Towards strategic intent: Perceptions of disability service provision amongst hotel accommodation managers

Darcy, Simon and Pegg, Shane (2011) Towards strategic intent: Perceptions of disability service provision amongst hotel accommodation managers. International Journal of Hospitality Management, 30 2: 468-476. doi:10.1016/j.ijhm.2010.09.009


Author Darcy, Simon
Pegg, Shane
Title Towards strategic intent: Perceptions of disability service provision amongst hotel accommodation managers
Journal name International Journal of Hospitality Management   Check publisher's open access policy
ISSN 0278-4319
Publication date 2011-06
Year available 2010
Sub-type Article (original research)
DOI 10.1016/j.ijhm.2010.09.009
Volume 30
Issue 2
Start page 468
End page 476
Total pages 9
Place of publication Oxford ; New York
Publisher Pergamon Press
Collection year 2011
Language eng
Abstract The tourism sector globally has become increasingly mindful of how an ageing population is reshaping service provision forms and offerings. This being particularly true of accommodation operations where there is a now a growing recognition of the commercial value for providing market groups with exceptional service. With this in mind, this study sought to ascertain the perceptions of managers in the accommodation sector towards disability service provision with a view to identifying any current service gaps or failings. An inductive, qualitative approach was used with the data collection phase incorporating a series of one on one interviews and a focus group. The in-depth interviews were conducted with 10 managers of hotels deemed to have accessible rooms that complied with the relevant building codes and standards. A focus group comprised 22 managers of hotels located in the Sydney central business district, Australia. Study findings revealed five key themes that had not been previously discussed in the literature. They were: inclusive attitudinal approach; safety; the responsibility of people with a disability to communicate their needs to the hotel; perceptions of accessible rooms by the general public; and operational processes. Related themes that emerged from the data analysis that had previously been aligned with the literature included: legislative responsibility, policy and building codes; disability as a market segment; staff awareness/training; and language, marketing, and promotion information. Implications with respect to management of accessible rooms in the accommodation sector are outlined and further areas of research are proposed. Crown Copyright © 2010.
Keyword Accommodation
Attitude
Disability
Hearing
Hotel
Lodging
Management perception
Mobility
Service
Social model
Vision
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 12 times in Thomson Reuters Web of Science Article | Citations
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Created: Tue, 01 Feb 2011, 15:14:46 EST by Dr Shane Pegg on behalf of School of Tourism