Does Better Physical Accessibility Lead to Higher Sales Revenues? The Case of Slovenian Restaurant SMEs
Abstract
Despite the significance of accessibility for sustainable tourism development, little is known about the relationship between physical accessibility and restaurant sales revenues. Previous studies also did not consider restaurant managers’ perceptions of accessibility, although they are responsible for implementing an accessible offer. The objectives of the present study are (1) to investigate if managers of small and medium-sized restaurant enterprises (SMEs) perceive restaurants as physically accessible and (2) to determine if better physical accessibility generates higher sales revenues. This study was performed in two steps. First, research on accessibility and relevant legislation was analysed. Second, primary data was collected using a self-administered questionnaire in field research from 149 restaurant managers, and secondary financial data for each SME was obtained through publicly available financial reports. To SMEs express the perspectives of people with disabilities (PWDs), disability organisation SMEs representatives were included in the questionnaire development process. Descriptive SMEs statistics and correlation analyses were used to analyse the data. Findings reveal SMEs that managers have low knowledge of accessibility, perceive restaurants as relatively SMEs poorly accessible, and that physical accessibility is not correlated to sales revenues. SMEs Concerning the different layout areas, managers identified toilet facilities as the most SMEs inaccessible restaurant area. Besides the legislative responsibility, managers should SMEs also be aware of the economic potential of the disability market in tourism and the SMEs fact that an accessible offer facilitates the use of restaurants for society as a whole.
The article ends with providing recommendations for the restaurant industry, policymakers, and academia.
Keywords: restaurant SMEs, disability, managers, physical accessibility, sales revenue
References
Act on the Equalization of Opportunities for Persons with Disabilities. (2010). Official Gazette RS, No. 94/2010. https://www.uradni-list.si/glasilo-uradni-list-rs/vsebina/2010-01-4936
AJPES. (n.d.). Fi=Po Financial Data. Ajpes.Si. Retrieved 3 September 2022, from https://www.ajpes.si/fipo/default.asp
Albreht, A. (2018). Strateško načrtovanje dostopnosti ꟾStrategic accessibility planningꟾ. Ministrstvo za okolje in prostor.
Albreht, A., Gavran, K., Simoneti, M., Wraber, T., Jahjefendić, A. (2017). Univerzalna stanovanjska graditev ꟾUniversal housing constructionꟾ. Ministrstvo za okolje in prostor. https://www.gov.si/assets/ministrstva/MOP/Dokumenti/Graditev/
univerzalna_stanovanjska_graditev.pdf
Ameri, M., Rogers, S. E., Schur, L., & Kruse, D. (2020). No Room at the Inn? Disability Access in the New Sharing Economy. Academy of Management Discoveries, 6(2), 176–205. https://doi.org/10.5465/amd.2018.0054
Baghdadi, I. Z., Fahes, M., & Ramadan, M. Z. (2017). Disabled Friendly Facility between Feasibility and Legality. Applied Economics and Finance, 4(5), 27-45. https://doi.org/10.11114/aef.v4i5.2558
Boxall, K., Nyanjom, J., & Slaven, J. (2018). Disability, hospitality and the new sharing economy. International Journal of Contemporary Hospitality Management, 30(1), 539–556. https://doi.org/10.1108/IJCHM-09-2016-0491
Buhalis, D., & Darcy, S. (2011). Accessible Tourism: Concepts and Issues. Channel View Publications.
Building Act (GZ-1). (2021). Official Gazette RS, No. 199/2021. https://www.uradni-list.si/glasilo-uradni-list-rs/vsebina/2021-01-3972
Calvo-Mora, A., Navarro-García, A., & Periañez-Cristóbal, R. (2015). Tourism for All and Performance: An Analysis of Accessibility Management in Hotels. V M. Peris-Ortiz, J. Álvarez-García, & C. Rueda-Armengot (Ur.), Achieving Competitive Advantage through Quality Management (str. 111–132). Springer International Publishing. https://doi.org/10.1007/978-3-319-17251-4_7
Capitaine, V. (2016). Inciting tourist accommodation managers to make their establishments accessible to people with disabilities. Journal of Tourism Futures, 2(2), 196–205. https://doi.org/10.1108/JTF-03-2015-0010
Chi, C. G., & Qu, H. (2005). A Study of Differential Employers’ Attitude Towards Hiring People with Physical, Mental, and Sensory Disabilities in Restaurant Industry. Journal of Human Resources in Hospitality & Tourism, 3(2), Art. 2. https://doi.org/10.1300/J171v03n02_01
Cockburn-Wootten, C., & McIntosh, A. (2020). Improving the Accessibility of the Tourism Industry in New Zealand. Sustainability, 12(24), 10478. https://doi.org/10.3390/su122410478
Consumer Protection Act. (2022). Official Gazette RS, No. 130/22. http://www.pisrs.si/Pis.web/pregledPredpisa?id=ZAKO7054
Convention on the Rights of Persons with Disabilities (CRPD) | United Nations Enable. (2022, April 20). https://www.un.org/development/desa/disabilities/convention-on-the-rights-of-persons-with-disabilities.html
Cruz-Morato, M. A., Dueñas-Zambrana, C., & García-Mestanza, J. (2021). Disability, Human Resources and Behavioral Economics: The Labour Inclusion Case of Ilunion Hotels of the Costa del Sol (Spain). International Journal of Environmental Research and Public Health, 18(15), 7932. https://doi.org/10.3390/ijerph18157932
Darcy, S., & Pegg, S. (2011). Towards Strategic Intent: Perceptions of disability service provision amongst hotel accommodation managers. International Journal of Hospitality Management, 30(2), 468–476. https://doi.org/10.1016/j.ijhm.2010.09.009
Dias de Faria, M., Ferreira da Silva, J., & Brantes Ferreira, J. (2012). The visually impaired and consumption in restaurants. International Journal of Contemporary Hospitality Management, 24(5), 721–734. https://doi.org/10.1108/09596111211237264
Directive (EU) (2019). /882 of the European Parliament and of the... - EUR-Lex. (2022, April 20). https://eur-lex.europa.eu/legal-content/EN/LSU/?uri=CELEX%3A32019L0882
Disability statistics introduced. (2022, April 20). https://ec.europa.eu/eurostat/statistics-explained/index.php?title=Disability_statistics_introduced
Domínguez, T., Fraiz, J. A., & Alén, E. (2013). Economic Profitability of Accessible Tourism for the Tourism Sector in Spain. Tourism Economics, 19(6), 1385–1399. https://doi.org/10.5367/te.2013.0246
Donovan, R. (2020). Design Delight from Disability. Rod-Group. https://www.rod-group.com/sites/default/files/2020%20Annual%20Report%20-%20The%20Global%20Economics%20of%20Disability.pdf
Feerasta, J. (2017). Individuals with intellectual disabilities in the restaurant business: An exploratory study of attributes for success. Journal of Human Resources in Hospitality & Tourism, 16(1), 22–38. https://doi.org/10.1080/15332845.2016.1202047
Ferri Sanz, M., Durá Ferrandis, E., & Garcés Ferrer, J. (2019). Service Quality Scales and Tourists with Special Needs: A Systematic Review. Sustainability, 11(14), 3844. https://doi.org/10.3390/su11143844
Gillovic, B., & McIntosh, A. (2020). Accessibility and Inclusive Tourism Development: Current State and Future Agenda. Sustainability, 12(22), 9722. https://doi.org/10.3390/su12229722
Grady, J., & Ohlin, J. B. (2009). Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry. International Journal of Hospitality Management, 28(1), 161–169. https://doi.org/10.1016/j.ijhm.2008.06.013
Harris, P. (2013). Profit Planning: For hospitality and tourism (extended edition). Goodfellow Publishers Ltd.
Jiang, P., Xu, T., Zhang, C., Chen, J., & Wang, T. (2021). Unforgettable Restaurant: Helping older people who are living with disability and dementia return to society. General Psychiatry, 34(6), 1–3. https://doi.org/10.1136/gpsych-2021-100657
Joo, N., & Cho, K. (2012). Study on the Utilization of Restaurant Services by the Disabled and their Demand for Better Access in Korea. Asia Pacific Journal of Tourism Research, 17(3), 338–353. https://doi.org/10.1080/10941665.2011.628327
Kukanja, M., Gomezelj Omerzel, D., & Kodrič, B. (2017). Ensuring restaurant quality and guests’ loyalty: An integrative model based on marketing (7P) approach. Total Quality Management & Business Excellence, 28(13–14), 1509–1525. https://doi.org/10.1080/14783363.2016.1150172
Kuo, P.-J., & Kalargyrou, V. (2014). Consumers’ perspectives on service staff with disabilities in the hospitality industry. International Journal of Contemporary Hospitality Management, 26(2), 164–182. https://doi.org/10.1108/IJCHM-01-2013-0022
Lee, C., & Hallak, R. (2018). Investigating the moderating role of education on a structural model of restaurant performance using multi-group PLS-SEM analysis. Journal of Business Research, 88, 298–305. https://doi.org/10.1016/j.jbusres.2017.12.004
Lim, J.-E. (2020). Understanding the discrimination Experienced by Customers with Disabilities in the Tourism and Hospitality Industry: The Case of Seoul in South Korea. Sustainability, 12(18), 1–12. https://doi.org/10.3390/su12187328
McClain, L., Beringer, D., Kuhnert, H., Priest, J., Wilkes, E., Wilkinson, S., & Wyrick, L. (1993). Restaurant Wheelchair Accessibility. The American Journal of Occupational Therapy, 47(7), 619–623. https://doi.org/10.5014/ajot.47.7.619
MDDSZ. (2021). Action programme for Persons with Disabilities 2022—2030. GOV.SI. https://www.gov.si/zbirke/projekti-in-programi/akcijski-program-za-invalide/
National guidelines to improve the built environment, information and communications accessibility for people with disabilities. (2005). Official Gazette RS, No. 113/2005. https://www.uradni-list.si/glasilo-uradni-list-rs/vsebina/2005-01-5023
Nicolaisen, J., Blichfeldt, B. S., & Sonnenschein, F. (2012). Medical and social models of disability: A tourism providers’ perspective. World Leisure Journal, 54(3), 201–214 https://doi.org/10.1080/04419057.2012.702451
Riesch, C., & Kleiner, B. H. (2005). Discrimination towards customers in the restaurant industry. Equal Opportunities International, 24(7/8), 29–37. https://doi.org/10.1108/02610150510788259
Rights of Persons with Disabilities 2021—2030. (2022, April 20). [Text]. European Commission. https://ec.europa.eu/commission/presscorner/detail/en/qanda_21_813
Rules on universal construction and the use of construction works. (2018). Official Gazette RS, No. 41/2018. https://www.uradni-list.si/glasilo-uradni-list-rs/vsebina/2018-01-2044
Sendi, S., Bizjak, I., Goršič, N., Kerbler, B., Mujkić, S., Tominc, N. (2015). Priročnik o dostopnosti objektov v javni rabi ꟾHandbook on the accessibility of facilities in public useꟾ. Urbanistični inštitut Republike Slovenije.
Sendi, R. (2019). Accessibility of the built environment and information technologies. Združenje izvajalcev zaposlitvene rehabilitacije v Republiki Sloveniji.
SiStat Database. (2021, July 2). https://pxweb.stat.si/sistat/en
SIST. (2022, May 24). https://www.sist.si/
Sokolenko, A. S. (2018). Ensuring accessibility of services of the restaurant industry facilities for people with special needs in Ukraine. Business Inform, 10, 241–246.
Spatial Management Act (ZUreP-3). (2021). Official Gazette RS, No. 199/2021. https://www.uradni-list.si/glasilo-uradni-list-rs/vsebina/2021-01-3971
Strategy for the Rights of Persons with Disabilities 2021-2030: A view from Equality Bodies – Equinet. (2022, May 23). https://equineteurope.org/summary-strategy-for-the-rights-of-persons-with-disabilities-2021-2030-a-view-from-equality-bodies/
Tourism in the 2030 Agenda | UNWTO. (2022, June 3). https://www.unwto.org/tourism-in-2030-agenda
Travel & Tourism Economic Impact | World Travel & Tourism Council (WTTC). (b. d.). Retrieved 2. January 2023, s https://wttc.org/research/economic-impact
Wan-Chen, Chi-Chuan, C., Lue. (2012). Barrier-free dining environment for the visually impaired: A case study of restaurant in Taichung, Taiwan. V Current Issues in Hospitality and Tourism: Research and Innovations. Universiti Teknologi MARA.
Watchorn, V., Hitch, D., Grant, C., Tucker, R., Aedy, K., Ang, S., & Frawley, P. (2021). An integrated literature review of the current discourse around universal design in the built environment – is occupation the missing link? Disability and Rehabilitation, 43(1), 1–12. https://doi.org/10.1080/09638288.2019.1612471
Zhang, Y., & Cole, S. T. (2016). Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts. Tourism Management, 53, 13–27. https://doi.org/10.1016/j.tourman.2015.09.001
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Academica Turistica - Tourism and Innovation Journal
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
1. Copyright
Copyright for all articles published in Academica Turistica - Tourism and Innovation Journal is held by individual authors. Authors are themselves responsible for obtaining permission to reproduce copyright material from other sources.
Upon acceptance of an article, authors will be asked to complete the Publication Agreement and Copyright Licence, based on the Open Access Model Publishing Agreement.
Articles are published under the terms of the Creative Commons CC BY-NC-ND 4.0 License.
Under the terms of this license, authors retain ownership of the copyright of their articles. They can archive the pre-print and post-print or publisher's version of their work. They will, however, assign to Academica Turistica - Tourism and Innovation Journal (AT–TIJ) the permanent right to electronically distribute their manuscript and, after it has appeared in AT–TIJ, they may republish their text as long as they clearly acknowledge AT–TIJ as the place of the original publication.
2. Author Fees
Article submission, processing and/or publishing fees are not charged.
