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

Darcy, S; Pegg, S

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

Darcy, S

Pegg, S

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Publication Type:: Journal Article
Citation:: International Journal of Hospitality Management, 2011, 30 (2), pp. 468 - 476
Issue Date:: 2011-06-01

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Field	Value	Language
dc.contributor.author	Darcy, S https://orcid.org/0000-0002-5394-2566	en_US
dc.contributor.author	Pegg, S	en_US
dc.date.issued	2011-06-01	en_US
dc.identifier.citation	International Journal of Hospitality Management, 2011, 30 (2), pp. 468 - 476	en_US
dc.identifier.issn	0278-4319	en_US
dc.identifier.uri	http://hdl.handle.net/10453/17439
dc.description.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. © 2010.	en_US
dc.relation.ispartof	International Journal of Hospitality Management	en_US
dc.relation.isbasedon	10.1016/j.ijhm.2010.09.009	en_US
dc.subject.classification	Sport, Leisure & Tourism	en_US
dc.title	Towards Strategic Intent: Perceptions of disability service provision amongst hotel accommodation managers	en_US
dc.type	Journal Article
utslib.citation.volume	2	en_US
utslib.citation.volume	30	en_US
utslib.for	150603 Tourism Management	en_US
utslib.for	1504 Commercial Services	en_US
utslib.for	1505 Marketing	en_US
utslib.for	1506 Tourism	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/e-Press
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Management Discipline
utslib.copyright.status	open_access
pubs.issue	2	en_US
pubs.publication-status	Published	en_US
pubs.volume	30	en_US

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. © 2010.

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http://hdl.handle.net/10453/17439