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Towards Strategic Intent: Perceptions of disability service provision amongst hotel accommodation managers

Darcy, S., Pegg, S.,

Academic Literature

2011

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.

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.

Publication information

Journal/Publication : International Journal of Hospitality Management

Location : International

Domain/s: Community and civic participation

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