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Keywords: Social relational model
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Journal Articles
International Journal of Contemporary Hospitality Management (2026) 38 (10): 3010–3031.
Published: 18 September 2026
... interviews were conducted with 13 PWDs and 10 hotel managers in Singapore. PWDs’ accounts were analyzed phenomenologically; managers’ accounts were analyzed through applied thematic analysis. Customer journey mapping was informed by the social relational model, embodiment theory and the capability approach...
Includes: Supplementary data
