Hearing Impaired Participants in Tourism
Preston, Marianna (2016)
Preston, Marianna
Lapin ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016120118510
https://urn.fi/URN:NBN:fi:amk-2016120118510
Tiivistelmä
This thesis analyses the conditions in tourism for the hearing impaired travellers. Recommendations for enhancing service value and product development are suggested according to the findings from the research part.
The scope of this study is limited to the hearing impaired travellers from or with experience in travelling in the EU region. For purposes of this thesis, product development is delimited by the research and ideation stages of experience design and does not attempt to propose a finalized product.
The analysis of the existing studies, legal amendments and standards provides necessary background information and creates the framework on which the research is constructed. Qualitative research methodology is used. The traveller interviews grant more insight into the hearing impaired customers‟ experiences and perceptions of travel and tourism service and experience offering, while the mystery shopping conducted mainly in Donauwörth, Germany, maps the accessibility of the service and experience offering.
The main results of the research show that the hearing impaired participants in tourism are at present not willing to buy already designed experience products. There are various reasons for this phenomenon. Firstly, the providers often misunderstand or do not recognize the needs and requirements of their hearing impaired clients. Secondly, the communication channels of the service and experience providers are not developed appropriately in order to support an effective information exchange with this target group. As a solution, the most important adjustments are suggested and examples of tourism products designed specifically for the public sector are introduced.
The scope of this study is limited to the hearing impaired travellers from or with experience in travelling in the EU region. For purposes of this thesis, product development is delimited by the research and ideation stages of experience design and does not attempt to propose a finalized product.
The analysis of the existing studies, legal amendments and standards provides necessary background information and creates the framework on which the research is constructed. Qualitative research methodology is used. The traveller interviews grant more insight into the hearing impaired customers‟ experiences and perceptions of travel and tourism service and experience offering, while the mystery shopping conducted mainly in Donauwörth, Germany, maps the accessibility of the service and experience offering.
The main results of the research show that the hearing impaired participants in tourism are at present not willing to buy already designed experience products. There are various reasons for this phenomenon. Firstly, the providers often misunderstand or do not recognize the needs and requirements of their hearing impaired clients. Secondly, the communication channels of the service and experience providers are not developed appropriately in order to support an effective information exchange with this target group. As a solution, the most important adjustments are suggested and examples of tourism products designed specifically for the public sector are introduced.