Not just "are you being served?" But being served by who? Consumer Hospitality Research Examines the Link Between Hospitality Purchase Intention and Service Staff with Disabilities

As Photo 1 demonstrates, lot can be read into service encounters whether they be people with disability as consumers or as employees serving others. The servicescape's physical and sensory dimensions create enabling or disabling environments for consumers and employees alike. The servicescape may dominate a person's experience or be overcome by well-trained staff who welcome people with disability and seek solutions to environmental barriers. However, what are consumer reactions to being served by people with disability?

This study out of the USA explored several types of interactions in restaurants between customers and service staff with and without disabilities. The findings were relatively surprising and led to the conclusion that service staff with disabilities should be employed in restaurants that target families rather than business or romantic clientele. As this study suggests, it is not just whether you "are you being served?" but some groups of consumers may have a negative disposition towards people with disability in a service context.

Photo 1: Service Encounters ©PhotoAbility 2014é

Copyright © Emerald Group Publishing Limited. All rights reserved.

Consumers' perspectives on service staff with disabilities in the hospitality industry

Pei-Jou Kuo

Valentini Kalargyrou

Abstract

Purpose – This exploratory study aims to investigate consumers' perceptions, attitudes, and purchase intention for restaurants that employ a significant amount of service staff with disabilities. The influences of consumers' characteristics and dining occasions on purchase intention were also examined.

Design/methodology/approach – The authors employed a single-factor (dining occasion) experimental design. A convenient sample was used and a total of 192 consumers participated in this study.

Findings – Consumers demonstrated a moderately positive purchase intention for a restaurant that employs a significant amount of service staff with disabilities; however, the purchase intention varied by dining occasions. The likelihood of choosing this type of restaurant was higher in a family/friends occasion than in business or romantic occasions.

Research limitations/implications – This study employed a convenient sample and the findings might be limited to the casual dining restaurant context. Future research should examine the relationship between purchase intention and perceived social responsibility, restaurant image, or specific disabilities.

Practical implications – This study suggests that hiring a significant amount of service staff with disabilities might be a better strategy for restaurants that target family/friends gatherings. Meanwhile, managers need to be more strategic when they assign employees with disabilities to serve guests who are in a business or romantic dining situation.

Originality/value – This is the first study that empirically investigates consumers' perspectives on restaurant service staff with disabilities in the USA.

Keywords: Dinning occasion, Hospitality industry, People with disabilities, Purchase intention, Restaurant, Service staff

Full reference:

Kuo, P.-J. & Kalargyrou, V.,2014, 'Consumers' perspectives on service staff with disabilities in the hospitalityindustry', International Journal of Contemporary Hospitality Management, vol.26, no. 2, pp. 164-182.

http://dx.doi.org/10.1108/IJCHM-01-2013-0022    

United States Transport Security Administration Assistance for People with Disability

Following on from a previous blog discussion on Air Travel and Disability that outlined the European Union initiatives on customer service for travellers with disabilities in airports, we find a similar initiative in the US. The US Transport Security Administration (TSA) has recently announced enhancements to its support for travellers with disability and those with medical conditions. The program is an extension of their TSA Cares Program, as shown in the Photo 1, provides a dedicated number for travellers with disability or medical conditions to improve customer service provision across US airports and airlines. However, the new initiatives go a lot further than this and include "Passengers with special circumstances may include travelers with disabilities or medical conditions, Wounded Warriors, passengers who wear specific religious clothing or head coverings and passengers struggling with understanding checkpoint procedures" (TSA, 2013). The separate program recognising Wounded Warriors expedites veterans with disability and medical conditions through the travel process (TSA, 2013).

Photo 1: TSA Cares graphic (Source: http://www.tsa.gov/ 2013)

Information released from TSA on 6 March 2013 about the Passenger Support Specialists Program (PSS) included (TSA, 2013):

• "Passenger Support Specialists are Transportation Security Officers, Lead TSOs and Supervisors who, in addition to their regular checkpoint duties, have volunteered to take on the collateral responsibility of assisting passengers who may be in need of assistance.
• A traveler who needs assistance or is concerned about his or her screening can ask a checkpoint officer or supervisor for a Passenger Support Specialist at the respective checkpoint. Or, if TSA personnel recognize someone is having difficulty, a PSS could be called to ask whether assistance is needed.
• TSA still encourages travelers with disabilities and medical conditions to contact TSA Cares before they fly. At some airports, Passenger Support Specialists will also complement the TSA Cares program.
• In the course of assisting a passenger, the PSS will adhere to all of TSA's Standard Operating Procedures (SOPs). While customer service will be emphasized, security is our primary mission and will not be compromised.
• While all Transportation Security Officers receive training on how to screen individuals with disabilities and medical conditions, PSSs receive enhanced training directly from subject matter experts in the field of disability and from individuals with disabilities themselves.
• PSSs receive approximately four hours of additional training, including two hours from the TSA Disability Branch, focused specifically on travelers with disabilities and medical conditions. This training includes additional instruction on civil rights for individuals with disabilities and medical conditions, and strategies for providing assistance with dignity and respect.
• Members of TSA's disability coalition helped to develop, and participated in, the training of our PSS volunteers to ensure that our specialists are learning directly from the community they will be assisting.
• TSA is committed to having a Passenger Support Specialist available during all screening checkpoint operating hours. If a traveler believes he or she may need to request the assistance of a Passenger Support Specialist, he or she is encouraged to arrive at the airport early and immediately ask an officer or a supervisor for a PSS". 

The European Union and the US have taken the lead on such initiatives and we can only hope that Australasian, Asian, African, Latin American and other nations can also be so strategic in their approaches to supporting people with disability and those with medical conditions when travelling. It is this type of customer service initiative that will start to breach the significant gap between the experiences of people with disability and the general public in not only transportation related matters but across accessible tourism experiences. These initiatives are what are required by the tourism industry more generally to address the requirements of the United Nations' (2006; 2008) Convention on the Rights of Persons with Disabilities Articles 9 and 30, which specifically identified transport and tourism*. 

Note *: see previous post on the UN Convention on the Rights of Persons with Disabilities.

References

Transportation Security Administration. (2013). About transportation security administration  Retrieved 29 March, 2013, from http://www.tsa.gov/about-tsa 

United Nations. (2006). Convention on the rights of persons with disabilities. New York http://www.un.org/esa/socdev/enable/rights/convtexte.htm: United Nations General Assembly A/61/611 - 6 December 2006.

United Nations. (2008, 3 May). Landmark un treaty on rights of persons with disabilities enters into force  Retrieved 12 May, 2008, from http://www.un.org/apps/news/story.asp?NewsID=26554&Cr=disab&Cr1=

New Published Research from US on Motivations of people with acquired mobility disability to travel

Surprisingly few studies have examined the motivations of people with disability to travel. The Shi, Cole and Chancellor (2012) newly published article applies Crompton’s (1979) push pull model of travel motivations to examine people with acquired mobility disability’s motivation to travel. The qualitative study undertook two focus groups at the 13th Congress of The Society for Accessible Travel and Hospitality in 2009. Transcripts of the focus groups were analysed based on Crompton's model. The results identified nine push factors with five being consistent with Crompton (1979):  escape from a perceived mundane environment; exploration and evaluation of self; relaxation; enhancement of relationship with family and friends; and facilitation of social interaction. However, four other factors are unique to people with acquired mobility disabilities: independence; the desire of being in a natural environment; adventure/risk; and do it today. With respect to Crompton (1979) pull factors, novelty and education were consistent with previous work but not surprisingly the accessibility of the destination was a dominant factor. This study suggests that a broader study examining motivations of people across the spectrum of disabilities and support needs would add a level of sophistication to what is currently known about motivations to travel for this group.

Photo 1 shows two gnarly South African surfers who just happen to have disabilities. They espouse a series of motivations identified in this study - independence, desire of being a natural environment, adventure/risk and do it today. However, they haven’t waited for perfect access to a beach for wheelchair users and have instead used "Quad bikes" to assist their quest for the perfect wave. Go for it boys!

Photo 1: Dries Millard and Glenn Ward Paraplegic body boarders trekked from Saldanha to Cape Town and had many adventures along the way - photo with permission http://www.saldanhatocapetown.co.za/the-event/

Copyright © 2012 Elsevier Ltd All rights reserved.

Understanding leisure travel motivations of travelers with acquired mobility impairments

Lei Shi, Shu Cole, & H. Charles Chancellor

Department of Recreation, Park, and Tourism Studies, Indiana University, HPER 133, 1025 E 7th Street, Bloomington, IN 47405, USA

Abstract

The purpose of the study was to understand what motivated people with mobility impairments to travel frequently. Two focus groups were conducted and results were analyzed in light of Crompton’s (1979) push/pull conceptual framework exploring pleasure travel motivation...(shortened due to copyright restrictions).

Keywords: Mobility impairments; Motivation; Leisure travel

References

Crompton, J. L. (1979). Motivations for pleasure vacation. Annals of Tourism Research, 6(4), 408-424.

Shi, L., Cole, S., & Chancellor, H. C. (2012). Understanding leisure travel motivations of travelers with acquired mobility impairments. Tourism Management, 33(1), 228-231. doi: 10.1016/j.tourman.2011.02.007

The embodied tourist experiences of people with vision impairment: Management implications beyond the visual gaze

Adding to Richards, Prichard and Morgan's (2010) (re)envisioning of the tourist experience, Poria, Reichel & Brandt (2011) examination of 15 in-depth interviews of blind people’s experiences of air travel, hotels and restaurants, art museums and staff behaviour, comes a new study by Small, Darcy and Packer (2011). Building on Small & Darcy’s (2011) examination of embodiement, the study uses a combination of focus groups and in-depth interviews of 40 people with vision impairment to examine their embodied tourism experiences and what constitutes quality accessible tourism for the group. One of the interesting issues for people with vision impairments or who are Blind, are the extra structural constraints for those who travel with a guide dog. Photo 1 shows Wendy David enjoying the pleasures of Hawaii with her guide dog, which has quarantine implications depending upon the country travelling to, specific air travel requirements and a series of customer service attitudes that have included the exclusion of guide dogs from premises even though it contravenes disability discrimination legislation.  Central to Small, Darcy and Packer (2011) study is the examination of Urry’s concept of the "visual” gaze and how the visual has dominated our understanding of tourism. The abstract is provided.

Photo 1: Wendy David and guide dog enjoying the pleasures of Hawaii -  used with permission © Wendy David

Small, J., Darcy, S., & Packer, T. (2011). The embodied tourist experiences of people with vision impairment: Management implications beyond the visual gaze. Tourism Management, Corrected proof available online(10.1016/j.tourman.2011.09.015). doi: 10.1016/j.tourman.2011.09.015

Abstract

This paper reports the findings of a qualitative study that investigated the embodied tourist experiences of 40 people who are vision impaired. The study, informed by the concept of “embodied ontology”, explored the corporeal and socially constructed experience of tourism. The findings highlighted the benefit of holidays for the participants and de-centred the “visual gaze” in the tourist experience. The quality of the tourist experience related to participants’ feelings of inclusion or exclusion in terms of their access to information, experience of wayfinding, travelling with a guide dog, and the knowledge and attitudes of others. It was evident that participants needed to manage their tourist experiences closely and constantly. The paper concludes that the tourism industry and community must understand the multi-sensory nature of the tourist experience if quality accessible experiences are to be available for tourists with vision impairment. Provision of multi-sensory experiences also enhances the experiences of sighted tourists.

Highlights

►People with vision impairment have been omitted in the tourism research literature. ► The “visual gaze” constrains our understanding of the embodied nature of tourism. ► Structural constraints disable tourism environments, services and attitudes. ► The embodied nature of vision impairment requires spatial and sensory understanding. ► Experiences can be enhanced through tactility, aroma, movement and sound.

Keywords: Vision impairment; Blind; Sensory; Embodiment; Disability; Tourist experience; Management; Accessible tourism

References

Poria, Y., Reichel, A., & Brandt, Y. (2011). Blind People’s Tourism Experiences: An Exploratory Study. In D. Olis & S. Darcy (Eds.), Accessible Tourism: Concepts and Issues (pp. 149-159). Bristol, UK: Channel View Publications.

Richards, V., Pritchard, A., & Morgan, N. (2010). (Re)Envisioning tourism and visual impairment. Annals of Tourism Research, 37(4), 1097-1116. doi: DOI: 10.1016/j.annals.2010.04.011

Small, J., & Darcy, S. (2011). Understanding Tourist Experience Through Embodiment: The Contribution of Critical Tourism and Disability Studies. In D. Buhalis & S. Darcy (Eds.), Accessible Tourism: Concepts and Issues (pp. 72-96). Bristol, UK: Channel View Publications.

National Tourism Dialogue and Communiqué on Accessible Tourism

The National Information Communication Awareness Network for the arts, sport, recreation and tourism (a.k.a. NICAN) recently held a National Tourism Dialogue that brought together stakeholders with an interest in the area disability, access and inclusive or accessible tourism http://www.nican.com.au/news/communique-national-tourism-dialogue

The Dialogue was opened by Sen Jan McLucas the current Parliamentary Secretary for Disabilities and Carers where she issued a media release http://www.janmclucas.fahcsia.gov.au/mediareleases/2011/Pages/increase_access_tourism_20062011.aspx and the text of her opening speech http://www.janmclucas.com.au/index.php?option=com_content&view=article&id=87:nican-national-dialogue-on-tourism&catid=4:speeches&Itemid=17

The day adopted a participatory action research approach (Denzin & Lincoln, 2003; Goodley & Lawthom, 2005; Kitchin, 2000; Taylor, 1999) and a background paper on Setting a Research Agenda for Accessible Tourism (Darcy, 2006) was circulated as a starting point for the participants. Research can be a foundation for policy development and change particularly where industry groups demand a business case. Historically disability, access and accessible tourism have been challenged by industry groups as they do not believe that people with disability are a market segment or believe that they are a low yield group or that provision for accessible accommodation does not provide a reasonable return on investment (Australian Hotels Association & Tourism and Transport Forum, 2010). To counter these arguments, two presentations were incorporated within the agenda to provide a research base  from nationally collected government statistics,  and to challenge market myths and stereotypes (Dwyer & Darcy, 2011; Forrester, 2011). The afternoon was then devoted to a stakeholder brainstorming session aimed at coming to a group consensus for a call to action to action to improve the tourism opportunities for the group through leveraging industry engagement. Photo 1 is the group present at Parliament house with a number of other speakers joining by teleconference - Sheila King, Access for All Alliance Inc.,  Associate Prof Simon Darcy, UTS Business School.

Photo 1 - National Tourism Dialogue Group Photo plus others who joined by teleconference.

The agenda for the day was:

National Dialogue

Stakeholders in Disability Tourism 

Monday 20 June 2011

9:30am – 3:00pm

Parliament House, Canberra 

AGENDA

9:30     Welcome and introductions (Patron Annette Ellis)

a.     Apologies

b.     Brief introductions (all)

c.      Scene setting and purpose of forum (CEO NICAN Suzanne Bain-Doniohue/Marketing Manager NICAN Craig Wallace)

10:00  Formal opening and keynote

     Current directions in disability & the importance of access tourism

                Senator the Hon. Jan McLucas, Parliamentary Secretary for Disabilities and Carers

Morning tea [Group photograph]



10:30  The Case for Accessible Tourism

a.     The value of disability tourism - what the research tells us?

(Ass. Professor Simon Darcy, UTS Business School - University of Technology, Sydney)

 (Bill Forrester, Travability)

b.     Other sources and gaps in our knowledge (all)

12:30 Lunch

1:30    Taking action (brainstorm of all stakeholders)

a.     What do we want to happen?

b.     Who do we need onside to make it happen?

c.      What could we do to make it happen?

d.     What are the barriers to getting there? 

2:30     Next steps

a.     Possible joint communiqué (draft with papers)

b.     Recap key outcomes & agreements (Annette Ellis)

3:30     Close

For inquiries please contact Craig Wallace at Nican on (02) 6241 1220 / 0451 199 750

The communiqué from the National Dialogue is now reproduced for your convenience and can be accessed from http://www.nican.com.au/news/communique-national-tourism-dialogue

National Dialogue

Stakeholders in accessible and inclusive tourism 

Wednesday 22 June 2011

Parliament House, Canberra 

COMMUNIQUÉ

Inclusive and Accessible Tourism – an opportunity for Australia

A National Dialogue of key stakeholders in inclusive and accessible tourism was opened on Monday 20 June by Senator the Hon Jan McLucas, Parliamentary Secretary for Disabilities and Carers at Parliament House, Canberra.  The Dialogue, hosted by Nican and chaired by Annette Ellis, National Patron and former Shadow Minister for Disability and Carers, has agreed on a call to action for the tourism industry, government and the Australian community:

Tourism by people who have a disability or who are ageing is an opportunity for Australian Tourism to seize the competitive advantage in a tight market. It is also a great way to demonstrate corporate social responsibility.  The time is right for action as Australia’s baby boomers retire.

Key stakeholders including researchers, tourism operators and referral providers have joined forces, with the support of the Australian Government, to build awareness about the opportunities and to address barriers to tourism by these groups. 

Together, we believe that there is a growing understanding of the potential of the tourism market for people with disability, including seniors, which goes hand-in-hand with boosting visitor numbers and strengthening our place as a top draw tourism destination for people around the world. 

We recognise that access to leisure and recreation, including taking a holiday, is an important part of living an ordinary life and helps realise the United Nations Convention on the Rights of People with a Disability and the National Disability Strategy. 

Ultimately, this will help to build a more welcoming and inclusive society, where individuals and families with a disability have choices and no longer feel shut out.

There are significant advantages to developing better tourism products, services and experiences to people with disability as well as information about opportunities, venues and services. 

This is good business sense and is also consistent with rights, access and corporate social responsibility. 

With the right planning this can be a real win for both people with disability and the tourism industry. 

Now is the time to promote the business case for disability tourism where:   

·        Some 88 per cent of people with disability take a holiday each year which accounts for some 8.2 million overnight trips.

·        The average travel group size for people with disability is 2.8 people for a domestic overnight trip and 3.4 for a day trip.

·        There is a myth that the inclusive tourism market does not spend because of economic circumstance.

·        People with disability travel on a level comparable with the general population for domestic overnight and day trips.

·        The total tourism expenditure attributable to people with disability is $8bn per year or 11 per cent of overall tourism expenditure (Dwyer & Darcy, 2011).

The business case is clear and draws on landmark research from Associate Professor Simon Darcy, with the University of Technology’s Business School, who presented at the session. 

We welcome the Government's commitment in the area of travel and tourism through the National Disability Strategy as well as work on Access to Premises and Transport Standards, access to airlines and cinema access. 

More could be done including an inclusive/accessible tourism category within a mainstream tourism award; a marketing strategy; a practical information guide; a National Forum with Tourism operators and further work to refresh and promote the business case for inclusive and accessible tourism, especially with industry.

We commend these ideas to government and each of us is committed to moving from commitment to action.

We are excited by the opportunity to deepen the understanding of the importance and potential of inclusive and accessible tourism for all Australians.  We will continue to work together and promote the benefits across the tourism industry, agencies of governments at all levels, tourism promoters, and the Australian community.

Issued by:

Australia For All Alliance Inc

Greatvenue

Disabled Motorists Association

Disability Information and Resource Centre

Nican

IDEAS

Travability

Leadership plus (formerly Inclusive Leisure Vic) 

Media contact: Craig Wallace, Marketing Manager, Nican – 0451 199 750

References  

Australian Hotels Association, & Tourism and Transport Forum. (2010). Accessible Rooms In Short Term Accommodation: A Look At Supply and Demand. Canberra: Australian Hotels Association and AZthe Tourism and Transport Forum.

Darcy, S. (2006). Setting a Research Agenda for Accessible Tourism (pp. 48).  Retrieved from http://www.sustainabletourismonline.com/137/universal-access/setting-a-research-agenda-for-accessible-tourism

Denzin, N. K., & Lincoln, Y. S. (2003). Strategies of qualitative inquiry (2nd ed.). Thousand Oaks, CA: Sage.

Dwyer, L., & Darcy, S. (2011). Chapter 14 - Economic Contribution of Tourists with Disabilities: An Australian Approach and Methodology. In D. Buhalis & S. Darcy (Eds.), Accessible Tourism: Concepts and Issues (pp. 213-239). Bristol, UK: Channel View Publications.

Forrester, B. (2011). What’s happening overseas - Learning’s from the SATH Conference Paper presented at the National Tourism Dialogue, Parliament House, Canberra. http://www.nican.com.au/news/communique-national-tourism-dialogue

Goodley, D., & Lawthom, R. (2005). Epistemological journeys in participatory action research: alliances between community psychology and disability studies. Disability & Society, 20(2), 135-151.

Kitchin, R. (2000). The Researched Opinions on Research: disabled people and disability research. Disability & Society, 15(1), 25-47.

Taylor, G. (1999). Empowerment, identity and participatory research: Using social action research to challenge isolation for Deaf and hard of hearing people from minority ethnic communities. Disability & Society, 14(3), 369-384.

  

The United Nations' conventions, the World Tourism Organisation and Accessible Tourism Policy

The UN human rights conventions have been in existence since 1948 (United Nations, 1948). It wasn’t until 1975 that people with disabilities were specifically identified in a declaration with the subsequent actions and declarations reinforcing that people with disabilities should enjoy the same rights of citizenship as those without disabilities (United Nations, 1975, 1976, 1993). More recently, the United Nations (2006, 2008) Convention on the Rights of People with Disabilities became a galvanizing agent for operationalising these rights within each signatory country. Yet,  countries operationalise these rights under their own legislative and policy frameworks.  Given the various UN conventions over the years, it is surprising that only 40 countries have introduced specific disability discrimination legislation (United Nations, 2009). Table 1 shows, a chronology of disability discrimination legislation for a sample of countries.

Table 1: National Disability Discrimination Legislation

Year	Country	Legislation
1990	United States	Americans with Disabilities Act
1990	China	The Law of People's Republic of China on the Protection of Disabled Persons
1992	Australia	Disability Discrimination Act
1995	United Kingdom	Disability Discrimination Act
1995	India	Persons with Disabilities (Equal Opportunities, Protection of Rights and Full Participation) Act
1996	Costa Rica	Law No. 7600 on Equality for Persons with Disabilities
1996	Hong Kong	Disability Discrimination Ordinance (1996)

Source: (UN ESCAP, 2008; United Nations, 2009)

Similarly, the UN World Tourism Organisation has been active in promoting the rights of travelers with disabilities through a series of statements (World Tourism Organization, 1985, 1991, 2005). The latest of these directly supports the UN Convention on the Rights of People with Disabilities where Article 30 includes tourism within its discussion of the cultural industries. Figure 1 shows that the WTO identify the importance of universally asccessible tourism (source: http://unwto.org/en/about/unwto ).Yet, the WTO has not deployed resources beyond these statements but has operated programs, research and development opportunities in many other areas. So where does this leave the use of such international declarations in respect to improving the material position of people with disabilities on the ground? Nation states must still implement the goodwill of these declarations through their own frameworks whereas government’s resource and regulate their implementation of the UN Convention as a way to empower people with disabilities to achieve all their rights of citizenship. However, the presence of antidiscrimination legislation does not guarantee its implementation or a change in the material position of those that it is designed to empower (Handley, 2001; Heap, Lorenzo, & Thomas, 2009).

Figure 1: Shows that the WTO identify the importance of universally asccessible tourism (source: http://unwto.org/en/about/unwto )

What research has been carried out on the implementation of human rights legislation in nation states as it relates to accessible tourism provision? First, there are other disciplines and fields of study that have carried out significant research on the impact of disability legislation generally and comparatively for countries (Burns & Gordon, 2009), the accessibility of the built environment (Imrie, 1996, 2000; Prideaux & Roulstone, 2009) and the accessibility of transportation systems (Aldred & Woodcock, 2008) . This body of research can provide major insights into how each nation state regards accessibility for its citizens. Yet, as we know people with disabilities and those who benefit from the accessible tourism provision face many tourism specific issues when they travel away from their place of residence into unfamiliar territory. These have been documented literature and I refer you back  to the blog entry on constraints. 

While many studies and articles refer to human rights legislation as an important reason to undertake studies on accessible tourism, very few studies analyse the relative impacts or outcomes of the human rights laws. A small but growing body of literature that examines the outcomes of human rights legislation as it impacts on accessible tourism is beginning to emerge. The most well-developed body of research is within the UK (Goodall, Pottinger, Dixon, & Russell, 2004; Miller & Kirk, 2002; Shaw, 2007; Shaw, Veitch, & Coles, 2005), the US (Davies & Beasley, 1994; Gallagher & Hull, 1996; Griffin Dolon, 2000; US Dept Justice, 2007 ; Van Horn, 2007) and Australia (Darcy & Taylor, 2009; Public Interest Advocacy Centre, 2007; Small & Darcy, 2010). These issues certainly affect other countries and there has been significant coverage of air travel disability and embodiement discrimination in the media in France, South Africa, India, Canada and Malaysia. I called for other researchers in other countries to include an analysis of the human rights implications of accessible tourism as part of their research agenda for their own citizens as well as those who travel to their countries.

References

Aldred, R., & Woodcock, J. (2008). Transport: challenging disabling environments. Local Environment: The International Journal of Justice and Sustainability, 13(6), 485–496.

Burns, K. K., & Gordon, G. L. (2009). Analyzing the Impact of Disability Legislation in Canada and the United States. Journal of Disability Policy Studies, 1044207309344562.

Darcy, S., & Taylor, T. (2009). Disability citizenship: An Australian human rights analysis of the cultural industries. Leisure Studies, 28(4), 419-441.

Davies, T. D., Jr., & Beasley, K. A. (1994). Accessible design for hospitality: ADA guidelines for planning accessible hotels, motels and other recreational facilities. New York: McGraw-Hill.

Gallagher, J. M., & Hull, A. H. (1996). Cruise ship accommodations for passengers with physical limitations due to disability or age. American Journal of Occupational Therapy, 50(8), 685-687.

Goodall, B., Pottinger, G., Dixon, T., & Russell, H. (2004). Heritage property, tourism and the UK Disability Discrimination Act. Property Management, 22(5), 345-357.

Griffin Dolon, J. (2000). Accessibility, the Americans with Disabilities Act, and the natural environment as a tourist resource. anatolia: International Journal of Tourism and Hospitality Research, 11(2), 101-110.

Handley, P. (2001). 'Caught Between a Rock and a Hard Place': Anti-discrimination legislation in the liberal state and the fate of the Australian Disability Discrimination Act. Australian Journal of Political Science, 36(3), 515-528.

Heap, M., Lorenzo, T., & Thomas, J. (2009). ‘We've moved away from disability as a health issue, it's a human rights issue’: reflecting on 10 years of the right to equality in South Africa. Disability & Society, 24(7), 857-868.

Imrie, R. (1996). Disability and the city: international perspectives. London: Paul Chapman.

Imrie, R. (2000). Disabling environments and the geography of access policies and practices. Disability & Society, 15(1), 5-24.

Miller, G. A., & Kirk, E. (2002). The Disability Discrimination Act: Time for the stick? Journal of Sustainable Tourism, 10(1), 82-88.

Prideaux, S., & Roulstone, A. (2009). Good practice for providing disabled people with reasonable access to the built environment. Built Environment, 1(1), 59-81.

Public Interest Advocacy Centre. (2007). Flight Closed: Report on the experiences of People with Disabilities in Domestic Airline Travel in Australia. Sydney: Public Interest Advocacy Centre.

Shaw, G. (2007). Disability legislation and empowerment of tourists with disability in the United Kingdom. In A. Church & T. Coles (Eds.), Tourism, Power and Space (pp. 83-100). London: Routledge.

Shaw, G., Veitch, C., & Coles, T. I. M. (2005). Access, disability, and tourism: changing responses in the United Kingdom. Tourism Review International, 8(3), 167-176.

Small, J., & Darcy, S. (2010). Chapter 4: Tourism, disability and mobility. In S. Cole & N. Morgan (Eds.), Tourism and Inequality: Problems and Prospects (in press) (pp. pp1-30). Wallingford CABI.

UN ESCAP. (2008). Disability at a glance: a Profile of 28 Countries and Areas in Asia and the Pacific (Vol. 2002,  Available from http://www.unescap.org/esid/psis/disability

United Nations. (1948). Universal Declaration of Human Rights. Geneva. www.un.org/Overview/rights.html: United Nations.

United Nations. (1975). Declaration on the rights of disabled persons. Geneva. www.unhchr.ch/html/menu3/b/72.htm: United Nations.

United Nations. (1976). The International Year of Disabled Persons 1981 (General Assembly resolution 31/123). Geneva. www.un.org/esa/socdev/enable/disiydp.htm: United Nations.

United Nations. (1993). Standard Rules on the Equalization of Opportunities for Persons with Disabilities (General Assembly resolution 48/96). Geneva: United Nations.

United Nations. (2006). Convention on the Rights of Persons with Disabilities. New York http://www.un.org/esa/socdev/enable/rights/convtexte.htm: United Nations General Assembly A/61/611 - 6 December 2006.

United Nations. (2008, 3 May). Landmark UN treaty on rights of persons with disabilities enters into force.   Retrieved 12 May, 2008, from http://www.un.org/esa/socdev/enable/rights/convtexte.htm http://www.un.org/apps/news/story.asp?NewsID=26554&Cr=disab&Cr1=

United Nations. (2009, 2 June 2009). Enable. from http://www.un.org/disabilities/

US Dept Justice. (2007 ). Common ADA Problems at Newly Constructed Lodging Facilities. Washington, DC: Civil Rights Division, Disability Rights Section.

Van Horn, L. (2007). Disability Travel In The United States: Recent Research And Findings. Paper presented at the 11th International Conference on Mobility and Transport for Elderly and Disabled Persons (TRANSED) - "Benchmarking, Evaluation and Vision for the Future". , June 18-22, 2007, at the Palais des congrès de Montréal.

World Tourism Organization. (1985). Tourism Bill of Rights and Tourist Code (WTO/034 General Assembly Sixth Ordinary Session Held at Sofia (People's Republic of Bulgaria)). Madrid, Spain: World Tourism Organization.

World Tourism Organization. (1991). Creating Tourism Opportunities for Handicapped People in the Nineties (A/RES/284(IX) (Resolution A/res/284(IX) of the General Assembly held at Buenos Aires, Argentina). Madrid, Spain: World Tourism Organization.

World Tourism Organization. (2005). Accessible Tourism for All A/RES/492(XVI). Madrid, Spain: World Tourism Organization.