장애인 관광객의 신체적 모습에 따른 여행 사슬 내 관광 서비스 실패 도출 - 주요 사건 기법(Critical Incident Technique)의 적용 - = Identifying Tourism Service Failures in the Travel Chain by the Types of the Disabled Tourists’ Embodiment: An Application of Critical Incident Technique

다국어 초록 (Multilingual Abstract)

Tourists with disabilities would have a high propensity of confronting service failures of human and non-human elements provided along the travel chain. This research was conducted, using the Critical Incident Technique, to extract service failures perceived by disabled tourists across the chain from the point of view of disabled tourists’ embodiment conditions and to systematically categorize them. Data were collected via individual or group interviews from 33 disabled tourists with diverse embodiment conditions. The Result revealed that 93 service failure cases mentioned by the informants could be grouped into six dimensions and 15 categories. Frequently mentioned service failures were associated with the ‘on-site experience’ stage. Structural conditions of the tourism environment, interactions with employees, and conditions of tourism products/services were the most busily mentioned dimensions. In addition different service failure dimensions were frequently mentioned by differently embodied tourists. Theoretical and practical implications were discussed for future research direction.

국문 초록 (Abstract)

장애인 관광자들은 여행사슬을 통해 제공되는 각종 인적․비인적 요소들의 서비스 실패에 직면할 가능성이 매우 높다. 이를 관광자의 신체적 모습 별로 고찰하는 것은 접근가능한 관광의 활성화를 위해 필수불가결한 과제이다. 본 연구는 주요 사건 기법을 활용하여 장애인 관광자들의 신체적 모습 별(예: 지체, 청각, 시각)로 인지하는 서비스 실패요인을 여행사슬 단계에 따라 도출하고 이를 체계적으로 분류할 목적으로 실행되었다. 이를 위해 다양한 신체적 모습을 가진 장애인 관광자 33명을 대상으로 개별 혹은 집단인터뷰를 실시하였다. 분석 결과 첫째, 응답자들이 언급한 서비스 실패 사례는 총 93건 이었으며 이는 6개 차원 15개 범주로 유형화되었다. 둘째, 서비스 실패 사례는 여행사슬 상 현지 경험 단계에서 가장 빈번하게 언급되었으며, 관광 환경의 구조적 여건, 종사자들과의 상호작용, 상품/서비스 여건 순으로 많이 언급되었다. 셋째, 각각의 신체적 모습에 따라 여행사슬 단계 별로 가장 빈번하게 언급된 서비스 실패 차원은 상이한 것으로 나타났다. 또한 이론적․실무적 시사점과 향후 연구방향에 대해 논의하였다.

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