Exploring Accessibility Challenges in the Hospitality A Qualitative Study on the Needs of People with Physical Impairments

Resumo

Aims | This article addresses the differentiated dimensions of accessibility in the hospitality sector, focusing specifically on the needs of guests with disabilities, special those with physical impairments.

The objectives are to: (i) identify the multiple challenges that people with physical impairments face when accessing hospitality services, focusing in the two phases of the guest cycle, before and during the stay (ii) provide rich and detailed insights into the lived experiences of participants to provide a holistic understanding of their perspectives (iii) give voice to guests with physical impairments.

 Methodology | This study utilized a qualitative methodology and was conducted using a focus group. The study, carried in Portugal, focused on PwPI and their experience before and during their stay when travelling. The questions were structured based on the literature review and were ordered from the most general to the most specific topic. The focus group were recorded with the due consent and fully transcribed. The data were analysed using NVIVO 14.

 Results and Contributions | The study helps to identify potential solutions and recommendations for improving accessibility and to ensure that the hospitality industry is more responsive to the needs of people with physical impairments. By eliciting the voices of those directly affected, the study contributes to a more comprehensive and empathetic approach to accessibility.

 Theoretical inputs will be provided to the hospitality industry.

Limitations | The analysis undertaken was restricted to PwPI and restricted to Portugal. The study should be expanded to other groups, namely to people with sensory and cognitive impairments and extended to other geographical areas. Moreover, the study, essentially exploratory and qualitative, was conducted using a focus group including only PwPI. In addition the sample should be larger and a quantitative study can be carried out to measure the impact of some variables such age, degree of disability, education level in the challenges they experienced before and during their stay.

Conclusions | The priority is to give voice to customers with disabilities by listening to their experiences. By pursuing an essential understanding of how hospitality improved the way the sector regards these consumers. The research also intends to highlight some aspects related to the phase one and two of the guest cycle, before and during the stay. The results are expected to contribute to the governance and to reach the SDG as persons with disabilities should be considered in most Sustainable Development Goals.

 Referências bibliográficas

 Almeida, S; Mesquita, S. (2023), "How Risky Can a Trip Be for a Guest With Visual Impairments? Evaluation of the Organizational Risks Through a Real Story", Seabra, C. and Korstanje, M.E. (Ed.) Safety and Tourism (Tourism Security-Safety and Post Conflict Destinations), Emerald Publishing Limited, Bingley, pp. 227-243. https://doi.org/10.1108/978-1-80382-811-420231013

Rihova, I., Buhalis, D., Moital, M., & Gouthro, M.-B. (2015). Conceptualising customer-to-customer co-creation in socially dense tourism contexts. International Journal of Tourism Research, 17(4), 356-363. DOI: 10.1002/jtr.1993

Mei, X. Y., & Lantai, T. (2018). Understanding travel constraints: An exploratory study of Mainland Chinese International Students (MCIS) in Norway. Tourism Management Perspectives, 28, 1–9.

Ozturk, Y., Yayli, A. and Yesitas, M. (2008), “Is the Turkish tourism industry ready for a disabled customer’s market? The views of hotel and travel agency managers”, Tourism Management, Vol. 29, pp. 382-389.