Purpose – The objective of this study is to determine the relative importance that the visually impaired give to restaurant service attributes during leisure outings, and the relative utility they allocate to the various levels of these attributes. Design/methodology/approach – The study was conducted in two stages. The first stage consisted of exploratory research using focus groups; the second consisted of a survey using a structured questionnaire administered to 203 visually impaired consumers; conjoint analysis was used. Findings – The ideal restaurant profile for survey respondents is one in which: the menu is read by the server; service is provided by empathetic servers; low‐intensity light and sound are used; round tables are preferred over rectangular tables; and the server can be summoned using a button. Research limitations/implications – The use of a non‐probabilistic sample may limit the generalizability of findings. Practical implications – This study's results can be useful to restaurant managers by improving their understanding of the needs of visually‐impaired consumers. Social implications – The study contributes to the inclusion in society of the visually impaired as consumers by giving them a voice to express their needs and wants. Originality/value – Previous studies have not considered the relative utility conferred to restaurant attributes by consumers. The use of conjoint analysis allows the evaluation of the relative importance of these attributes and their levels, while at the same time shedding light on tradeoffs made by the visually impaired consumer in selecting restaurant attributes.
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Jul 6, 2012
Keywords: Restaurant management; Visually impaired; Consumption; Disabled people; Blind people; Hotel and catering industry; Hospitality services; Customer orientation; Brazil
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera