INCLUSIVE DEVELOPMENT MECHANISMS IN TOURISM ENTERPRISE MANAGEMENT WITHIN A TRANSFORMING EXPERIENCE ECONOMY

Abstract

The article investigates the mechanisms of inclusive development of tourism enterprise management in the context of the experience economy transformation. The study is driven by the significant increase in the number of persons with disabilities in Ukraine which transforms inclusive development from an ethical imperative into an urgent economic necessity for the tourism sector. The author substantiates an original definition of the barrier-free emotional space as a purposefully designed tourism service environment in which psychological, informational, and sensory barriers are eliminated through tools of emotional design, inclusive service, and experience personalization, thereby ensuring emotional comfort, positive impressions, and broad engagement of diverse consumer groups with the tourism product. The classical Pine and Gilmore model of four experience realms – entertainment, education, esthetics, and escapism – is adapted to inclusive management requirements, demonstrating how each realm can be purposefully redesigned to remove not only physical but also cognitive and sensory barriers for guests with diverse needs. Three interconnected inclusive development mechanisms are identified. The organizational-technological mechanism focuses on universal design principles and digital tools – AR/VR tours, beacon-based navigation, and IoT room management – to replace specialized services with models of autonomous experience consumption. It is proved that the effective implementation of organizational-technological mechanism requires public-private partnership as a strategic coordination instrument that synchronizes state infrastructure with private service innovation. The personnel-ethical mechanism is structured around a hierarchical model culminating in staff sensory sensitivity, transforming professional empathy into a measurable management competency and a core element of corporate culture. The marketing mechanism redesigns the inclusive Customer Journey Map to identify barrier points and build the sustained image of a radically hospitable enterprise.