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Looks at the way in which a pizza manufacturing company, supplying both branded and own‐label products to the Irish and UK retail markets, undertook a major restructuring of its procurement and manufacturing processes. Numerous sub‐processing activities were having adverse effects on capability utilization and manufacturing efficiency at a time of increasing demand. Process re‐engineering was required. Illustrates the approaches taken towards two projects: first, cheese supply and, second, packaging. Notes there was a steep learning curve for the management and operations staff and also resistance to change from within the firm and from some suppliers. Provides a list of critically important points learned from the experience.

This research is about the evaluation of organizational risks in the hospitality sector, using the experience of a guest with visual impairments. The objectives of this research are to (1) identify if the previous expectations of a guest with visual impairments trip will be exceeded in the final; (2) classify organizational risks in the hotel sector; (3) verify if there are direct impacts on the travellers' future behaviour, such as destination recommendation and intention to return to the destination. Despite of the fact that organizational risks are composed by transport, hospitality and tourism attractions (tourism players can jeopardize the success of a travel experience), this research will only focus on the hospitality sector. To assure the achievement of the referred objectives, a case study will be used based on the analysis of the experience of a Portuguese guest with disabilities, who traveled alone, around Europe, with a guide dog. His expectations, constraints and risks will be analysed through a deep-depth interview, in which questions are organized from the literature review. Finally, it is expected that this exploratory research helps to find new avenues for the study of organizational risks, more precisely, hospitality risks for disabled people.

While the topical areas of service failure and complaints have been systematically investigated for the general traveling public, service failure issues for disabled tourists have been widely ignored. This exploratory study attempts to provide some insights into this phenomenon by analyzing disabled travelers' complaints reported through online customer complaint websites.

A total of 316 customer complaints were collected and analyzed utilizing a modified procedure of the Critical Incident Technique (CIT). Differences in service failure dimensions in industry sector and recovery type were investigated through the correspondence analysis.

Critical incidents of disabled travelers were classified into three dimensions of service failures including service delivery failure, unfulfilled special requests, and unsolicited employee conduct. Significant relationships in service failure dimensions were identified in the industry sectors and types of recovery.

The limitations of this study are unidentifiable demographic information and lack of necessary details, since this study is based on textual data collected from online complaint/review websites. For further research, more inclusive quantitative data could provide a more complete picture.

The findings of this study could represent a valuable step toward assessing the current status of service failure provided by hospitality and tourism industry, and thus provide useful insights for practitioners to more effectively serve this market segment.

This study serves as exploratory research and contributes to a better understanding of the tourism experience of individuals with disabilities.

This exploratory study aims to focus on the challenges arising from the interactions between wheelchair users, individuals using crutches and blind people with the hotel environment as well as on the efforts to overcome these challenges.

The sample was gathered through a snowballing technique. The study utilizes in‐depth semi‐structured interviews of 45 participants: 20 used wheelchairs; ten were dependent on crutches; and 15 were blind. The data were subject to thematic content analysis.

Interpreted by the social model of disability, the results suggest that the challenges participants confront derive from the physical design of the environment as well as staff behaviors. Differences were found between the hotel experiences of people with various types of disabilities.

The sample was limited to Israeli participants.

The paper offers recommendations for hotel management with regard to specific physical as well as interpersonal means to alleviate apparent difficulties faced by people with disabilities in their hotel experiences.

This study broadcasts the genuine voice of people with disabilities. The findings are of special relevance to hospitality researchers, educators, executives, and hotel staff.

Compares toy commercials in France, Germany and Italy in relation to globalisation, which is claimed to produce a uniform consumer culture. Investigates the roles performed by different territories (international, national, regional and local) in advertising directed at children of these different nationalities. Focuses on the apparent tendency towards universalism in the form and content of TV commercials aimed at children, based on a comparative analysis of 163 commercials for toys. Finds that the commercials in the three countries used the same types of persuasion, with toys linked to fantasy worlds, different depictions of boys and girls, and reference to a widely shared extra‐textual body of knowledge; international commercials were much more standardised than for other types of products, and images crossed national boundaries more easily than language, with various reinventions of voiceovers and other verbal messages. Concludes that transnational toy advertising cannot escape local obstacles linked to sociocultural variables.

Describes the experiences of an American professor who taught a graduate course in cross‐cultural management at a Portuguese university. Outlines the overall experience before detailing several pedagogic issues which were unforeseen/problematic. Proposes ten axioms to guide similar future internal exchange experiences. Emphasizes four areas of difficulty, preparation, expectations, conduct and relationships.

Research concerning the inclusion of individuals with disabilities in tourism activities began long before this field of study was formally named. This has led scholars to use a variety of expressions to refer to what is now known as accessible tourism (AT). Given that this diversity of terms can complicate locating relevant publications, this paper aims to examine the terminology used in the context of AT.

This study conducts an exhaustive literature review and a statistical analysis of 613 documents collected from Scopus, published between 1984 and 2022.

The results suggest that, despite the widespread use of “Accessible Tourism” in recent literature, most papers published before 2010 cannot be retrieved using this term. Additionally, the longitudinal analysis of scientific production revealed four distinct stages based on the number of annual publications.

This paper has limitations that could inspire future studies, such as relying solely on Scopus for data collection, including only academic papers, limiting the number of references and narrowing the search to specific terms. Future investigations could compare these findings using a greater amount of data collected from other databases (e.g. Google Scholar), including non-academic writings (e.g. newspapers and Webpages), exploring the efficiency of different search strategies (e.g. silver market) and delving deeper into the evolution of the AT discourse in society.

Policymakers and tourism stakeholders can leverage the insights of this paper to standardise their vocabulary in communication and operational strategies. Scholars can enhance the efficiency of literature searches and develop new lines of knowledge inspired by terms traditionally used to refer to AT.

This paper encourages continued investigation into AT and underscores the importance of language in developing a more inclusive society.

This research pioneers the analysis of the evolution of AT synonymy by years, nations and authors. It provides evidence of how linguistic choices reflect changes in the social understanding of disability. This study proposes a framework to distinguish AT from other tourism models, facilitating unified communication among stakeholders. It presents strategies to improve efficiency in locating studies in the AT area and advocates for an inclusive society that uses language respectful to all individuals.

本研究对从Scopus收集的1984年至2022年间发表的613篇文献进行了详尽的文献回顾和统计分析。

关于将残疾人纳入旅游活动的研究早在这一研究领域正式命名之前就开始了。这导致学者们使用各种各样的表达来指代现在被称为无障碍旅游(AT)的概念。鉴于这种术语的多样性会使相关出版物的定位复杂化, 本文旨在研究AT语境中使用的术语。

结果表明, 尽管“无障碍旅游”在最近的文献中被广泛使用, 但2010年之前发表的大多数文章都无法使用该术语进行检索。此外, 科学产出的纵向分析显示, 基于年度出版物的数量, 有四个不同的阶段。

这篇论文有一些局限可启发未来的研究, 比如仅仅依靠Scopus进行数据收集, 只包括学术论文, 限制参考文献的数量, 将搜索范围缩小到特定的术语。未来的调查可以使用从其他数据库(如Google Scholar), 包括非学术著作(如报纸、网页), 收集的大量数据来比较这些发现, 探索不同搜索策略(如白银市场)的效率, 并更深入地研究AT话语在社会中的演变。

政策制定者和旅游业利益相关者可以利用本文见解来标准化他们在表达和操作策略中的词汇。学者们可以提高文献检索的效率, 并从传统上用于指AT的术语启发中建立新的知识线。

本文鼓励继续研究无障碍旅游, 并强调语言在发展更具包容性的社会中的重要性。

这项研究是对AT同义词的年代、国家和作者的演变进行分析的开创。它为语言选择如何反映社会对残疾理解的变化提供了证据。本研究提出了一个AT有别于与其他旅游模式的框架, 促进利益相关者之间的统一沟通。它提出了提高AT领域定位效率研究的策略, 并倡导建立一个尊重所有个人的语言的包容的社会。

La investigación relativa a la inclusión de las personas con discapacidad en las actividades turísticas comenzó mucho antes de que se diera un nombre formal a este campo de estudio. Esto ha llevado a los estudiosos a utilizar una gran variedad de expresiones para referirse a lo que ahora se conoce como Turismo Accesible (TA). Dado que esta diversidad de términos puede complicar la localización de publicaciones relevantes, este artículo pretende examinar la terminología utilizada en el contexto del TA.

Este estudio realiza una revisión exhaustiva de la literatura y un análisis estadístico de 613 documentos recopilados de Scopus, publicados entre 1984 y 2022.

Los resultados sugieren que, a pesar del uso generalizado de “Turismo Accesible” en la literatura reciente, la mayoría de los artículos publicados antes de 2010 no pueden recuperarse utilizando este término. Además, el análisis longitudinal de la producción científica reveló cuatro etapas distintas en función del número de publicaciones anuales.

Este trabajo tiene limitaciones que podrían inspirar futuros estudios, como basarse únicamente en Scopus para la recopilación de datos, incluir sólo artículos académicos, limitar el número de referencias y restringir la búsqueda a términos específicos. Futuras investigaciones podrían comparar estos Resultados utilizando una mayor cantidad de datos recogidos en otras bases de datos (por ejemplo, Google Scholar), incluyendo escritos no académicos (por ejemplo, periódicos, páginas web), explorando la eficacia de diferentes estrategias de búsqueda (por ejemplo, el mercado plateado) y profundizando en la evolución del discurso del TA en la sociedad.

Los responsables políticos y las partes interesadas en el turismo pueden aprovechar las ideas de este documento para normalizar su vocabulario en las estrategias de comunicación y operativas. Los estudiosos pueden mejorar la eficacia de las búsquedas bibliográficas y desarrollar nuevas líneas de conocimiento inspiradas en los términos utilizados tradicionalmente para referirse al TA.

Este artículo anima a seguir investigando sobre el turismo accesible y subraya la importancia del lenguaje en el desarrollo de una sociedad más inclusiva.

Esta investigación es pionera en el análisis de la evolución de la sinonimia del TA por años, naciones y autores. Aporta pruebas de cómo las elecciones lingüísticas reflejan los cambios en la comprensión social de la discapacidad. Este estudio propone un marco para distinguir la TA de otros modelos turísticos, facilitando la comunicación unificada entre las partes interesadas. Presenta estrategias para mejorar la eficacia en la localización de estudios en el ámbito de las TA y aboga por una sociedad inclusiva que utilice un lenguaje respetuoso con todas las personas.

This study aims at exploring whether there are differences in behaviour between people with special access needs and those who do not have these needs at a religious destination. In particular, a comparison is made between the role and structure of the perceived value of accessibility and its effect on satisfaction and loyalty.

Data are collected using a self-administered questionnaire (n = 523). Information on perceived value of accessibility, satisfaction and loyalty is subjected to confirmatory factor analysis to ensure the reliability and validity of the three components. Structural equation modelling is used to test the hypothesized relationship between these constructs.

The weight of the items of the perceived value of accessibility is different between the groups analysed and its effects on satisfaction and loyalty are higher among people with access needs.

Results imply that the perceived value of accessibility may be a determinant in predicting satisfaction. Thus, any study addressing the role of accessibility in a destination should take this factor into consideration. At the same time, from a practical point of view, ensuring accessibility will also benefit destinations in providing better experiences. A clear limitation of this study is the use of a convenience sample.

Religious tourism and accessible tourism have been treated as two separate issues in academic literature. However, curative shrines are sites where religious tourism and accessible tourism naturally merge. Hence, the originality of this article lies in its focus on accessible tourism in these religious sites.