Abstract
Tourists with disabilities would have a high propensity of confronting service failures of human and non-human elements provided along the travel chain. This research was conducted, using the Critical Incident Technique, to extract service failures perceived by disabled tourists across the chain from the point of view of disabled tourists’ embodiment conditions and to systematically categorize them. Data were collected via individual or group interviews from 33 disabled tourists with diverse embodiment conditions. The Result revealed that 93 service failure cases mentioned by the informants could be grouped into six dimensions and 15 categories. Frequently mentioned service failures were associated with the ‘on-site experience’ stage. Structural conditions of the tourism environment, interactions with employees, and conditions of tourism products/services were the most busily mentioned dimensions. In addition different service failure dimensions were frequently mentioned by differently embodied tourists. Theoretical and practical implications were discussed for future research direction.
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