Building hotel supply chain readiness in Thailand: supply chain collaboration, staff training, and dynamic capabilities: a theoretical interpretation through accessible tourism and inclusive professional development
Year: 2026
Type: article
Study design: Observational Study
Abstract: The provision of accessible tourism services for all guests depends critically on the readiness of hotel staff and their supply chain partners to coordinate, adapt, and deliver inclusive experiences. Yet systematic frameworks for assessing and building this readiness remain limited in the Thai hospitality context. Drawing on a mixed-methods study of Thailand’s hotel supply chain (n = 200 survey respondents; n = 10 qualitative interviews across five stakeholder groups), this paper examines how Supply Chain Collaboration (SCC), Dynamic Capabilities (DC), and Hotel Supply Chain Readiness (SR) contribute to inclusive service delivery for guests with disabilities. Three qualitative themes are interpreted through an accessible tourism lens: (1) real-time information sharing as an accessibility coordination mechanism; (2) dynamic capability routines as the vehicle through which training capabilities that may support inclusive service delivery become embedded in hotel operations; and (3) service readiness as a co-created, network-level condition. Key quantitative indicators show that staff training (SR14.1, M = 4.13) and capability-building through training and hiring (DC11.4, M = 4.08) are the highest-performing readiness dimensions, while real-time partner coordination (DC10.1, M = 3.32, SD = 1.10) is the critical gap. The Hotel Readiness Assessment Partners (HRAP) platform is presented as a continuing-education tool enabling hotels to self-assess and develop staff capabilities for accessible service delivery. Findings carry implications for inclusive hospitality education, accessible tourism policy, and professional development for frontline hotel staff. Keywords: accessible tourism; inclusive hospitality; staff training; dynamic capabilities; supply chain readiness; hotel education; Thailand
DOI: 10.18282/hrms6078
Institution: Chulalongkorn University
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W7203720337