Towards an accessible hotel: a case study of Scandic

Paulina Bohdanowicz-Godfrey, Piotr Zientara and Monika Bąk

Current Issues in Tourism, 2019, vol. 22, issue 10, 1133-1137

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.

Date: 2019
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DOI: 10.1080/13683500.2018.1449191

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