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CREATING EFFECTIVE COMMUNICATION BETWEEN TRAVEL INDUSTRY
SERVICE PROVIDERS AND DISABLED TRAVLERS
by
Marcia Ann Rubin
A Thesis Presented to the
FACULTY OF THE USC GRADUATE SCHOOL
UNIVERSITY OF SOUTHERN CALIFORNIA
In Partial Fulfillment of the
Requirements for the Degree
MASTER OF ARTS
(STRATEGIC PUBLIC RELATIONS)
May 2011
Copyright 2011 Marcia Ann Rubin
Object Description
| Title | Creating effective communication between travel industry service providers and disabled travelers |
| Author | Rubin, Marcia Ann |
| Author email | marciaru@usc.edu; mrubin76@gmail.com |
| Degree | Master of Arts |
| Document type | Thesis |
| Degree program | Strategic Public Relations |
| School | Annenberg School for Communication |
| Date defended/completed | 2011-04-01 |
| Date submitted | 2011 |
| Restricted until | Unrestricted |
| Date published | 2011-05-05 |
| Advisor (committee chair) | Floto, Jennifer |
| Advisor (committee member) |
Kotler, Jonathan Roth, Edward |
| Abstract | Background: The travel business is a multi-billion dollar industry, with a variety of niches and caterers to provide experiences for any type of travel interest. However, there are services within the industry common to many such as: transportation via plane travel and accommodation. Among the many categories of travelers, those with disabilities comprise a poorly and underserved group whose numbers are increasing. Airlines and hotels are consistently the two categories of service providers that neglect and inadequately serve their disabled customers.; Findings: Media coverage on this matter was sparse but very consistent. The matter of equal treatment for disabled travelers is beginning to gain attention. Laws relating to disability and travel have been updated to be more specific and enforcement, though increasing, is still not as stringent as it should be. Airlines and hotels have the opportunity to develop better customer service practices or face large fines as well as lose business.; Conclusion: Better communication with and service of disabled travelers would not be difficult and can increase profits. It will also, keep a company from large fines and public embarrassment. More effective communication between travel industry service providers, specifically airlines and hotels with disabled travelers can be achieved by planning and engagement. Two strategies encompass the necessary changes that need to be made; awareness training of staff members who deal with customers and having information about on-site amenities available when disabled travelers inquire about booking. |
| Keyword | internal communications; travel; disability; airline industry; hotel industry; wheelchair |
| Geographic subject (country) | USA |
| Coverage date | 2010 |
| Language | English |
| Part of collection | University of Southern California dissertations and theses |
| Publisher (of the original version) | University of Southern California |
| Place of publication (of the original version) | Los Angeles, California |
| Publisher (of the digital version) | University of Southern California. Libraries |
| Provenance | Electronically uploaded by the author |
| Type | texts |
| Legacy record ID | usctheses-m3908 |
| Rights | Rubin, Marcia Ann |
| Repository name | Libraries, University of Southern California |
| Repository address | Los Angeles, California |
| Repository email | http://www.usc.edu/isd/libraries/services/ask_a_librarian/email/ |
| Filename | etd-Rubin-4589 |
| Archival file | uscthesesreloadpub_Volume40/etd-Rubin-4589.pdf |
Description
| Title | Page 1 |
| Full text | CREATING EFFECTIVE COMMUNICATION BETWEEN TRAVEL INDUSTRY SERVICE PROVIDERS AND DISABLED TRAVLERS by Marcia Ann Rubin A Thesis Presented to the FACULTY OF THE USC GRADUATE SCHOOL UNIVERSITY OF SOUTHERN CALIFORNIA In Partial Fulfillment of the Requirements for the Degree MASTER OF ARTS (STRATEGIC PUBLIC RELATIONS) May 2011 Copyright 2011 Marcia Ann Rubin |
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