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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.

The recent COVID-19 virus outbreak, as well as many other global risks, has put the tourism industry on the brink of collapse. Even if interesting advances have been seen the light of publicity based on risk perception, no less true seems to be that the current theory is not enough to understand and describe the impacts of new global risks that may destroy the industry in question of weeks. This introductory chapter gives a snapshot on the fragile conditions we are moving today and interrogates further the future of tourism.

Since it was adopted from psychology just after the turn of twentieth century, risk perception theory has multiplied and successfully evolved in the fields of tourism research. A dearth of studies has focused on risk perception over the recent decades. We have certainly identified three clear-cut traditions: demographical school, psychological school and critical perspective. With benefits and problems each theory has shed light trying to measure the impact of global risks in the tourism and hospitality industries.

This book keeps the originality to update what has been published in the earlier decades. We are incorporating new topics to the discussion as well as new epistemologies and methodologies. Gathering different high-quality products authored by well-renowned authors coming from different countries, it lays the foundations to a new understanding of risk perception and tourism safety-security debating the next steps and the real challenges posed on the industry in a not so long near future.

The purpose of this study is to examine the impact of employees’ different disability types on lodging guests’ perceptions of service quality delivery and stereotyping. The study also explores the influence of consumer characteristics (i.e. gender, education, religiosity, generational identity and relationship to a person with a disability) on service delivery quality perceptions and stereotyping.

Using different types of disabilities, the study uses a controlled experiment, followed by a survey, to evaluate consumers’ perception of service quality delivery of a hotel front office staff member.

The results suggest that there are no significant differences in the perceptions of service quality delivery and stereotyping for service employees with disabilities with the exception of employees with a visual impairment. The study found that participants, who had a close friend or family member with a disability, expressed less stereotyping than those who did not have a close friend or family member with a disability.

Real service encounters can be used where participants might be more involved in the service process than in a controlled experiment setting.

The findings provide support to human resource management in strategically placing people with disabilities into front-line positions because they satisfactorily represent the image of the company and guests consider their service professional and reliable.

The study’s findings support that employers should tap into the under-utilized workforce of people with disabilities and avoid pre-existing stereotyping.

A major concern of hospitality companies making employment decisions about hiring people with disabilities is guests’ attitude. This is the first study in hospitality that examines service quality delivery of employees with different types of disability serve guests.

The purpose of this paper is to evaluate the functionality of the particular epistemological schools with regard to the issues of users with visual impairment, to offer a theoretical answer to the question why these issues are not in the center of the interest of information science, and to try to find an epistemological approach that has ambitions to create the theoretical basis for the analysis of the relationship between information and visually impaired users.

The methodological basis of the paper is determined by the selection of the epistemological approach. In order to think about the concept of information and to put it in relation to issues associated with users with visual impairment, a conceptual analysis is applied.

Most of information science theories are based on empiricism and rationalism; this is the reason for their low interest in the questions of visually impaired users. Users with visual disabilities are out of the interest of rationalistic epistemology because it underestimates sensory perception; empiricism is not interested in them paradoxically because it overestimates sensory perception. Realism which fairly reflects such issues is an approach which allows the providing of information to persons with visual disabilities to be dealt with properly.

The paper has a speculative character. Its findings should be supported by empirical research in the future.

Theoretical questions solved in the paper come from the practice of providing information to visually impaired users. Because practice has an influence on theory and vice versa, the author hopes that the findings included in the paper can serve to improve practice in the field.

The paper provides theoretical anchoring of the issues which are related to the inclusion of people with disabilities into society and its findings have a potential to support such efforts.

This is first study linking questions of users with visual disabilities to highly abstract issues connected to the concept of information.

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.

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

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.

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

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

Deafness and hearing impairments have a very interesting and ancient history. The term hearing impairments is used here to refer to any dysfunction of the hearing organ, regardless of the etiology, degree of hearing loss, and service provision implications. The history of hearing impairments can be traced back to centuries before Christ (BC). For instance, around 1000 BC a Hebrew law provided those with deafness and hearing impairments limited rights to own property and marry. Nonetheless, although this law protected people with hearing impairments from being cursed and maltreated by others, it did not grant them full participation in rituals of the temple (ASLInfo, 2010). People with hearing impairments were considered to be “subnormal” by great philosophers of that time. For instance, between 427 and 347 BC, Plato's philosophy of innate intelligence was the vogue. It claimed that all intelligence was present at birth. Therefore, all people were born with ideas and languages in their minds and required only time to demonstrate their outward sign of intelligence through speech. People with hearing impairments could not speak and were therefore considered incapable of rational thoughts and ideas. Indeed in 355 BC Aristotle was reported to have claimed that those who were born deaf would become stupid and incapable of reason. According to him, people with hearing impairments could not be educated because without the ability to hear, people could not learn. Greek which was spoken in his society was considered the perfect language and all people who did not speak Greek including people with deafness were considered Barbarians (ASLInfo, 2010).

The current article focuses on the experiences of live music event attendees with visual impairment (VI). It outlines the factors which impact on the accessibility of events and considers how accessibility might be improved for these individuals.

The article reports on findings from a mixed-methods project utilising a structured interview study (N = 20) and an online survey (N = 94). Interview data were analysed using Interpretative Phenomenological Analysis, providing in-depth insight into participants’ experiences before and during events. Quantitative survey data were analysed descriptively and statistically, and Thematic Analysis of open-ended responses was carried out.

Attendance at live events varied amongst participants, and so too did the factors impacting on their attendance. Challenges were identified in relation to several key areas: accessing information and tickets, experiences with staff, navigation and orientation, and the use and availability of disabled facilities and specialist services.

This article is the first to offer in-depth exploration of music event accessibility for individuals with VI. It builds on existing research which has considered the experiences of deaf and disabled attendees but has not yet offered adequate representation of individuals with VI. The article offers practical recommendations for venues and organisers seeking to ensure accessible events for all and contributes to the wider discourse surrounding inclusivity at music, arts and cultural events.

The percentage of North Americans who have one or more physical disabilities continues to rise. Specifically, the percentage of people with ambulatory disabilities, cognitive disabilities, and other health impairments is increasing every year. This phenomenon calls for pragmatic measures to help provide better transition and related services to students with physical disabilities and other health impairments. It is anticipated that well-planned collaborative transition services provided to students with physical disabilities and other health impairments will result in improved quality of life and independent living in the community. In this chapter, we discuss transition and transition-related services, supporting legislation for persons with disabilities, transition from rehabilitation centers and hospitals to job settings and community-based programs.

This paper aims to explore the place of disabled guests in the new world of hotel and holiday accommodation shaped by the sharing economy.

The paper uses Levitas’s (2013) Utopia as Method as a methodological tool to develop the hypothetical future scenarios, which are used to explore the place of disabled guests in peer-to-peer holiday accommodation.

Analysis of the hypothetical scenarios suggests that without state intervention, the place of disabled guests in both traditional hotels and peer-to-peer holiday accommodation is far from secure.

This is a new area and the authors’ discussion is therefore tentative in its intent.

Planners and policymakers should consult with, and take account of, the needs of disabled people and other socially excluded groups when regulating shared economy enterprises. It may be helpful to put in place broader legislation for social inclusion rather than regulate peer-to-peer platforms. Any recourse to markets as a means of resolving access issues needs also to acknowledge the limited power of socially excluded groups within both traditional and sharing economy markets.

The hypothetical scenarios discussed within this paper offer planners, policymakers and tourism stakeholders opportunities to think through the access and inclusion needs of disabled guests in the shared economy sector.

The paper extends discussion of hospitality and disability access to include shared economy approaches and the place of disabled guests in the new world of holiday accommodation shaped by the sharing economy.

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.