Attitudes and experiences of tourism operators in Northern Australia toward people with disabilities

Patterson, Ian, Darcy, Simon and Monninghoff, Mirja (2012) Attitudes and experiences of tourism operators in Northern Australia toward people with disabilities. World Leisure Journal, 54 3: 215-229. doi:10.1080/04419057.2012.702452

Author Patterson, Ian
Darcy, Simon
Monninghoff, Mirja
Title Attitudes and experiences of tourism operators in Northern Australia toward people with disabilities
Journal name World Leisure Journal   Check publisher's open access policy
ISSN 1607-8055
Publication date 2012-09
Sub-type Article (original research)
DOI 10.1080/04419057.2012.702452
Volume 54
Issue 3
Start page 215
End page 229
Total pages 15
Place of publication Cedar Falls, IA, United States
Publisher World Leisure and Recreation Association
Collection year 2013
Language eng
Abstract The last decade has seen an increasing interest in disability, access and tourism. This has culminated in the emergence of a body of work on “accessible tourism.” Disability and access have been the subject of a great deal of government regulation and coordination through building codes, awareness training and state-based tourism marketing authorities and policy engagement. Yet, the supply-side perspective of industry responses to this consumer group has been under researched (Darcy & Pegg, 2011). This study seeks to redress this omission through examining the attitudes and experiences of tourism operators. The area chosen for the study was Queensland, Australia. In-depth interviews were conducted with 32 tourism operators across five major regional tourism locations. The interviews investigated the level of engagement with the consumer group, their motivations for catering for the group and their experiences with the service provision to the group. The results of the study showed that, while the macro policy environment is conducive to having an accessible built environment, transport and service sector, the level of engagement by the tourism industry still involves an ad hoc process of trial and error on the part of individual operators. In comparison with previous decades, tourism operators are now making significant efforts to make their products and services more accessible to people with disabilities. However, most operators in the study noted that there is still a weak demand from the accessible tourism market and low recognition of their existing product offerings.
Keyword People with disability
Accessible tourism
Tourism operators
Accessible accommodation
Accessible transport
Customer Service
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Version of record first published: 10 September 2012.

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2013 Collection
UQ Business School Publications
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Created: Thu, 28 Jun 2012, 14:52:09 EST by Jane Malady on behalf of School of Tourism