AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts

Abstract

Purpose The purpose of this study is to critically reflect on visually impaired customers’ technology assistance needs and the perceptions of existing technologies’ performance in the contexts of hospitality and tourism. Design/methodology/approach Following a qualitative approach, this study used in-depth semistructured interviews with 19 participants with visual impairments. Findings Positive and negative sides of technology-assisted experiences in the hotel, restaurant, and travel domains were summarized, and room for improvement was discussed to enhance the quality of life and travel experience of visually impaired customers. Practical implications Findings from this study offer actionable implications and future directions to technicians and managers to make hospitality and travel experiences more inclusive. Originality/value This timely reflection addresses a critical situation by offering original ideas and calling for more discussion of under-represented groups with visual impairments.