TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY

Ol&#039;ga S. Glinskaya; Olga Gribovskaya

doi:10.29039/2409-6024-2026-14-5-554-564

UDC

364.01

VAK Russia

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TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY

Published in Russian Journal of Management · Pages 554–564 · Rubric: Practice of management

DOI: https://doi.org/10.29039/2409-6024-2026-14-5-554-564

Received: 22.06.2026 Accepted: 23.06.2026 Published: 29.06.2026

Authors

Ol'ga S. Glinskaya

Olga Gribovskaya

Ol'ga S. Glinskaya

Academic degree: doctor of economic sciences

Science rang: docent

Volgograd Cooperative Institute Professor · Department of "Economic Security and Information Technologies" · Russian Federation

Olga Gribovskaya

Kazanskiy kooperativnyy institut (filiala) Rossiyskogo universiteta kooperacii Russian Federation

ABSTRACT

This article examines the problem of the formation and systematization of tools for structuring inclusive services in the modern hospitality industry. The relevance of the study is due to the need to transform the business models of hotels and restaurants towards ensuring equal access for all categories of consumers, including people with disabilities and representatives of low-mobility groups of the population. The authors analyzed the existing approaches to the organization of an inclusive space and service, identifying the main barriers to their implementation. The paper offers an author's toolkit that combines technical, technological, organizational and regulatory elements. A model of an "Inclusive service Loop" is proposed, adapted for the HoReCa (hotel and restaurant business) sector, describing points of contact with special guests at all stages of service. The results of the study allow hospitality enterprises not only to fulfill their social mission, but also to increase their economic efficiency by developing new market segments. The study highlights that the structuring of inclusive services is systemic in nature and is based on the principles of universal design and customer orientation, which contributes o increasing the competitiveness of the national tourism product.

KEYWORDS

hospitality industry, inclusive services, universal design, service structuring, low mobility groups of the population, accessible environment, customer orientation, inclusive tourism

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This work is licensed under Creative Commons Attribution-NonCommercial 4.0 International

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Chief editor

Aleksandr Suglobov

a_suglobov@mail.ru

Deputy Editor-in-chief

Aleksey S. Mindrin

Publishing editor

Nadezhda Troitskaya

nn2209@mail.ru +7(915)259-03-86

This work is licensed under Creative Commons Attribution-NonCommercial 4.0 International Creative Commons

GOST

Glinskaya O. S., Gribovskaya O. S. TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY // Russian Journal of Management. 2026. no. 5. pp. 554-564. DOI: https://doi.org/10.29039/2409-6024-2026-14-5-554-564. (Date of access 07.09.2026).

MLA

Ol'ga S. Glinskaya, Gribovskaya O. S.. "TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY." Russian Journal of Management 14.5 (2026): 554-564. DOI: https://doi.org/10.29039/2409-6024-2026-14-5-554-564.

APA

Glinskaya O. S., Gribovskaya O. S. (2026). TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY. Russian Journal of Management, 14(5), 554-564. https://doi.org/10.29039/2409-6024-2026-14-5-554-564

Chicago

Ol'ga S. Glinskaya, Gribovskaya O. S.. "TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY." Russian Journal of Management 14, no. 5 (2026): 554-564. https://doi.org/10.29039/2409-6024-2026-14-5-554-564.

WIKI

{{cite journal | author = Glinskaya O. S., Gribovskaya O. S. | title = TOOLKIT FOR STRUCTURING INCLUSIVE SERVICES IN THE HOSPITALITY INDUSTRY | journal = Russian Journal of Management | year = 2026 | volume = 14 | issue = 5 | pages = 554-564 | doi = 10.29039/2409-6024-2026-14-5-554-564 }}

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