz, E. (2012). “How diverse are tourists with disabilities? A pilot study on accessible leisure tourism experiences in Portugal”, International Journal of Tourism Research, 14: 531-550.

Freeman, I., Selmi, N. (2010). “French versus canadian tourism: response to the disabled”, Journal of Travel Research, 49(4), 471-485.

Gibson, H. (1994). Some predictors of tourist role preference for men and women over the adult life course. Published Doctoral Dissertation, AAT: 9525663, University of Connecticut. Connecticut, United States.

Hackett, G., Melia, D. (2012). “The hotel as the holiday/stay destination: trends and innovations” Presented at THRIC Conference, Belfast, Ireland - June 2012 and EuroCHRIE Conference,Lausanne Switzerland - October 2012: 1-10.

Hjalager, A.M. (1997). “Innovation patterns in sustainable tourism. An analytical typology”, Tourism Management, 18(1): 35-41.

Hu, M. L. M., Horng, J. S., Sun, Y. H. C. (2009). “Hospitality teams: Knowledge sharing and service innovation performance”, Tourism management, 30(1): 41-50.

Huang, H. L. (2014). “Performance effects of aligning service innovation and the strategic use of information technology”, Service Business, 8(2): 171-195.

Israeli, A. (2002). “A preliminary investigation of the importance of site accessibility factors for disabled tourists”, Journal of Travel Research, 41, 101-104.

Ivandić, N., Telišman-Košuta, N., Čorak, S., Krešić, D. (2006). Ljetni odmorišni turizam. In Hrvatski turizam – plavo, bijelo i zeleno. Ed. Čorak, S. & Mikačić, V. Institute for Tourism: Zagreb.

Jalali, N. (2013). Entertainment & Arts’ effect on Hotel & Restaurant Industries: An Empirical Study of Sweden. Master’s Thesis in Economics and Management of Entertainment and Art Industries, Jönköping International Business School. http://www.diva-portal.org/smash/record.jsf?pid=diva2%3A699862&dswid=8851#sthash.eUT23rBB.dpbs

Lashley, C. (2008). “Studying hospitality: Insights from social sciences”. Scandinavian Journal of Hospitality and Tourism, 8(1): 69-84.

Lee, S. M., Olson, D. L., Trimi, S. (2012). “Co-innovation: convergenomics, collaboration, and co-creation for organizational values”, Management Decision, 50(5): 817-831.

Mace, R. L., Hardie, G. J., Place, J. P. (1990). Accessible environments: Toward universal design. Center for Accessible Housing, North Carolina State University.

http://www.ncsu.edu/ncsu/design/cud/pubs_p/docs/ACC%20Environments.pdf

Martĺnez-Ros, E., Orfila-Sintes, F. (2009). “Innovation activity in the hotel industry”, Technovation, 29(9): 632-641.

McCabe, S. (2009). Positioning Marketing Communications for Tourism and Hospitality. Hungary: Elsevier

Nicolau, J. L., Santa-María, M. J. (2013). “The effect of innovation on hotel market value”, International Journal of Hospitality Management, 32: 71-79.

Ordanini, A., Maglio, P. P. (2009). “Market orientation, internal process, and external network: A qualitative comparative analysis of key decisional alternatives in the new service development”, Decision Sciences, 40(3): 601-625.

Orfila-Sintes, F., Crespı ́- Cladera, R., Martınez-Ros, E. (2005). “Innovation activity in the hotel industry: Evidence from Balearic Islands”, Tourism Management, 26: 851-865. doi:10.1016/j.tourman.2004.05.005

Orfila-Sintesa F., Mattsson J. (2007). “Innovation behaviour in the hotel industry”, Omega, 37: 380-394. doi:10.1016/j.omega.2007.04.002

Ottenbacher, M., Gnoth, J. (2005). “How to develop successful hospitality innovation”, Cornell Hotel and Restaurant Administration Quarterly, 46(2): 205-222.

Peteraf, M.A. (1993). “The cornerstones of competitive advantage: a resource-based view”, Strategic Management Journal, 14: 179-191.

Pine, B. J., Gilmore, J. H. (2011). The experience economy. Harvard Business Press.

Rayna, T., Striukova, L. (2009). “Luxury without guilt: service innovation in the all-inclusive hotel industry”, Service Business, 3(4): 359-372.

Rimmer, J. H., Riley, B., Wang, E., Rauworth, A. (2004). “Physical activity participation among persons with disabilities. Barriers and facilitators”, American Journal of Preventive Medicine, 26(5): 419-425.

Rimmer, J. H., Schiller, W. J. (2006). “Future directions in exercise and recreation technology for people with spinal cord injury and other disabilities: perspectives from the rehabilitation engineering research center on recreational technologies and exercise physiology for people with disabilities”, Top Spinal Cord Injury Rehabilitation, 11(4): 82-93.

Shaw, G., Coles, T. (2004). “Disability, holiday making and the tourism industry in the UK: a preliminary survey”, Tourism Management, 25: 397–403.

Sladoljev, J., Sisara, J., Goles, I. K. (2014, January). “Innovation and education as key factors for further improvement of tourism and competitiveness of the Sibenik-Knin county”, In An Enterprise Odyssey. International Conference Proceedings (p. 461). University of Zagreb, Faculty of Economics and Business.

Smith, R. W., Austin, D. R., Kennedy, D. W. (2001). Inclusive and special recreation: opportunities for persons with disabilities (4th ed.). Boston: MA: McGraw Hill.

Sundbo, J., Orfila-Sintes, F., Sørensen, F. (2007), “The innovative behavior of tourism firms:

comparative studies of Denmark and Spain”, Research Policy, 36: 88-106.

Tang, T. W., Wang, M. C. H., Tang, Y. Y. (2015). “Developing service innovation capability in the hotel industry”, Service Business, 9(1): 97-113.

Tugores, M., García, D. (2015). “The impact of innovation on firms' performance: an analysis of the hotel sector in Majorca”, Tourism Economics, 21(1): 121-140.

UNWTO. (2014). Tourism Highlights, 2014 Edition. Madrid: UNWTO.

World Health Organization (2001). Global code of ethics for tourism.

http://ethics.unwto.org/en/content/global-code-ethics-tourism

Yau, M. K., McKercher, B., Packer, T. L. (2004). “Traveling with disability more than an access issue”, Annals of Tourism Research, 31(4): 946-960.

Živoder, S. B., Čorak, S. (2015). “Importance of sport and recreation activities for tourism development: the case of Croatia”, Sport Tourism: New Challenges in a Globalized World.: 218.


Refbacks

  • There are currently no refbacks.