C2C co-creation of inclusive tourism experiences for customers with disability in a shared heritage context experience

Chiscano, Mónica Cerdán; Darcy, Simon

doi:10.1080/13683500.2020.1863923

Cited by 15 publications

(7 citation statements)

References 55 publications

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“…These attributes are also corroborated in the result derived from this research such as facilities (bed, plugs, toilets, bunk) and architecture (building and hotel) typify the physical environment. Co-creation has also been found to be critical in extant service-oriented literature in the service industry (Cerdan Chiscano and Darcy, 2021). This has been seen to be evidenced in the result obtained from the analysis that co-creation has been established to be an essential emotional trigger in the customer co-creation experience.…”

Section: Resultsmentioning

confidence: 99%

Customer experience management in capsule hotels: a content analysis of guest online review

Olorunsola

Saydam²,

Lasisi³

et al. 2023

JHTI

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PurposeCapsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.Design/methodology/approachThis study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.FindingsThe analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.Practical implicationsThis research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.Originality/valueThis research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.

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Section: Resultsmentioning

confidence: 99%

Customer experience management in capsule hotels: a content analysis of guest online review

Olorunsola

Saydam²,

Lasisi³

et al. 2023

JHTI

View full text Add to dashboard Cite

show abstract

“…Organisational practice must focus on social interaction within a disability environment. Social value creation is critical, emphasising understanding how EWDs cocreate value in an environment shared with others and how the organisations can facilitate inclusive experiences (Cerdan Chiscano and Darcy, 2021). Stereotypes that hamper the growth of interactions can be addressed when EWDs engage with co-workers (Hui et al, 2021).…”

Section: Social Integration In Disability Employmentmentioning

confidence: 99%

The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agenda

Jamin,

Gbadamosi,

Stoyanova-Bozhkova

2024

IJCHM

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Purpose This paper reviews the literature on disability inclusion (DI) in supply and demand chains of hospitality and tourism (H&T) organisations. The purpose of this study is to assess disability support and interventions within H&T organisations. Through the assessment, we identified gaps to recommend H&T scholars’ and practitioners’ knowledge of DI from new perspectives. Design/methodology/approach An integrative review was conducted to examine the published evidence on DI in H&T organisations. This study used high-ranking H&T journals from the Scopus and Web of Science databases between 2001 and 2023. In total, 101 empirical papers met the criteria for the review analysis. Findings DI focuses heavily on customer disabilities, with scant research on DI in H&T employment. The review emphasises the critical need for empirical research into the varied disability employment ecosystem within H&T organisations, focusing on social integration for inclusive workplaces. Originality/value This study contributes to the H&T literature, which previously overlooked the disability context in diversity. The research offers strategies for creating inclusive environments in the H&T industry for disabled consumers and producers.

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“…Physical presence and embodiment hold different meanings for different customer segments. Heritage and cultural sites can provide value in shared social interactions for customers with disabilities (Cerdan Chiscano and Darcy, 2021), but physical contexts can also provide barriers which exclude customers from accessing services (Dodds and Palakshappa, 2022). Studies also show differences in customer preferences for physical closeness since the COVID-19 pandemic (Otterbring, 2022) and the importance of considering consumption-related proxemics for customer experiences in service settings.…”

Section: Rationale For Exploring the Effect Of The Physical Context O...mentioning

confidence: 99%

Guest Editorial: Investigating the effect of the physical context on customer experience

Bruce

Krolikowska

Rooney

2023

JSM

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Purpose This editorial introduces a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This study aims to identify diverse areas of extant knowledge, upon which researchers might draw when investigating the effect of the physical context on customer experience, to inform future research agendas. Design/methodology/approach Drawing on available literature, the authors argue that, as prior studies in diverse scholarly fields have explored the physical context, these bodies of knowledge may offer theories and constructs that meaningfully inform explorations of the effect of the physical context on customer experience. Findings The authors identify five marketing subdisciplines and six nonmarketing disciplines, each offering theories, constructs and perspectives which researchers might draw upon in future studies of the effects of the physical context on customer experience. Originality/value The authors develop a novel map which depicts the field of study of the effects of the physical context on customer experience, which scholars might use to inform future research design. In addition, the authors suggest several directions for future research.

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C2C co-creation of inclusive tourism experiences for customers with disability in a shared heritage context experience

Cited by 15 publications

References 55 publications

Customer experience management in capsule hotels: a content analysis of guest online review

Customer experience management in capsule hotels: a content analysis of guest online review

The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agenda

Guest Editorial: Investigating the effect of the physical context on customer experience

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