Abstract
In the field of cultural tourism, museums have been pioneers in focusing on visitors with disabilities. They have used inclusive orientation to offer the kind of memorable and satisfying experiences that are so beneficial to a group at constant risk of social exclusion. Their task is made more difficult, however, by visitors’ perception of barriers to inclusion, and identification therefore becomes a priority at the strategic level. Based on this idea, the present study analyzes experiences from two tours of the CosmoCaixa Barcelona museum by 32 people with disabilities (PwD). The use of ethnographic techniques and post-experience interviews shows how, despite the legal framework in relation to people with disabilities, hospitality managers find it difficult to put this framework into practice and cater to the needs of this segment of the population. Two factors become particularly clear: the difficulties experienced by museum staff in identifying people with disability, and museum managers’ lack of training and knowledge of the wants and needs of people with disabilities. Academic and strategic recommendations for museum managers are provided at the end of the article.
Highlights
The concept of inclusion has become very important in the context of cultural tourism.Its scope means that inclusive organizations must be consumer-focused, and require a strategic orientation that allows them to manage diversity with equity and justice in a sustainable way [1].Contemporary customers no longer demand quality alone; increasingly, they demand social, emotional, and epistemological value [2] obliging organizations to be socially responsible, inclusive, and capable of offering satisfactory experiences [3]
As a result of our study, we found that, despite the legal framework of the Convention on the Rights of people with disabilities (PwD) [16], it is not easy for hospitality managers to put this framework into practice and cater to the needs of this segment of the population
CosmoCaixa is known for its endeavors in accessibility and inclusiveness
Summary
The concept of inclusion has become very important in the context of cultural tourism.Its scope means that inclusive organizations must be consumer-focused, and require a strategic orientation that allows them to manage diversity with equity and justice in a sustainable way [1].Contemporary customers no longer demand quality alone; increasingly, they demand social, emotional, and epistemological value [2] obliging organizations to be socially responsible, inclusive, and capable of offering satisfactory experiences [3]. As organizations that house collections of objects for inspection, study, and enjoyment [4] traditionally museums have invested in delivering value by individualizing relations and optimizing the experience irrespective of the customer [5]. Their modern-day recognition as organizations that carry out social work [6] has led them to focus on invisible groups such as people with disabilities [7]. As [9,10] point out, inclusive museum management requires going one step further, by strengthening the emotional dimension that characterizes this concept and offering the visitor vivid, unique, and memorable experiences [1]
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