Tourism for All and Performance: An Analysis of Accessibility Management in Hotels

Arturo Calvo-Mora (), Antonio Navarro-García () and Rafael Periañez-Cristóbal ()
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Arturo Calvo-Mora: Universidad de Sevilla
Antonio Navarro-García: Universidad de Sevilla
Rafael Periañez-Cristóbal: Universidad de Sevilla

Chapter Chapter 7 in Achieving Competitive Advantage through Quality Management, 2015, pp 111-132 from Springer

Abstract: Abstract Tourism is a first-order social commodity which must be within the reach of all citizens, irrespective of their personal, social, and economic circumstances. In this sense, the accessibility of tourist installations and services helps to guarantee the right of all people to enjoy leisure (Tourism for all). Furthermore, accessibility is a characteristic of a tourist product’s quality which is increasingly more valued by customers. This is why there is a growing interest in accessibility management and understanding its impact on the improvement of the performance and image of tourist organizations. In our work we analyze the key aspects of accessibility management in a sample of hotel establishments, as well as the perception of their managers concerning the benefits of this management. The results show the strong commitment of hotel managers toward accessibility (leadership and strategy), although deficiencies are observed in aspects related to staff training and the involvement of the firm in the networks, forums, and associations which try to strengthen tourism for all. Finally, hotel managers are aware that the bettering of accessibility is a differentiation factor and improves the external image of their hotels. This can have positive economic repercussions for the business in the medium and long term.

Keywords: Disable People; Tourist Sector; Universal Design; Royal Decree; Tourist Product (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-17251-4_7

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DOI: 10.1007/978-3-319-17251-4_7

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