Hospitality co-creation with mobility-impaired people

Pearl M.C. Lin, Kang Lin Peng, Lianping Ren, Chong Wei Lin

Research output: Journal article publicationJournal articleAcademic researchpeer-review

4 Citations (Scopus)

Abstract

This study aims to analyze and construct the hospitality value co-creation system of dining services for mobility-impaired persons (MIPs) by using a specific technological platform in small and medium restaurants (SMRs). The hospitality industry should take action to provide improved services to MIPs. The service-dominant logic, the methodology of service experience engineering, and research approaches in ethnography, content analysis, action research, and service design were applied to implement a hospitality co-creation service system. The result is shown in quality function deployment (QFD). The Friendly Restaurant app was developed by a social enterprise working with MIPs and SMR operators to improve the dining experience of MIPs in SMRs guided by QFD. This app comes from the hospitality co-creation system to offer a list of barrier-free restaurants, menu design, information on accessible facilities, and taxi services for various types of MIPs.

Original languageEnglish
Pages (from-to)492-503
Number of pages12
JournalInternational Journal of Hospitality Management
Volume77
DOIs
Publication statusPublished - Jan 2019

Keywords

  • Application (app)
  • Mobility-impaired persons
  • Small and medium restaurants
  • Social entrepreneur
  • Value co-creation

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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