Compliance of Zimbabwean Hotels in the Provision of Innovative Facilities for Guests with Disabilities

Marvellous Mangwiro, Nelson Zengeni, Kumbirai Mirimi, Gwerena Chamunorwa

Abstract


Purpose: In Zimbabwe, people with disabilities have limited options when looking for hotel accommodation as hotels often lack facilities that cater to their specific needs. This study sought to explore the perceptions of people with disabilities on the compliance of Zimbabwean hotels in the provision of innovative facilities for guests with disabilities.

Methods: Data was collected by administering a semi-structured interview guide to 55 respondents. Thematic analysis of the data was carried out.

Results: The findings indicate that hotels are not compliant in terms of providing innovative facilities for guests with disabilities. Accessibility of facilities emerged as the most important consideration for guests with disabilities.

Conclusion: It is recommended that hotels be more innovative and upgrade their facilities so that they are accessible to people with disabilities. This would not only enhance their guests’ hotel experience, but would also expand the hotels’ customer base to include this clientele.


Keywords


Disability; people with disabilities; innovation; innovative facilities; hotel experience

Full Text:

PDF

References


Baş M (2016). Common constraints of tourism market segments: Examples of senior tourism and disabled tourism. International Conference on Tourism Dynamics and Trends; 4th – 7th May 2016. Antalya – Turkey: 54-72. PMid:26985160

Braun V, Clarke V (2006). Using thematic analysis in psychology. Quantitative Research in Psychology; 3(2): 77-101. https://doi.org/10.1191/1478088706qp063oa

Burnett JJ, Bender-Baker H (2001). Assessing the travel–related behaviours of the mobility–disabled consumer. Journal of Travel Research; 40: 4-11. https://doi.org/10.1177/004728750104000102

Chen RJC (2005). Uses of hospitality and leisure services: Voices of visitors with disabilities. Advances in Hospitality and Leisure; 1: 89-102. https://doi.org/10.1016/S1745-3542(04)01006-9

Chen RJC (2013). Beyond management and sustainability: Visitor experiences of physical accessibility in the Great Smoky Mountains National Park. USA. Journal of Management and Sustainability; 3(2): 146-154. https://doi.org/10.5539/jms.v3n2p145. https://doi.org/10.5539/jms.v3n3p37

Chikuta O (2014). The development of a universal accessibility framework for national parks in South Africa and Zimbabwe. DHIL Thesis. North West University; South Africa.

Chikuta O (2015). Is there room in the Inn? Towards incorporating people with disability in tourism planning. Review of Disability Studies: An International Journal; 11(3): 1-17.

Choruma T (2007). The forgotten tribe: People with disabilities in Zimbabwe. Progression: London.

Darcy S (2002). Marginalised participation: Physical disability, high support needs and tourism. Journal of Hospitality and Tourism Management; 9(1): 61-72.

Darcy S, Cameron B, Pegg S (2011). Developing a business case for accessible tourism. in Buhalis D, Darcy S. (Eds). Accessible Tourism: Concepts and Issues. Channel View Publications Ltd. Bristol: 241-59.

Dwyer L, Darcy S (2008). Economic contribution of disability to tourism in Australia.

Edusei AK, Mensah SA, Badu E, Opoku MP (2015). Accessibility and participation of persons with disabilities in tourism: Perspective of tourism workers in the Ashanti region of Ghana. Disability, CBR and Inclusive Development; 26(3): 97-110. https://doi.org/10.5463/dcid.v26i3.431

Erickson W, Lee C, von Schrader S (2016). 2015 Disability status report: United States. Ithaca. NY: Cornell University Yang Tan Institute on Employment and Disability (YTI).

Freeman I, Selmi N (2009). French versus Canadian tourism: Response to the disabled. Journal of Travel Research; 49(4): 471-485. https://doi.org/10.1177/0047287509349268

Gaunt LP, (2012). Accessible events: A guide for meeting and event organisers: Meetings and Events Australia.

Government of Zimbabwe (2007). Disabled Persons Act 1992. Act of Parliament, Harare.

Government of Zimbabwe (2013). Living conditions among persons with disabilities: Key report findings. Ministry of Health and Child Care, Harare.

Grady J, Ohlin JB (2009). Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry. International Journal of Hospitality Management; 28(1): 161-169. https://doi.org/10.1016/j.ijhm.2008.06.013

Graham TL, Roberts DJ (2000). Qualitative overview of some important factors affecting the egress of people in hotel fires. International Journal of Hospitality Management; 19: 79-8 https://doi.org/10.1016/S0278-4319(99)00049-3

Guvamombe I (2015). Quality management in tourism and hospitality: an exploratory study among tourism stakeholders. International Journal of Economic Practices and Theories; 2: 1-20.

Gyuracz-Nemeth P, Friedrich N, Clarke A (2013). Innovation in special hotels - As a key to success. Management knowledge and learning international Conference;19-21 June 2013. Zadar. Croatia: 643-654.

Hussien FM, Jones E (2016). The requirements of disabled customers: A study of British customers in Egyptian hotels. Journal of Tourism Management Research; 3(2): 56-73. https://doi.org/10.18488/journal.31/2016.3.2/31.2.56.73

Intarapasa B, Thongpa T (2012). Innovation service design in tourism and hospitality operations. http://www.ijbts-journal.com/images/main_1366796758/0058-Budsakayt.pdf.

Israeli AA (2002). A Preliminary Investigation of the Importance of Site Accessibility Factors for Disabled Tourists. Journal of Travel Research; 41: 101-104. https://doi.org/10.1177/004728750204100114

Jiyane GV, Ocholla DN, Mostert BJ, Majanja MK (2012). Contribution of informal sector women entrepreneurs to the tourism industry in eThekwini Metropolitan Municipality. KwaZulu-Natal: Barriers and issues. African Journal for Physical Activity and Health Sciences; 18(4)

Kapiki ST (2012). Quality management in tourism and hospitality: an exploratory study among tourism stakeholders. International Journal of Economic Practices and Theories; 2(2).

Legacy for Disabled People (2012). Inclusive and accessible business improving messages to SMEs: The case for the disabled customer. Victoria Street. London. Crown copyright.

Martinez-Ros E, Labeaga JM (2009). Product and process innovation: Persistence and complimentaries. European Management Review; 6: 64-75. https://doi.org/10.1057/emr.2009.4

Martínez-Ros E, Orfila-Sintes F (2009). Innovation activity in the hotel industry. Technovation; 29(9): 632-641. https://doi.org/10.1016/j.technovation.2009.02.004

Miller G, Kirk D (2002). The role of UK charities and the tourism industry. Tourism Management.

Morris S, Kazi S (2016). Planning an accessible expo 2020 within Dubai's 5-star hotel industry from legal and ethical perspectives. Journal of Tourism Futures; 2(1): 88-94. https://doi.org/10.1108/JTF-04-2015-0020

Mugumbate J (2014). Disability in Zimbabwe under the New Constitution: Demands and Gains of People with Disabilities. https://www.academia.edu/7762774/.

Navarro S, Garzón D, Roig-Tierno N (2015). Co-creation in hotel – disabled customer interactions. Journal of Business Research; 68: 1630–1634. https://doi.org/10.1016/j.jbusres.2015.02.007

Northwest ADA Centre (2014). Accessibility for people with disabilities at hotels and places of lodgings [Online]. Available from: nwadacenter.org/sites/adanw/files/files/Lodging_PDF.pdf [Accessed on 1 June 2016].

O'Neill M, Ali Knight J (2000). Disability tourism dollars in Western Australia hotels.

Ottenbacher M (2008). Innovation management, Handbook of hospitality operations and IT. Elsevier Ltd: Oxford. https://doi.org/10.1016/B978-0-7506-8753-9.50018-4

Pagan R (2012). Time allocation in tourism for people with disabilities. Annals of tourism research; 39(3): 1514-1537. https://doi.org/10.1016/j.annals.2012.04.005

Poria Y, Arie R, Yael B (2011). Dimensions of hotel experience of people with disabilities: an exploratory study. International Journal of Contemporary Hospitality Management; 23(5): 571-591. https://doi.org/10.1108/09596111111143340

Ratzka A (2007).Independent Living for people with disabilities: from patient to citizen and customer. GLADNET Collection. Paper 424.

Shakespeare T (2000). Help. Birmingham: Venture Press.

Turco DM, Stumbo N, Garncarz J (1998). Tourism constraints: People with disabilities. Parks and Recreation Journal; 33: 78-85.

Ugurlu K, Aksut A (2016). Accessible tourism practices: The sample study of 4- and 5-Star Hotels in İstanbul. International Conference on Tourism Dynamics and Trends; 4th – 7th May 2016: Antalya – Turkey.

United Nations Convention on the Rights of Persons with Disabilities (December 13, 2006).

Upchurch RS, Seo JW (1996). Civic responsibility and market positioning: complying with the Americans with Disabilities Act Facilities.

Vila TD, Darcy S, Gonz EA (2015). Competing for the disability tourism market: A comparative exploration of the factors of accessible tourism competitiveness in Spain and Australia. Tourism Management; 47: 261-272. https://doi.org/10.1016/j.tourman.2014.10.008

World Health Organisation (2011). World report on disability [Online]. www.who.int/disabilities/world_report/2011/report/en/ [Accessed on 5 June 2016].

Yau MK, McKercher B, Packer TL (2004). Travelling with a disability: More than an Access Issue. Annals of tourism research; 31(4): 946-960. https://doi.org/10.1016/j.annals.2004.03.007




DOI: https://doi.org/10.5463/dcid.v29i3.780



Copyright (c) 2019 Marvellous Mangwiro, Nelson Zengeni, Kumbirai Mirimi, Gwerena Chamunorwa

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Supported by:

netherlandsleprosyrelief_logo_rgb_-_new_logo_2014_120CBMlightfortheworld_logo_rgb_-_new_logo_2014_120     

© Disability, CBR & Inclusive Development