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The voice of tourists with disabilit...

Kim, Song Ee.

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The voice of tourists with disabilities: Insights from third party complaint websites.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The voice of tourists with disabilities: Insights from third party complaint websites./
作者:	Kim, Song Ee.
面頁冊數:	118 p.
附註:	Source: Masters Abstracts International, Volume: 48-01, page: 0197.
Contained By:	Masters Abstracts International48-01.
標題:	Business Administration, Marketing. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1469681
ISBN:	9781109396782

The voice of tourists with disabilities: Insights from third party complaint websites.
Kim, Song Ee.

The voice of tourists with disabilities: Insights from third party complaint websites. - 118 p.

Source: Masters Abstracts International, Volume: 48-01, page: 0197.

Thesis (M.S.)--Purdue University, 2008.

This present study aims to focus on travelers with disabilities through the presentation of service failure and recovery employed by hospitality and tourism firms. The extensive literature review indicated the lack of, but need for, a better understanding of this unexplored segment. This study analyzed the service failures in the market of disabled travelers based on the three dimensions developed by Bitner, Booms and Tetreault (1990) and reviewed the types of recovery received by them, using general classifications such as types of disabilities, industry sectors, travel party, complaint channels, and response channel. Qualitative data were collected and analyzed utilizing a Critical Incident Technique, and 316 service failure incidents from online third party complaint and review websites were identified. Differences in industry sector, complaint setting, types of disabilities and types of recovery received were investigated through comparison of service failure themes within the three dimensions using correspondence analysis. The critical service failure incidents of disabled travelers were divided into service delivery failure, unfulfilled special needs and requests and unsolicited employee actions.

ISBN: 9781109396782Subjects--Topical Terms:

1017573
Business Administration, Marketing.

The voice of tourists with disabilities: Insights from third party complaint websites.
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520 $a This present study aims to focus on travelers with disabilities through the presentation of service failure and recovery employed by hospitality and tourism firms. The extensive literature review indicated the lack of, but need for, a better understanding of this unexplored segment. This study analyzed the service failures in the market of disabled travelers based on the three dimensions developed by Bitner, Booms and Tetreault (1990) and reviewed the types of recovery received by them, using general classifications such as types of disabilities, industry sectors, travel party, complaint channels, and response channel. Qualitative data were collected and analyzed utilizing a Critical Incident Technique, and 316 service failure incidents from online third party complaint and review websites were identified. Differences in industry sector, complaint setting, types of disabilities and types of recovery received were investigated through comparison of service failure themes within the three dimensions using correspondence analysis. The critical service failure incidents of disabled travelers were divided into service delivery failure, unfulfilled special needs and requests and unsolicited employee actions.
520 $a Service failures made by a service delivery system constituted the highest complaint frequency, and those caused by unfulfilled special needs and requests had the lowest proportion of identified complaints. Significant differences were found among three dimensions, including industry sectors, complaint settings and types of recovery received by disabled travelers. This study is theoretically and managerially meaningful to the hospitality and tourism industry, since this study serves as an exploratory step to understand the quality of service provided for individuals with disabilities. Insights related to travel services and products for the disabled will enable industry practitioners to cater to the needs and desires of this market segment, thus linking industry practices with disabled travelers' preferences and resulting in higher satisfaction and retention. Limitations, recommendations and implications for future research directions are also discussed.
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