| Since the 1990 s,with the promulgation of the Disability Rights Act and the rise of the disabled tourism market,the research on disabled tourism has been developed.China has the largest number of people with disabilities in the world,with 24.72 million people with physical disabilities alone.However,compared with foreign countries,domestic research on disability tourism is very scarce.As one of the three pillars of tourism,the hotel industry is an indispensable part of the travel process for the disabled.Among many types of hotels,the economic chain hotels are widely distributed in different regions with preferential prices,which are convenient and cost-effective choices for the disabled.At present,the negative attitude and inadequate reception of the staff of tourism service enterprises to the disabled customers are the objective problems in the development of barrier free tourism.The service willingness of the front desk staff of economic chain hotels to the disabled customers will reflect the supply status of tourism service enterprises from the side.Understanding the factors influencing the service willingness and carrying out targeted intervention will help to improve the service level of the disabled group Travel experience of the body.In this context,this paper takes the front desk staff of economy chain hotel as the research object,adopts the online questionnaire survey of target sampling to collect data,takes the theory of planned behavior as the model basis,and introduces the pleasant personality as the adjusting variable,establishes the structural equation model to verify;discusses the front desk staff’s attitude,subjective norms,perceived behavior control,pleasant personality and service quality The results are as follows: 1(1)The front desk staff’s attitude,subjective norm and perceived behavior control have significant positive effects on the willingness to serve physically disabled customers;(2)The agreeable personality of front desk staff in economy chain hotels plays a positive moderating role in the influence of attitude and perceived behavior control on the willingness to serve customers with physical disabilities.According to the above research conclusions,in order to better promote the development of barrier free service in economic chain hotels,suggestions are as follows: first,organize and carry out activities related to the theme of disability in hotels;second,create an atmosphere to encourage and support the disabled service;third,enhance the "confidence" of employees in serving the disabled;fourth,pay attention to the pleasant personality level of employees in management. |
