USES OF HOSPITALITY AND LEISURE SERVICES: VOICES OF VISITORS WITH DISABILITIES

There are more than 40 million Americans with disabilities. If U.S. hospitality and leisure professionals are keen to attract customers with disabilities, then the particular services in line with the needs of those individuals have to be addressed, given the lack of clear actions toward the service delivery to individuals with disabilities. This study attempts to discover the issues pertaining to the perceptions of the services and facilities offered to visitors with disabilities. A total of three thousand questionnaires are distributed to visitors with disabilities. Cross-tabulations, chi-square, and ANOVA are deployed to determine the differences among visitors with different disabilities. Promotion strategies, suggestions regarding accessibility issues, and the benefits associated with a visit to various destinations are also presented.