Resumen de Accessibility of travel and hospitality services as perceived by travelers with mobility impairments
Yeon Woo Park, Shu Cole, Ye Zhang
The purpose of this study is to investigate mobility-impaired consumers' perceived accessibility of travel and hospitality services. Focus groups and semistructured interviews were conducted among 23 participants with mobility impairments. Results of the study suggest five dimensions of accessibility in travel and hospitality services as perceived by customers with mobility impairments: access to physical features, access to service procedures, ease of access to physical and service features, upkeep of accessible physical and service features, and access to accurate and reliable information. This conceptualization of accessibility can be used by travel and hospitality services to develop accessible services for people with mobility impairments.
