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AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts

Aijing Liu (Business School, Shandong University, Weihai, China)
Emily Ma (School of Hospitality and Tourism Management, University of Surrey, Guildford, UK)
Yao-Chin Wang (Department of Tourism, Hospitality and Event Management, University of Florida, Gainesville, Florida, USA)
Shi (Tracy) Xu (School of Hospitality and Tourism Management, University of Surrey, Guildford, UK)
Tyran Grillo (Center for Gender, Race, and Area Studies, Clark University, Worcester, Massachusetts, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 25 April 2023

Issue publication date: 2 January 2024

1135

Abstract

Purpose

The purpose of this study is to critically reflect on visually impaired customers’ technology assistance needs and the perceptions of existing technologies’ performance in the contexts of hospitality and tourism.

Design/methodology/approach

Following a qualitative approach, this study used in-depth semistructured interviews with 19 participants with visual impairments.

Findings

Positive and negative sides of technology-assisted experiences in the hotel, restaurant, and travel domains were summarized, and room for improvement was discussed to enhance the quality of life and travel experience of visually impaired customers.

Practical implications

Findings from this study offer actionable implications and future directions to technicians and managers to make hospitality and travel experiences more inclusive.

Originality/value

This timely reflection addresses a critical situation by offering original ideas and calling for more discussion of under-represented groups with visual impairments.

Keywords

Citation

Liu, A., Ma, E., Wang, Y.-C., Xu, S.(T). and Grillo, T. (2024), "AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts", International Journal of Contemporary Hospitality Management, Vol. 36 No. 1, pp. 274-291. https://doi.org/10.1108/IJCHM-10-2022-1243

Publisher

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Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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