Towards an accessible hotel: a case study of Scandic
Paulina Bohdanowicz-Godfrey , Piotr Zientara , Monika Bąk
AbstractThis 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.
|Journal series||Current Issues in Tourism, ISSN 1368-3500, (A 30 pkt)|
|Publication size in sheets||0.5|
|Keywords in English||accessible hotel, CSR, Scandic, case study, elderly and disabled guests|
|Score|| = 25.0, ArticleFromJournal|
= 30.0, ArticleFromJournal
|Publication indicators||: 2017 = 1.742; : 2017 = 3.462 (2) - 2017=3.516 (5)|
* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.