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- W2248010006 abstract "The effect of service encounters on customer satisfaction in high-contact services is gaining recognition among academics and practitioners alike. In this exploratory study, we propose a quantitative framework: discrete choice modelling with stated preferences, to gain insights into a specific service encounter, namely, that between able-bodied and disabled hotel guests. While some studies have focused on the service experience of disabled visitors in a tourism and leisure settings, the experience of able-bodied visitors sharing a service environment with disabled visitors has been overlooked. Such research is warranted if increased satisfaction of all participants to be achieve, ultimately resulting with realization of the under exploited economic potential of disabled tourism. We demonstrate that one quarter of the respondents are willing to share the service space with visibly disabled guests and identify their characteristics. Implications and recommendations for policy makers and hotel managers are presented, as are suggestions for future research." @default.
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- W2248010006 date "2014-07-17" @default.
- W2248010006 modified "2023-09-23" @default.
- W2248010006 title "Not on My Vacation? Service Encounters between Able-Bodied and Disabled Hotel Guests" @default.
- W2248010006 hasPublicationYear "2014" @default.
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