Achieving Sustained Competitive Advantage through Disabled Guests' Facilities and Services : A Case of Hotels in China

목차 (Table of Contents)

• LIST OF CONTEXT
• LIST OF CONTEXT i
• LIST OF FIGURES xi
• LIST OF TABLES xii
• Abstract xiii
• Chapter 1. Introduction 1
• 1.1 Rationale for the research study 1
• 1.2 The scope of study 5
• 1.3 Research objectives 12
• 1.4 Research questions 12
• 1.5 Conceptual framework 13
• 1.6 Operational terms 15
• 1.7 Research gap 17
• 1.8 Organization of chapters 18
• Chapter 2. Literature Review 20
• 2.1 Introduction 20
• 2.2 Disabled tourists 21
• 2.2.1 The concept of disabled tourism 21
• 2.2.2 Travel characteristics and key behavior of the disabled 26
• 2.2.3 Key constraints of accessible tourism 31
• 2.3 The accessible facilities and special services in hotels 39
• 2.3.1 Definition of accessibility 40
• 2.3.2 Development of accessible facilities in China 41
• 2.3.3 Existing research on accessibility facilities and special services in hotels 46
• 2.4 Corporate social responsibility in hotel 59
• 2.4.1 Definition of CSR 59
• 2.4.2 Ideological origins 62
• 2.4.3 Development history 63
• 2.4.4 Corporate social responsibility in China 69
• 2.4.5 Corporate social responsibility in hotels 71
• 2.5 Developing CSR as a business model in hotel 78
• 2.6 Sustained Competitive Advantage (SCA) 80
• 2.7 The Resource-based Theory 84
• 2.8 Conclusion 91
• 2.8.1 A brief summary of the chapter 91
• 2.8.2 Literature gap found consequent to the review 93
• Chapter 3. Research Methodology 96
• 3.1 Introduction 96
• 3.2 Rationale for using an interpretive paradigm 97
• 3.2.1 Ontological assumptions 102
• 3.2.2 Epistemological assumptions 104
• 3.2.3 Methodological assumptions 107
• 3.3 Pilot study 111
• 3.4 The main study 119
• 3.4.1 Population and respondents 119
• 3.4.2 Sampling techniques 120
• 3.4.3 Sample size 126
• 3.4.4 Data collection methods 128
• 3.4.5 Data analysis 134
• 3.5. Researcher Reflexivity 136
• 3.6 Ethical considerations 137
• 3.7 Matters of Trustworthiness 138
• 3.8 Conclusion 144
• Chapter 4. Findings 147
• 4.1 Introduction 147
• 4.2 The needs of hotel disabled guests for facilities and services 148
• 4.2.1 Accessibility 149
• 4.2.2 Convenience 155
• 4.2.3 Benefits 159
• 4.2.4 Avoidance of risks 161
• 4.2.5 Satisfaction 166
• 4.2.6 As a member of group tourism 169
• 4.3 The views of hotel staff regarding the provisions of facilities and services for disabled guests 171
• 4.3.1 Symbols representing weakness of disabled guests 171
• 4.3.2 Extra care for the guests 176
• 4.3.3 Good attitude required from the hotel staff 179
• 4.3.4 Staff need to be helpful 182
• 4.4 The extent to the value of facilities and services for disabled guests can lead to sustained competitive advantage 184
• 4.4.1 Civilized society 186
• 4.4.2 Responsibility 187
• 4.4.3 Daily operation 189
• 4.4.4 The disabled clientele exist 190
• 4.4.5 Valuable but not essential 191
• 4.4.6 The elders 194
• 4.5 The extent to the rare of facilities and services for disabled guests can lead to sustained competitive advantage 197
• 4.5.1 General accessibility 198
• 4.5.2 Basic special services 199
• 4.5.3 Professional facilities 200
• 4.5.4 Theme-specific hotels 201
• 4.5.5 The cost 202
• 4.6 The extent to the imperfect imitability of facilities and services for disabled guests can lead to sustained competitive advantage 204
• 4.6.1 Accessible Facilities 205
• 4.6.2 Special/Personalized services 210
• 4.7 The extent to the sustainable of facilities and services for disabled guests can lead to sustained competitive advantage 218
• 4.7.1 The disabled group exists 219
• 4.7.2 Human care 220
• 4.7.3 Social development 222
• 4.7.4 The professionalism 225
• 4.7.5 Improved customer satisfaction 229
• 4.8 The second semi-structure interviews 230
• 4.8.1 Standardization 232
• 4.8.2 Rating of hotels 233
• 4.8.3 Corporate social responsibility 234
• 4.8.4 The ethical dimension 235
• 4.9 Conclusion 236
• Chapter 5. Discussion and conclusion 239
• 5.1 Introduction 239
• 5.2 Discussion of findings 240
• 5.2.1 Identification with the disabled tourism community 240
• 5.2.2 Recognition of the limitations of tourism for disabled people 243
• 5.2.3 Recognition of accessibility in hotels 247
• 5.2.4 Disagreement with the characteristics of tourism for people with disabilities 251
• 5.2.5 The sustained competitive advantage of hotels 254
• 5.2.6 The difference from the research in western countries 264
• 5.3 Implication 266
• 5.3.1 Theoretical implication 266
• 5.3.2 Practical implication 268
• 5.4 limitation of the study 270
• 5.4.1 Limitations related to generalizability 270
• 5.4.2 Limitations related to epistemology 272
• 5.4.3 Limitations associated with data collection methods, data analysis and feedback from member checking 273
• 5.5 Suggestions for future research 277
• 5.5.1 Research on disabled tourists in less economically developed areas 277
• 5.5.2 Using quantitative research methods to explore the preferences of disabled guests 278
• 5.6 Conclusion 279