Towards an accessible hotel: a case study of Scandic

Paulina Bohdanowicz-Godfrey , Piotr Zientara , Monika Bąk


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.
Author Paulina Bohdanowicz-Godfrey
Paulina Bohdanowicz-Godfrey,,
, Piotr Zientara (FE / IIB)
Piotr Zientara,,
- Institute of International Business
, Monika Bąk (FE / ChTE)
Monika Bąk,,
- Deparment of Transport Economics
Journal seriesCurrent Issues in Tourism, ISSN 1368-3500, (A 25 pkt)
Issue year2019
Publication size in sheets0.5
Keywords in Englishaccessible hotel, CSR, Scandic, case study, elderly and disabled guests
ASJC Classification1409 Tourism, Leisure and Hospitality Management; 3305 Geography, Planning and Development
Languageen angielski
Score (nominal)25
ScoreMinisterial score = 25.0, 24-07-2019, ArticleFromJournal
Publication indicators WoS Citations = 0; Scopus SNIP (Source Normalised Impact per Paper): 2017 = 1.742; WoS Impact Factor: 2017 = 3.462 (2) - 2017=3.516 (5)
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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.