Service inclusion for tourists with disabilities: scale development and validation

Abstract

Purpose The purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service research serves as the basis for the conceptualization and dimensionality. Design/methodology/approach To develop and purify the items as well as develop dimensions, standard scale development procedures were applied. Two studies were undertaken. In Study 1, the factorial structure of the service inclusion was constructed and confirmed using exploratory and confirmatory factor analysis. In Study 2, the field study was conducted to validate the scale. Findings The study developed a new scale for measuring service inclusion. The results show that service inclusion is a higher-order construct with four dimensions, namely, enabling opportunity, offering choice, relieving suffering and fostering happiness. Furthermore, service inclusion has a significant effect on tourists’ well-being perception, which results in more favorable behavioral responses. The newly constructed scale is declared as valid and reliable by the study that examined it for nomological validity by examining the relationship between service inclusion and tourists’ perceptions of their well-being. Originality/value To the best of the authors’ knowledge, this study is the first to develop measurement scale for service inclusion in the tourism and hospitality industry. The scale is proven as reliable and valid and is well suitable for measuring service inclusion for tourists with physical disabilities. It has potential to use for other relevant service contexts.

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“…These contributions were judged based on conceptual contributions to CwD/PwD service design, theoretical breakthroughs in the discipline and empirical work to better understand the domains. Two articles by Beatson et al (2020) and Awan et al (2022) discuss CwD services. This was because the focus was on CwD perceptions, attitudes, independence behaviors and service inclusion scale development.…”

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“…Awan et al (2022) develop and empirically test a scale for service inclusion for tourists with disabilities. Using the four dimensions of service inclusion developed, the authors use scale development techniques to generate and purify measurement scale items.…”

“…Finally, as data-driven decision-making becomes more prominent in financial services, this paper is of practical importance because it signifies algorithmic injustice, a form of statistical discrimination that can still create service exclusion. Awan et al (2022) develop and empirically test a scale for service inclusion for tourists with disabilities. Using the four dimensions of service inclusion developed, the authors use scale development techniques to generate and purify measurement scale items.…”