Towards an accessible hotel: a case study of Scandic

Paulina Bohdanowicz-Godfrey , Piotr Zientara , Monika Bąk

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.
Publication typeIn press (online first, early view)
Author Paulina Bohdanowicz-Godfrey
Paulina Bohdanowicz-Godfrey,,
-
, Piotr Zientara IHZ
Piotr Zientara,,
- Institute of International Business
, Monika Bąk KET
Monika Bąk,,
- Deparment of Transport Economics
Journal seriesCurrent Issues in Tourism, ISSN 1368-3500
Issue year2018
Noonline first
Pages1-5
Publication size in sheets0.5
Keywords in Englishaccessible hotel, CSR, Scandic, case study, elderly and disabled guests
DOIDOI:10.1080/13683500.2018.1449191
Languageen angielski
Score (nominal)30
ScoreMinisterial score = 25.0, 23-04-2018, ArticleFromJournal
Ministerial score (2013-2016) = 30.0, 23-04-2018, ArticleFromJournal
Publication indicators WoS Impact Factor: 2016 = 2.451 (2) - 2016=2.891 (5)
Citation count*0
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
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