Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels
Previous scholarship highlights the physical, social and informational barriers to participation in tourism and hospitality for people with disabilities. The provision of reliable and up-to-date information, especially via websites, is crucial to ensuring accessibility and inclusion in hospitality s...
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2024-09-01
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| Series: | Research in Hospitality Management |
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| Online Access: | https://www.tandfonline.com/doi/10.1080/22243534.2024.2442046 |
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| author | Eshwar Atul Shetty Alison McIntosh |
| author_facet | Eshwar Atul Shetty Alison McIntosh |
| author_sort | Eshwar Atul Shetty |
| collection | DOAJ |
| description | Previous scholarship highlights the physical, social and informational barriers to participation in tourism and hospitality for people with disabilities. The provision of reliable and up-to-date information, especially via websites, is crucial to ensuring accessibility and inclusion in hospitality services and experiences as it enables essential pre-visit planning. It also establishes a communication platform for wider social advocacy. This study sought to examine the website communications of three case study hotels known as being accessibility champions in New Zealand to evaluate how well they communicated information about inclusion and the accessibility of their hotel services, including in-hotel dining experiences, to customers with disabilities. An evaluation of the website communications of accessibility champions may reveal wider lessons for other hotels to improve their provision of information as well as contribute to broader social change in the hospitality industry. This interpretive study employed Greenwood et al.’s three-phase analysis process to analyse the design, content and rhetorical elements of the website communications. Findings of the study reveal common themes, strategies and tactics for the design and delivery of accessibility information on the hotel websites. Rhetorical analysis reveal how the three websites used persuasive communication to create a common social narrative around inclusive hospitality. |
| format | Article |
| id | doaj-art-aa2205547e3245658d9ddba71336f363 |
| institution | Kabale University |
| issn | 2224-3534 2415-5152 |
| language | English |
| publishDate | 2024-09-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Research in Hospitality Management |
| spelling | doaj-art-aa2205547e3245658d9ddba71336f3632025-02-07T08:50:49ZengTaylor & Francis GroupResearch in Hospitality Management2224-35342415-51522024-09-0114325326110.1080/22243534.2024.2442046Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotelsEshwar Atul Shetty0Alison McIntosh1School of Hospitality and Tourism, Auckland University of Technology, Auckland, New ZealandSchool of Hospitality and Tourism, Auckland University of Technology, Auckland, New ZealandPrevious scholarship highlights the physical, social and informational barriers to participation in tourism and hospitality for people with disabilities. The provision of reliable and up-to-date information, especially via websites, is crucial to ensuring accessibility and inclusion in hospitality services and experiences as it enables essential pre-visit planning. It also establishes a communication platform for wider social advocacy. This study sought to examine the website communications of three case study hotels known as being accessibility champions in New Zealand to evaluate how well they communicated information about inclusion and the accessibility of their hotel services, including in-hotel dining experiences, to customers with disabilities. An evaluation of the website communications of accessibility champions may reveal wider lessons for other hotels to improve their provision of information as well as contribute to broader social change in the hospitality industry. This interpretive study employed Greenwood et al.’s three-phase analysis process to analyse the design, content and rhetorical elements of the website communications. Findings of the study reveal common themes, strategies and tactics for the design and delivery of accessibility information on the hotel websites. Rhetorical analysis reveal how the three websites used persuasive communication to create a common social narrative around inclusive hospitality.https://www.tandfonline.com/doi/10.1080/22243534.2024.2442046accessible tourismdisabilityhotel dining experienceinclusionrhetorical analysis |
| spellingShingle | Eshwar Atul Shetty Alison McIntosh Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels Research in Hospitality Management accessible tourism disability hotel dining experience inclusion rhetorical analysis |
| title | Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels |
| title_full | Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels |
| title_fullStr | Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels |
| title_full_unstemmed | Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels |
| title_short | Accessibility information and rhetoric: an evaluation of the website communications of three New Zealand hotels |
| title_sort | accessibility information and rhetoric an evaluation of the website communications of three new zealand hotels |
| topic | accessible tourism disability hotel dining experience inclusion rhetorical analysis |
| url | https://www.tandfonline.com/doi/10.1080/22243534.2024.2442046 |
| work_keys_str_mv | AT eshwaratulshetty accessibilityinformationandrhetoricanevaluationofthewebsitecommunicationsofthreenewzealandhotels AT alisonmcintosh accessibilityinformationandrhetoricanevaluationofthewebsitecommunicationsofthreenewzealandhotels |