Purpose: Despite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number of acknowledged barriers (e.g., cultural, architectural, relational), the main issue is the lack of coordination among the many actors participating in the co-creation of tourism experiences. This paper intends to advance available knowledge on this issue by conceptually suggesting a solution that draws on the concepts of the tourism experience and digital ecosystems. Design/methodology/approach: This paper is developed as a conceptual contribution, drawing also on an illustrative example that considers a tourist with mobility disability as the focal actor. Findings: The results indicate that a digital ecosystem could contribute to making tourism locations more accessible by enabling information sharing and coordination among all actors that co-create the tourism experiences. Moreover, the analysis underlines that tourism locations should be designed to be usable by all people, drawing on the principles of the universal design. Limitations/Implications: The paper describes a path to fostering accessible tourism, drawing on local authorities, particularly municipalities and universities. The suggested solution would benefit from future empirical analyses to assess its strengths and weaknesses. Originality/value: By drawing on the concept of digital ecosystems, this paper is among the first studies to suggest a path to making tourism locations more accessible to all tourists (with or without disabilities) based on technology.

Finding a way towards high-quality, accessible tourism: the role of digital ecosystems

Fabio Cassia;Paola Castellani;Chiara Rossato;Claudio Baccarani
2021-01-01

Abstract

Purpose: Despite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number of acknowledged barriers (e.g., cultural, architectural, relational), the main issue is the lack of coordination among the many actors participating in the co-creation of tourism experiences. This paper intends to advance available knowledge on this issue by conceptually suggesting a solution that draws on the concepts of the tourism experience and digital ecosystems. Design/methodology/approach: This paper is developed as a conceptual contribution, drawing also on an illustrative example that considers a tourist with mobility disability as the focal actor. Findings: The results indicate that a digital ecosystem could contribute to making tourism locations more accessible by enabling information sharing and coordination among all actors that co-create the tourism experiences. Moreover, the analysis underlines that tourism locations should be designed to be usable by all people, drawing on the principles of the universal design. Limitations/Implications: The paper describes a path to fostering accessible tourism, drawing on local authorities, particularly municipalities and universities. The suggested solution would benefit from future empirical analyses to assess its strengths and weaknesses. Originality/value: By drawing on the concept of digital ecosystems, this paper is among the first studies to suggest a path to making tourism locations more accessible to all tourists (with or without disabilities) based on technology.
2021
Accessible tourism, perceived quality, service ecosystems, digital ecosystems
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11562/1026441
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