Abstract
Tourists with disabilities, due to their individual physical challenges, have a high probability to be confronted with service failures throughout various attributes provided across the travel chain. This study was conducted to fill the gap in the literature. The aim was to investigate the associations among disability type, travel chain, and service failures, using correspondence analysis. Critical incidents (service failures) were collected from individual or group interviews with 33 disabled tourists who had a diversity of physical challenges. The result was that a significant association was found between the travel chain and service failures. A significant association between disability type and service failures was also revealed. In addition, when analyzed according to disability type, there were some significant associations between travel chain and service failures. Theoretical and practical implications were discussed with directions for future research suggested.
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