Restaurant inclusivity: Parents’ and children's perspectives

Abstract

As commercial spaces, restaurants should assure inclusivity for parents and children. This study examined the restaurant servicescape within diversity, equity, inclusion, and accessibility, focusing on children and their parents. Accordingly, we identified inclusivity criteria for restaurants containing six categories of physical and managerial aspects: facility features, layout, ambiance, product and service quality, health and safety, and meaningful activities. We explored parents' and children's perceptions and priorities regarding restaurant inclusivity. Utilizing a mixed-method approach, we gathered data through online surveys (40 parents), video-conferencing interviews (67 children), and children's self-expressions through a visual storytelling tool. Results reveal differences in parent-child perceptions and offer insight into their perspectives, highlighting meaningful activities encouraging socialization and play for children. This study incorporates family inclusion in restaurants by offering an inclusive methodology and a multi-dimensional servicescape framework that can be used in design, hospitality, and management studies, providing design implications considering children's perspectives alongside parents.