Hospitality co-creation with mobility-impaired people |
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| Institution: | 1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong;2. School of Professional Education and Executive Development, The Hong Kong Polytechnic University, Hong Kong;3. Institute of Computer Science and Engineering, National Chiao Tung University, Taiwan;4. Tourism College, Institute for Tourism Studies, Macau;5. Department of Communication and Technology, National Chiao Tung University, Taiwan;1. Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Blvd., Orlando, FL, 32819, United States;2. Rosen College of Hospitality Management, University of Central Florida, Orlando, FL, United States;1. School of Marketing, Ehrenberg-Bass Institute for Marketing Science, University of South Australia, Adelaide, Australia;2. Department of Agricultural Economics, Stellenbosch University, Stellenbosch, South Africa;1. Department of Business and Accounting, Faculty of Economics and Business Administration, Universidad Nacional de Educación a Distancia (UNED), Paseo Senda del Rey, 11, 28040 Madrid, Spain;2. Department of Business and Accounting, Faculty of Economics and Business Administration. Universidad Nacional de Educación a Distancia (UNED), Paseo Senda del Rey, 11, 28040 Madrid, Spain;1. Department of Tourism and Hospitality Management, School of Management, Xiamen University, Xiamen, China;2. Department of Advertisement, School of Journalism and Communication, Xiamen University, Xiamen, China;3. Department of Tourism Management, School of Tourism, Lanzhou University of Arts and Science, Lanzhou, China;1. School of Management, Shenzhen Polytechnic College, Xili, Nanshan Dist., Shenzhen, China;2. SHTM, Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong, China;1. Ecole hôtelière de Lausanne, HES-SO//University of Applied Sciences Western Switzerland, Route de Cojonnex 18, 1000, Lausanne 25, Switzerland;2. Columbia University, 701 Uris Hall, New York, NY, 10027, United States |
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| Abstract: | This study aims to analyze and construct the hospitality value co-creation system of dining services for mobility-impaired persons (MIPs) by using a specific technological platform in small and medium restaurants (SMRs). The hospitality industry should take action to provide improved services to MIPs. The service-dominant logic, the methodology of service experience engineering, and research approaches in ethnography, content analysis, action research, and service design were applied to implement a hospitality co-creation service system. The result is shown in quality function deployment (QFD). The Friendly Restaurant app was developed by a social enterprise working with MIPs and SMR operators to improve the dining experience of MIPs in SMRs guided by QFD. This app comes from the hospitality co-creation system to offer a list of barrier-free restaurants, menu design, information on accessible facilities, and taxi services for various types of MIPs. |
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| Keywords: | Value co-creation Small and medium restaurants Mobility-impaired persons Social entrepreneur Application (app) |
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