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 language | English |
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Pages (from-to) | 492-503 |
Number of pages | 12 |
Journal | International Journal of Hospitality Management |
Volume | 77 |
DOIs | |
Publication status | Published - 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