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C2C co-creation of inclusive tourism experiences for customers with disability in a shared heritage context experience

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  • Monica Cerdan Chiscano
  • Simon Darcy

Abstract

This study explores customer-to-customer (C2C) social co-creation practices in tourism when customers with and without disability share a heritage service environment. Despite a growing prevalence of heritage- and disability-related research in the tourism literature, few scholars have examined the phenomena from the emergent customer-dominant logic (CDL) perspective. This study makes empirical use of the perceptions of customers with disabilities (CwD) in a recent process of co-creation of CDL within the context of heritage sites through qualitative ethnographic techniques, interviews and observation methods. A sample of 125 individuals with and without disabilities participated in the fieldwork. The objective was to identify C2C social practices that occur among CwD and their related value, leading to either inclusion or exclusion. The results reveal the importance of focusing on C2C co-creation opportunities which create a value outcome. This paper provides heritage managers with clear guidance for creating inclusive and enabling servicescapes.

Suggested Citation

  • Monica Cerdan Chiscano & Simon Darcy, 2021. "C2C co-creation of inclusive tourism experiences for customers with disability in a shared heritage context experience," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(21), pages 3072-3089, November.
    • Handle: RePEc:taf:rcitxx:v:24:y:2021:i:21:p:3072-3089
    DOI: 10.1080/13683500.2020.1863923
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