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dc.contributorUniversitat Ramon Llull. Facultat de Turisme i Direcció Hotelera Sant Ignasi
dc.creatorCerdan Chiscano, Monica
dc.creatorBinkhorst, Esther
dc.date.accessioned2020-07-06T14:57:03Z
dc.date.accessioned2024-07-19T07:43:50Z
dc.date.available2020-07-06T14:57:03Z
dc.date.available2024-07-19T07:43:50Z
dc.date.created2018-03
dc.date.issued2019-11
dc.identifier.urihttp://hdl.handle.net/20.500.14342/4355
dc.description.abstractPurpose: The purpose of this paper is to examine the effect of including customers with special needs in the design of cultural and heritage services before the actual experience takes place. Design/methodology/approach: Inclusive research through co-creation took place in the city of Barcelona, Spain, in 2017, comparing the effect of including (Route 2) or not including (Route 1) customers with visual and learning difficulties in the service design process of heritage walking routes. Findings: The results show that the most important encounter in the heritage site context is communication, although the usage and service touchpoints were also significant. In addition, results showed that the ideal encounter or touchpoint should take place before the stay. Originality/value:This paper contributes to learning about the designing of cultural and heritage experiences and including people with special needs in the service design process before the actual experience takes place.eng
dc.format.extent16 p.cat
dc.publisherEmerald Publishing Limitedcat
dc.relation.ispartofInternational Journal of Contemporary Hospitality Management, 2019, Vol. 31, Issue 11, p. 4211-4226cat
dc.rightsL'accés als continguts d'aquest document queda condicionat a l'acceptació de les condicions d'ús establertes per la següent llicència Creative Commons:http://creativecommons.org/licenses/by/4.0/
dc.rights© L'autor/a
dc.sourceRECERCAT (Dipòsit de la Recerca de Catalunya)
dc.titleHeritage sites experience design with special needs customerscat
dc.typeinfo:eu-repo/semantics/articlecat
dc.typeinfo:eu-repo/semantics/publishedVersioncat


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