EXPRESS: Travelers with disabilities: How online information search reduces uncertainty about service accessibility in hospitality and tourism

Hyekyung Park, Eunhye (Olivia) Park, Rui Augusto Costa, Minwoo Lee
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Abstract

Despite the significant number of travelers with disabilities and their substantial contribution to the tourism and hospitality industry, there has been a lack of research exploring the necessary services required by travelers with disabilities during their travels. Therefore, this study aims to identify accessibility issues encountered by travelers with disabilities during their travels and to examine the impact of these issues on their behavior in reducing uncertainty within the online travel community. To achieve the research objectives, the present study performed an integrated approach that combines text analytics and robust regression analysis. The findings of this study provide guidelines for tourism and hospitality management to reduce the perceived uncertainty experienced by travelers with disabilities, thereby promoting the accessibility of tourism and hospitality services.
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快讯残疾旅客:在线信息搜索如何减少酒店和旅游业服务无障碍方面的不确定性
尽管残疾旅行者人数众多,而且他们对旅游业和酒店业做出了巨大贡献,但一直缺乏对残疾旅行者在旅行期间所需的必要服务进行探讨的研究。因此,本研究旨在确定残疾旅行者在旅行中遇到的无障碍问题,并研究这些问题对他们在在线旅行社区中减少不确定性的行为的影响。为实现研究目标,本研究采用了文本分析和稳健回归分析相结合的综合方法。本研究的结果为旅游和酒店管理部门提供了指导,以减少残疾旅行者感知到的不确定性,从而促进旅游和酒店服务的无障碍性。
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