Towards an accessible hotel: a case study of Scandic |
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Authors: | Paulina Bohdanowicz-Godfrey Piotr Zientara Monika B?k |
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Institution: | 1. School of Hospitality and Tourism Management, University of Surrey, Guildford, UK;2. Faculty of Economics, University of Gdansk, Gdańsk, Poland |
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Abstract: | This paper focuses on the issue of hotel accessibility and offers a case study of Scandic. Drawing on a qualitative-cum-quantitative methodology, it argues for a holistic approach to the idea of an accessible hotel. Specifically, it is based on semi-structured interviews and a questionnaire survey conducted among elderly and disabled guests. Accordingly, it underscores not only the importance of a corporate social responsibility (CSR)-centred organizational culture and employee extra-role behaviours, but also of customer satisfaction, loyalty and trust. This paper proposes an original and evidence-based conceptualization of hotel accessibility and offers several practical recommendations intending to turn hotels into truly accessible facilities. |
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Keywords: | Accessible hotel CSR Scandic case study elderly and disabled guests |
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