1
>cases
Eric Lipp started the Open Doors Organization (ODO) to help travelers with disabilities. In
order to get the attention of the travel and hospitality industries, and to effect changes
desired by people with disabilities, ODO undertook a major research project to estimate the
expenditures of persons with disabilities and the accommodations that would be necessary
to get them to travel more. Harris Interactive was chosen to field the multimethod survey.
This case describes the methodology and the effects of the first round of a multiphase
study. www.opendoorsnfp.org
>Abstract
>The Scenario
In the last decade, companies have expended training dollars to address numerous social
issues, including sexual harassment and diversity. In the hospitality industry, firms have been
less than enthusiastic about allocating budgets for training and other initiatives designed to
make adults with disabilities feel comfortable or welcomed. Providing the incentive for airlines,
hotels, cruise lines, and restaurants to take notice of this underappreciated and often invisible
market segment was one of the motivations behind the Adults with Disabilities: Travel and
Hospitality Study1 funded and coordinated by Open Doors Organization (ODO),2 a disability
access advocacy organization.
Eric Lipp, executive director of ODO, shares that the population of adults with disabilities
is growing. “Assuming incident rates by age remain as they are now3 , by 2030 nearly 24
percent of the total U.S. population will have a disability (and more than 15 percent will be
severely disabled).”4 Other studies contribute to our understanding of increasing disability
incidence as age of a population increases. As the U.S. population ages, more seniors are likely
to develop disabilities that limit or restrict movement or pose travel hurdles. Stroke caused by
cerebrovascular disease is the leading cause of disability among adults. Incidence of stroke in
the United States is estimated at 700,000 new cases per year.5
Little research had been done by companies on the disability travel market segment before
the ODO study. “We believe that fear [of the sensitivity of the issue],” explains Lipp, “keeps
companies from exploring the opportunities. But to get them to hear the opportunity, we’d have
to show them the numbers.” Francie Turk, volunteer study consultant and principal with
Consumer Connections, Inc., concludes, “The travel industry was interested, but they thought
it was politically incorrect to ask. But people, especially those who feel they haven’t been
heard, appreciate being asked for their ideas.” 6
“We wanted to provide evidence that it was a good financial investment to market to
adults with disabilities,” explains Lipp. “Only if companies understand the financial implications
will they invest in disability initiatives.” The ODO study had four objectives:
• Estimate the economic impact of the disability community on the travel industry.
• Measure the travel behaviors of adults with disabilities, including how often they
travel and with whom, how much they spend, and the sources of information on which
they rely.
• Determine how well the needs of adults with disabilities are being met by the travel
industry (including airlines, cruise lines, restaurants, and hotels).
• Quantify what services and products would encourage adults with disabilities to travel
more.
Open Doors: Extending Hospitality
to Travelers with Disabilities
Used with
permission of
Pamela S. Schindler
© 2004.
Business Research Methods, 14e/Schindler
2
Open Doors: Extending Hospitality to Travelers with DisabilitiesDoors
>The Research
“We decided to do a dual-modality survey and my responsibility was to find an organization
to assist ODO, as well as guide the process,” explains Turk. Using her network of contacts,
Turk narrowed the field of suppliers to three, eventually awarding the research contract to
Harris Interactive.7 “While Strategic Marketing, Inc. and Market Facts (now Synovate) are also
well-regarded research firms, Harris Interactive had experience surveying adults with disabilities;
that tipped the scale.”
To understand the disability community’s travel frustrations and experiences, ODO first
turned to adults with disabilities. “Many on the ODO staff have disabilities,” explains Lipp.
“From personal experience, we know that those with disabilities often stay home rather than
face the obstacles of restaurants, hotel rooms, and airplanes.” But Lipp also knew that while
ODO could be the voice for people with disabilities, the organization might not have the full
picture. Using the research expertise of volunteer Turk,8 ODO conducted its own focus groups.
Thirteen participants, all with disabilities, were involved in two group sessions held at ODO
headquarters. “We needed to flesh out the critical issues,” explains Turk. “But we also needed
to be sure we understood the right language to clarify those issues.”
ODO wanted buy-in from those organizations that already address disability issues and
those that could benefit from knowing the study’s findings, so it recruited representatives to
influence the questionnaire design. Lipp and Turk spoke with numerous executives from airlines,
hotels, and travel destinations like Disney to find out what they needed and wanted to know.
Then they formed a team to help develop the survey questions; it included Laura Light from
Harris Interactive, adults with disabilities, and individuals representing businesses in the
hospitality industry.
Through a series of conference calls and meetings, the survey was crafted. “At the
beginning we had far too many questions. The survey would have been far too long,” describes
Lipp. “Our focus was too broad,” contributes Turk. So they narrowed the focus to primarily
airlines and hotels, giving only cursory attention to restaurants and cruises. The resulting
edited questionnaire, after the initial draft by Harris Interactive and five revisions, would take
21 minutes to administer.9 (See Exhibit ODO-1.)
In terms of sampling, ODO narrowed its definition of an adult with a disability. “We wanted
the disability to be permanent, and we wanted to cover the full range of physically limiting
disabilities,” shares Turk. “But we didn’t want to include those with mental or emotional
disorders.” Harris Interactive identified an ‘adult with a disability’ participant by using a variation
of the 2000 U.S. Census questions. In the U.S. Census, a disability was defined as ‘blindness,
deafness, or a condition that substantially limits one or more basic physical activities such as
walking, climbing stairs, reaching, lifting, or carrying.’ (see Exhibit ODO-2).
In total, 1037 surveys were completed between September 23, 2002, and October 9, 2002;
534 were conducted online using the Harris Interactive online database and screening for
adults with disabilities, while 503 interviews were conducted by telephone. Some of the telephone
participants had previously participated in Harris Interactive studies and agreed to participate
in future polls related to disability issues.10 Harris Interactive regularly uses a hybrid
methodology involving phone and online participants. “People with disabilities are not all
reachable by phone or online; the nature of their disability will sometimes exclude one method
or another. It was important to use both to achieve a representative sample,” shares Laura
Light, research director at Harris Interactive on the ODO study.11 During analysis, Harris
Interactive addresses the dual methodologies by weighting the data using a proprietary weighting
process. “All Harris Interactive polls are weighted by demographics to ensure the sample is
representative. But with online studies, we use propensity weighting as well,” explains Light.
Online participants tend to be better-informed, so Harris Interactive uses responses to attitudinal
and behavioral questions to weight online participants’ responses compared to those of persons
they speak with by phone. Propensity weighting12 adjusts responses of an individual online
participant based on national data about that individual’s likelihood to be online.
Business Research Methods, 14e/Schindler
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Open Doors: Extending Hospitality to Travelers with Disabilities
Exhibit ODO-2: Census 2000 Questions on Disability Status
Census 2000 Questions
16. Does this person have any of the following long-lasting conditions:
a. Blindness, deafness, or a severe vision or hearing impairment?
b. A condition that substantially limits one or more basic physical activities such as walking, climbing stairs,
reaching, lifting, or carrying?
17. Because of a physical, mental, or emotional condition lasting 6 months or more, does this person have any
difficulty in doing any of the following activities:
a. Learning, remembering, or concentrating?
b. Dressing, bathing, or getting around inside the home?
c. (Answer if this person is 16 YEARS OLD or OVER) Going outside the home alone to shop or visit a
doctor’s office?
d. (Answer if this person is 16 YEARS OLD or OVER) Working at a job or business?
Source: U.S. Census Bureau, Census 2000 questionnaire.
The survey included a variety of question types, but some of the most challenging were
paired-comparison exercises. When developing paired-comparison scales, each item is paired
against each other item in a list, asking the participant to choose one from the pair on some
criterion. In two survey questions, to learn about accommodations made for or desired by
those with disabilities, Harris Interactive used its proprietary methodology COMPASS. For one
question a list of 17 possible disability-targeted accommodations for airlines was considered.
Among the possible airline accommodations were “attendants who do not call unnecessary
attention to my needs,” “accessible lavatory,” and “Braille safety cards.” (see Exhibit ODO-3
for all 17 accommodations.) To fully address a list of 17 items, the number of comparisons (136)
would be daunting, so COMPASS uses a computer program to reduce the number of pairs per
participant while still assessing all 136 pairs. “Each individual participant is asked to address a
portion of the full pair set. [See Exhibit ODO-4.13 ] COMPASS allows us to determine a ranking
within a very long list without taking extensive time from or wearing out the participant,” shares
Light. “Within the entire sample, we have the ability not only to rank the items on the list but
also measure the magnitude of difference between the items.” This one exercise required 150
seconds to complete online.
The study confirmed what ODO had been hearing anecdotally, and showed few differences
based on type of disability:
• The adults with disabilities travel segment is huge and likely to get much bigger.
• Hotels and airlines making accommodations for the segment could double their revenues.
• The Internet and referrals are powerful information resources for the segment.
Possibly most surprising among the findings was that the accommodations that travel industry
businesses need to make to attract those extra travel dollars aren’t necessarily the most costly
options. In the airline segment, the ranking of accommodation activities drawn from the pairedcomparison exercise revealed that adults with disabilities wanted (1) more accommodating
staff—those who understood their special needs, (2) guaranteed preferred seating for people
with disabilities—which most airlines have but don’t prominently promote, and (3) a designated
employee at check-in and arrival to handle issues related to disability-caused problems.
The Harris Interactive final report to ODO encompassed a 76-slide PowerPoint-driven oral
presentation with a significant number of charts and graphs and a 245-page written report
including 131 tables using demographic and lifestyle variables against target variables; these
were all indexed in the back of the report by page number.14
The next phase of ODO’s Adults with Disabilities: Travel and Hospitality Study began in
Business Research Methods, 14e/Schindler
4
2004. “We’re changing the focus, somewhat,” shares Turk, “looking much more at restaurants
and rental car companies.” ODO will also spend less time on identifying the accommodations
needed to attract travelers with disabilities. “We think we understand these issues well,”
explains Turk. What heads ODO’s agenda this time? “We want to discover how these adults
use the Internet [for travel information and reservations]. This time, we’re more interested in
judging whether those firms that enhanced training and made accommodations experienced a
boost in customer satisfaction and travel business.”
Open Doors: Extending Hospitality to Travelers with DisabilitiesDoors
*Accommodations are presented here in random order.
Exhibit ODO-3 Accommodations* Evaluated by Air Travelers with Disabilities
Accommodations
01 Wheelchair dro- off and pick-up at gate
02 More time to board or exit the plane
03 A “meet and assist” or escort service at the gate
04 Guaranteed preferred seating (for example, bulkhead or aisle seating)
05 One centralized phone number to call to make all of my arrangements
06 A designated airline employee at check-in and arrival who asks how he or she can help me
07 Increased sensitivity to my needs during security checks
08 Attendants who do not call unnecessary attention to my needs
09 Staff who go out of their way to accommodate my special needs
10 Use of airport wheelchair to get to the gate
11 Use of airport transfer chair (narrow chair) to get to my seat
12 Use of onboard wheelchair
13 Accessible lavatory
14 Oxygen available on board
15 Assistive hearing devices
16 Braille safety cards
17 Assistance dogs
Exhibit ODO-5 Paired Comparison Exercise with 17 Attributes
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
1
2 1
3 2 17
4 3 18 32
5 4 19 33 46
6 5 20 34 47 59
7 6 21 35 48 60 71
8 7 22 36 49 61 72 82
9 8 23 37 50 62 73 83 92
10 9 24 38 51 63 74 84 93 101
11 10 25 39 52 64 75 85 94 102 109
12 11 26 40 53 65 76 86 95 103 110 116
13 12 27 41 54 66 77 87 96 104 111 117 122
14 13 28 42 55 67 78 88 97 105 112 118 123 127
15 14 29 43 56 68 79 89 98 106 113 119 124 128 131
16 15 30 44 57 69 80 90 99 107 114 120 125 129 132 134
17 16 31 45 58 70 81 91 100 108 115 121 126 130 133 135 136
In a paired comparison, each participant is presented with two options and asked to indicate a preference between
the two on some criterion. If each item is compared to every other item, one individual doing a 17-item paired
comparison would be presented with 136 comparisons,1
an overwhelming task for any participant. Harris
Interactive’s COMPASS uses a computer program to generate all the pairings and then generate several sets, each
consisting of some of those pairings. Each participant is asked to address the pairs in only one set.2
For any
participant, the number of pairs in his or her set equals the number of attributes in the list.3
Also, within the set, the
participant will be exposed to each attribute at least twice. 4 COMPASS reduces the participant burden of the exercise
to a manageable level and significantly reduces the participant’s time doing the exercise. This increases their likely
completion of the exercise. Each individual pairing is asked of a subset of the sample of all participants in the
study.5 COMPASS generates enough sets so that all possible pairings are completed, while allowing overlap of
pairings between participants. For this 17-item COMPASS exercise, Harris Interactive would use 9 different sets of
paired comparisons with a minimum of 270 participants.
1
P = N!/[(N-2)!´ (2!)]
where P = the number of paired-comparisons
N = the number of items to be compared
Each pair is numbered in the chart, from 1 to 136.
2 An example of a set is represented by the green-shaded numbered boxes above. The set would comprise the following pairings:
2, 8, 18, 24, 33, 47, 65, 72, 82, 91, 102, 113, 117, 126, 127, 132, and 134.
3
In our example, as the number of attributes to be compared is 17, the number of pairings any one participant would address
would be 17.
4
Each attribute must appear at least twice in each set (minimum)
Pairing# 2 8 18 24 33 47 65 72 82 91 102 113 117 126 127 132 134
Attribute 1 9 2 10 3 4 5 6 7 7 9 10 11 12 13 14 15
Attribute 3 1 4 2 5 6 12 8 8 17 11 15 13 17 14 16 16
In our example, pairing 18 will expose the participant to attributes 2 and 4, while pairing 24 will expose the participant to
attributes 2 and 10. Nowhere else in the set will the participant be exposed to attribute 2. But he or she will see attribute 10 again
when presented with pairing 113 and attribute 4 aga in when presented with pairing 47.
5
In our example, pairing 102, which forces a choice between attribute 9 and attribute 11, would be asked of several participants,
keeping the minimum number of participants above 30.
5
Business Research Methods, 14e/Schindler
6
www.opendoorsnfp.org; www.harrisinteractive.com
1. How did ODO operationalize the definition of an adult with a disability? What
arguments could you make that the definition was too inclusive or too narrow?
2. Analyze the research design’s various components. Identify any potential problems
and explain the ramifications of these design issues. Identify potential strengths of
the design.
3. What is a hybrid (dual-modality) methodology? What are the pros and cons of the
hybrid methodology used in this study?
4. Francie Turk had no prior experience with researching Americans with disabilities.
Assume you have similar background; what would you have done in the exploratory
phase of this project to become familiar with the frustrations and hurdles that adults
with disabilities face when traveling? Compare your research process with what
ODO did. What could ODO have gained from incorporating your methods?
5. Brainstorm lists of potential hotel, restaurant, and rental car accommodations to be
evaluated for adults with disabilities and create your own paired-comparison question.
During a phone interview, how quickly could you cover this question? What are the
advantages and disadvantages to using this measurement scale in the phone survey
in comparison to using it in the online survey?
6. What are the management, research, and investigative questions driving the next
Adults with Disabilities: Travel and Hospitality Study?
1 Study was conducted between September 23, 2002, and October 9, 2002.
2 The Open Doors Organization (ODO), founded in 2000, is committed to ensuring that all persons with
disabilities have the same consumer opportunities as those without disabilities. ODO gives businesses the
information and tools it needs to succeed in the disability market. It conducts research, management and
employee training, and provides guidance to comply with the Americans with Disabilities Act. “Our
Commitment to the disability community,” Open Doors Organization, downloaded February 20, 2004
(http://www.opendoorsnfp.org/_wsn/page4.html).
3 Published by the Census Bureau in 2001 based on 1997 data.
4 Eric Lipp, executive director of the Open Doors Organization, interviewed by phone on March 5, 2004.
5 “Risk Factors/Epidemiology,” Webcasts and Articles, Stroke-TIA.org, downloaded March 5, 2004 (http://
stroke-tia.org/stroke-tia/programs.asp).
6 Francie Turk, principal, Consumer Connections, Inc., interviewed March 11, 2004.
7 Harris Interactive is a global market research and consulting firm, best known for The Harris Poll.7
It has
conducted the Survey of Americans with Disabilities, sponsored by the National Organization on Disabilities
(NOD) for many years. Headquartered in Rochester, New York., Harris Interactive combines proprietary
methodologies and technology with expertise in predictive, custom, and strategic research. “About Harris
Interactive,” downloaded March 10, 2004 (http://www.harrisinteractive.com/about/).
8 Francie Turk spent eight years in research with Kraft Foods before venturing out on her own. She earned her
MBA from Northwestern University.
9 Research Among Adults with Disabilities: Travel and Hospitality, final report prepared by Harris Interactive
for the Open Doors Organization, delivered January 2002.
10 “Sample and Methodology,” Research Among Adults with Disabilities: Travel and Hospitality. 11Laura Light, research director for public policy and public pelations, Harris Interactive, interviewed March
10, 2004.
12Propensity weighting is a proprietary methodology developed from Harris Interactive’s extensive experience
with online polling. It is based on a series of questions that address attitudinal and behavioral issues that
demonstrate how online participants are different from those contacted by another means. Harris Interactive,
downloaded March 10, 2003 (http://www.harrisinteractive.com/about/methodology.asp).
13 Steve Struhl, senior vice president with Harris Interactive, detailed the COMPASS methodology and helped
construct this exhibit.
14Research Among Adults with Disabilities: Travel and Hospitality.
>URLs
>Discussion
>Notes
Open Doors: Extending Hospitality to Travelers with Disabilities
Developed for Business Research Methods, 8/e. Used with permission of Pamela S. Schindler and Donald
R. Cooper. © 2004
>Source
Pg. 1 of 15
Project Manager: Laura Light
Email: [email protected]
Phone: 212-539-9710
Exhibit ODO-1 Online ODO Survey/ Harris Interactive
HARRIS INTERACTIVE INC. 111 Fifth Avenue
New York, New York 10003
J16972
July 25, 2002
J:16xxx16972 Open DoorsQnairej16972_online final.doc
OPEN DOORS
Field Period:
SUBJECTS FOR QUESTIONNAIRE
SECTION 200: SCREENER/DISABILITY QUESTIONS
SECTION 300: GENERAL TRAVEL
SECTION 400: AIRLINES
SECTION 500: CRUISE LINES AND RESTAURANTS
SECTION 700: HOTELS
SECTION 100: STANDARD DEMOGRAPHICS
Proprietary Questions Not To Be Released: TBD
Harris Interactive -approved Results Items: TBD
Harris Interactive -approved Soft Exit Items:
Place Time Stamps: Beginning of survey, end of survey
Number of Response Equivalents (REs):
Estimated Survey Duration:
Template: HI
[PROGRAMMER NOTE: PLEASE ENSURE THAT ALL MISSING DATA IS REPRESENTED IN
SPSS DATA SET AS OUT OF RANGE NEGATIVE NUMBERS]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 2 of 15
SECTION 200: SCREENER/DISABILITY QUESTIONS
BASE: ALL RESPONDENTS
Q200 We appreciate you taking the time to complete this survey. The survey has been designed to help
us better understand people’s travel, entertainment, and hospitality-related behaviors and experiences.
However, we are going to begin with a few questions about disability issues. These answers will help us to
ensure that we interview a broad range of people and will be kept completely confidential. Do you have
any of the following long-lasting conditions? 4 items x 10 sec. = 40 sec.
[RANDOMIZE]
1 Blindness or a serious vision impairment (not correctable by eyeglasses or contact lenses)
2 Deafness or a serious hearing impairment
3 A condition that substantially limits one or more basic physical activities, such as walking,
climbing stairs, reaching, lifting or carrying
4 A physical, mental, or emotional condition
that increases the difficulty of learning, remembering, or concentrating
[PROGRAMMER NOTE: IF Q200/4, SKIP TO END. OTHERS ASK Q205.]
BASE: HAS DISABILITY (Q200/1,2,3)
Q205 Would you describe your handicap, disability or health problem as slight, moderate, somewhat
severe, or very severe? 10 sec.
1 Slight
2 Moderate
3 Somewhat severe
4 Very severe
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 3 of 15
SECTION 300: GENERAL TRAVEL
BASE: HAS DISABILITY (Q200/1,2,3)
Q300 Now, we have a series of questions about your general entertainment and travel experiences. How
many trips have you taken in the past <I>2</I> years for business and for leisure? 20 sec.
[RANGE: 0-1,000]
1 Business / / / / /
2 Leisure / / / / /
[PROGRAMMER NOTE: IF Q300/1 GREATER THAN OR EQUAL TO 1 OR Q300/2 GREATER
THAN OR EQUAL TO 1, ASK Q315. OTHERS SKIP TO Q435.]
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q315 How did you book your last trip? 15 sec.
[RANDOMIZE]
1 On the Internet
2 On the phone with a travel agent
3 On the phone, directly with the airlines or hotels
4 In person with a travel agent
6 Other [ANCHOR]
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q320 Again, thinking about your last trip, how many people traveled with you, either children or adults?
15 sec.
[RANDOMIZE]
[RANGE: 0-90]
/ / /
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q325 On your last trip, how many nights were you away from home? 15 sec.
[RANGE: 1-30]
/ / / Nights
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 4 of 15
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q330 Also, on your last trip, approximately how much did you spend on…? 20 sec. X 6 items = 120
sec.
Q331
[RANDOMIZE; RANGE FOR EACH: 1-99,999]
1 Airfare / / / / / /
2 Car (for example, gas, tolls, rental) / / / / / /
3 Mass transit / / / / / /
4 Food and beverages / / / / / /
5 Accommodations (such as hotels, inns or motels) / / / / / /
6 Entertainment (for example, theater, concerts, museums, parks) / / / / / /
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q340 Which of the following statements best reflects how likely you are to share your personal travel
experiences with others? 20 sec.
1 I primarily share my travel experiences with others when the services and accommodations have
been <I>excellent</I>.
2 I primarily share my travel experiences with others when the services and accommodations have
been <I>poor</I>.
3 Regardless of the situation – excellent or poor, I am likely to share my travel experience with
others.
4 I rarely or never share my personal travel experience with others.
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q345 In general, when planning a trip, what are your best sources of information about which companies,
services and products are most accessible for people with disabilities? <I>Please check all that apply.</I>
20 sec.
[RANDOMIZE]
1 Friends and family
2 Travel agent
3 Travel brochures/magazines/newspapers
4 Television
5 Disability organizations or other community organizations
6 Internet
7 Previous experience
8 Other [ANCHOR]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 5 of 15
SECTION 400: AIRLINES
[PROGRAMMER NOTE: IF Q300/1 GREATER THAN OR EQUAL TO 1 OR Q300/2 GREATER
THAN OR EQUAL TO 1, ASK Q400. OTHERS SKIP TO Q435.]
BASE: HAS TAKEN A TRIP (Q300/1 GE 1 OR Q300/2 GE 1)
Q400 In the past <I>2</I> years, how many times have you flown on the following airlines? 5 sec x 8
items = 40 sec.
[RANDOMIZE]
[RANGE: 0-900, 999]
01 American |__|__|__|
02 Continental |__|__|__|
03 Delta |__|__|__|
04 Northwest |__|__|__|
05 Southwest |__|__|__|
06 United |__|__|__|
07 USAir |__|__|__|
96 Another airline not mentioned |__|__|__| [ANCHOR, SPECIFY AT Q405]
BASE: OTHER AIRLINES FLOWN IN PAST TWO YEARS (Q400/96 GE 1)
Q405 You mentioned that you had flown on other airlines besides the ones mentioned in the previous
question. Please specify which other airlines you have flown on in the past two years. 30 sec.
[TEXT BOX]
[PROGRAMMER NOTE: IF Q400/1-7 GREATER THAN OR EQUAL TO 1, ASK Q410. IF 400/1-7=0,
AND Q400/96 GE 1, ASK Q425. OTHERS SKIP TO Q435.]
BASE: HAS TRAVELED ON MAJOR US AIRLINE (Q400/1-7 GE 1)
Q410 Please rate your experience on each of these airlines on a scale of “1” to “7” with “1” representing
“terrible” and “7” representing “excellent” in terms of how well the airline accommodated your needs as a
person with a disability. 4 items x 10 sec. = 40 sec.
[PROGRAMMER NOTE: INSERT AIRLINE FROM Q400; DO NOT INCLUDE “OTHER” (Q400/96)]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 6 of 15
BASE: HAS TRAVELED ON AIRLINE (Q400/1-7,96 GE 1)
Q425 Which of the following special devices do you need when you travel? <I>Please check all that
apply.</I> 20 sec.
[RANDOMIZE]
1 Use of airport wheelchair to get to the gate
2 Use of airport transfer chair (narrow chair) to get to your seat
3 Use of onboard wheelchair
4 Accessible lavatory
5 Some type of meet and assist or escort service at the gate
6 Oxygen
7 Assistive hearing devices
8 Braille safety cards
9 Assistance dogs
97 None of these ANCHOR, E
BASE: HAS TRAVELED ON AIRLINE (Q400/1-7,96 GE 1)
Q430 When you travel, do you bring your own special devices and equipment, rent special devices and
equipment, or both? 15 sec.
1 I travel with my own special devices and equipment.
2 I rent special devices and equipment.
3 I both rent and bring my own special devices and equipment.
4 I do not need any special devices or equipment for my disability.
BASE: HAS DISABILITY (Q200/1,2,3)
Q435 We will now show you a pair of items, and we would like you to tell us which of the two items, if
either, would encourage you to fly more often. We would like you to select one of the items, even if you
have only a slight preference. However, if you truly do not have a preference between the two items,
please select “neither”.
Which of the following two items would encourage you to fly more often? [Note to Open Doors: This
question will utilize the Compass Method, allowing you to rank the items listed below.] 50 pairs X 3 sec.
= 150 sec.
[RANDOMIZE]
01 Wheelchair drop off and pick up at gate
02 More time to board or exit the plane
03 A “meet and assist” or escort service at the gate
04 Guaranteed preferred seating (for example, bulkhead or aisle seating)
05 One centralized phone number to call to make all of my arrangements
06 A designated airline employee at check-in and arrival who asks how he/she can help me
07 Increased sensitivity to my needs during security checks
08 Attendants who do not call unnecessary attention to my needs
09 Staff who go out of their way to accommodate my special needs
10 Use of airport wheelchair to get to the gate
11 Use of airport transfer chair (narrow chair) to get to my seat
12 Use of onboard wheelchair
13 Accessible lavatory
14 Oxygen available on board
15 Assistive hearing devices
16 Braille safety cards
17 Assistance dogs
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 7 of 15
BASE: HAS DISABILITY (Q200/1,2,3)
Q440 How many <b>more</b> flights do you think you would take in a given year if airlines were able to
accommodate all of your primary needs as a person with a disability? 15 sec.
[RANGE: 1-100]
/ / / /
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 8 of 15
SECTION 500: CRUISE LINES AND RESTAURANTS
BASE: HAS DISABILITY (Q200/1,2,3)
Q500 We would also like to understand your experiences with taking cruises. How many times have
you taken a cruise on the following cruise lines in the past <I>5</I> years? <I>Please check all that
apply.</I> 5 sec. X 8 items = 40 sec.
[RANGE: 0-900]
[RANDOMIZE]
01 Carnival Cruise Lines |__|__|__|
02 Celebrity Cruises |__|__|__|
03 Disney Cruise Lines |__|__|__|
04 Holland America |__|__|__|
05 Norwegian Cruise Lines |__|__|__|
06 Princess Cruises |__|__|__|
07 Royal Carribean |__|__|__|
96 Another cruise line not mentioned |__|__|__| [ANCHOR]
BASE: HAS TAKEN CRUISE IN PAST FIVE YEARS (Q500/1-7 GE 1)
Q505 Please rate your experience on each of these cruise lines on a scale of “1” to “7” with “1”
representing “terrible” and “7” representing “excellent” in terms of how well the cruise line accommodated
your needs as a person with a disability. 3 items x 10 sec. = 30 sec.
[PROGRAMMER NOTE: INSERT CRUISE LINE FROM Q500; DO NOT INCLUDE “OTHER”
(Q500/96)]
BASE: HAS TAKEN CRUISE IN PAST FIVE YEARS (Q500/1-7,96 GE 1)
Q510 On your last cruise, approximately how much did you spend, not including any added purchases
such as gifts or airline tickets to get to the cruise ship? <I>Please type in all nines or “999999” if you have
never taken a cruise or are not sure of the answer.</I> 15 sec.
[RANGE: $0-$999,000]
$/ / / / / / /
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 9 of 15
BASE: HAS DISABILITY (Q200/1,2,3)
Q515 The next series of questions focuses on your experiences going out to eat in restaurants, whether
at home or on vacation. How often in the past week have you eaten out at the following types of
restaurants? 15 sec. X 3 items = 45 sec.
[RANGE: 0-50,99]
1 Fast food restaurants like McDonald’s, Wendy’s, or Taco Bell / / /
2 Quick serve or chain restaurants like Denny’s, IHOP, or Bennigan’s / / /
3 More formal, sit-down restaurants / / /
BASE: HAS DISABILITY (Q200/1,2,3)
Q520 Thinking only about the last time you ate in each of the following types of restaurants,
approximately how much did you spend? 15 sec. X 3 items = 45 sec.
[RANGE: $0-$1000,9999]
1 Fast food restaurants like McDonald’s, Wendy’s, or Taco Bell $/ / / / /
2 Quick serve or chain restaurants like Denny’s, IHOP, or Bennigan’s $/ / / / /
3 More formal, sit-down restaurants $/ / / / /
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 10 of 15
SECTION 700: HOTELS
BASE: HAS DISABILITY (Q200/1,2,3)
Q700 We would now like to ask you a few questions about your accommodations while you are on
vacation. When you travel, where do you typically stay? 10 sec.
1 In a hotel, motel, or inn
2 With friends or family
3 Other
BASE: HAS DISABILITY (Q200/1,2,3)
Q705 How many times have you stayed at the following hotels, motels, or inns in the past two years? 5
sec x 16 items = 80 sec.
[RANDOMIZE]
[RANGE: 0-900, 999]
01 Best Western |__|__|__|
02 Days Inn |__|__|__|
03 Doubletree |__|__|__|
04 Embassy Suites |__|__|__|
05 Fairfield Inn |__|__|__|
06 Hilton |__|__|__|
07 Holiday Inn |__|__|__|
08 Homewood Suites |__|__|__|
09 Hyatt |__|__|__|
10 Marriott |__|__|__|
11 Marriott Courtyard/Renaissance/Residence |__|__|__|
12 Microtel |__|__|__|
13 Motel 6 |__|__|__|
14 Radisson |__|__|__|
15 Red Roof Inn |__|__|__|
96 Another hotel not mentioned |__|__|__| ANCHOR, SPECIFY AT Q710
BASE: OTHER HOTEL IN PAST 2 YEARS (Q705/96 GE 1)
Q710 You mentioned that you had stayed in other hotels besides the ones mentioned in the previous
question. Please specify which other hotels you have stayed in over the past two years. 30 sec.
[TEXT BOX]
[PROGRAMMER NOTE: IF Q705/1-15 GE 1, ASK Q715. OTHERS SKIP TO 720.]
BASE: HAS STAYED IN MAJOR HOTEL CHAIN IN PAST TWO YEARS (Q705/01-15 GE 1)
Q715 Please rate your experience on each of the following hotels on a scale of “1” to “7” with “1”
representing “terrible” and “7” representing “excellent” in terms of how well the hotel accommodated your
needs as a person with a disability. 8 items x 10 sec. = 80 sec.
[PROGRAMMER NOTE: INSERT HOTEL CHAIN FROM Q710, NOT INC. Q705/96]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 11 of 15
BASE: HAS DISABILITY (Q200/1,2,3)
Q720 We will now show you a pair of items, and we would like you to tell us which of the two items, if
either, would encourage you to stay in hotels more often. We would like you to select one of the items,
even if you have only a slight preference. However, if you truly do not have a preference between the two
items, please select “neither”.
Which of the following two items would encourage you to stay in hotels more often? [Note to Open Doors:
This question will utilize the Compass Method, allowing you to rank the items listed below.] 70 pairs X 3
sec. = 210 sec.
01 Non wheelchair accessible room
02 Wheelchair accessible room with roll-in shower
03 Wheelchair accessible room with bathtub
04 Portable tub/shower seat available
05 Wall mounted shower seat available
06 Room with grab bars only
07 Bed on open bed frame
08 Double bed room
09 Room close to entrance and transportation
10 Room close to hotel restaurants or food court
11 In room TTY
12 Visual alert system for doors, phone, and smoke detector
13 Captions on all television channels
14 Phone amplifier
15 Elevator access
16 Internet access in room
17 Room service
18 Lower shower heads
19 Lower closet shelves
20 Ramp access to entrances
21 Staff who do not call unnecessary attention to my needs
22 Staff who go out of their way to accommodate my special needs
23 A designated hotel employee at check-in who asks how he/she can help me
BASE: HAS DISABILITY (Q200/1,2,3)
Q725 In a given year, how many <b>more</b> times would you stay in a hotel if hotels were able to
accommodate all of your primary needs as a person with a disability? 15 sec.
[RANGE: 1-365]
/ / / /
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 12 of 15
SECTION 100: DEMOGRAPHICS
BASE: ALL RESPONDENTS
Q103 Are you…?
1 Male
2 Female
BASE: ALL RESPONDENTS
Q106 In what year were you born? <I>Please enter as a four-digit number, e.g., 1963.</I>
[RANGE: 1900-1988]
|__|__|__|__|
BASE: ALL RESPONDENTS
Q113 Excluding email, how many hours a week do you spend on the Internet or World Wide Web?
[RANGE: 0-168]
|_|_|_|
BASE: ALL RESPONDENTS
Q135 What is your marital status?
1 Married
2 Single, never married
3 Divorced
4 Separated
5 Widowed
6 Living with partner
BASE: ALL RESPONDENTS
Q138 Including you, how many adults (age 18 or over) live in your household?
[RANGE: 1-50]
|_|_|
BASE: ALL RESPONDENTS
Q141 How many children under the age of 18 live in your household?
[RANGE: 0-15]
|_|_|
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 13 of 15
BASE: ALL RESPONDENTS
Q146 What is the highest level of education you have completed or the highest degree you have received?
01 Less than high school
02 Completed some high school
03 High school graduate or equivalent (e.g., GED)
04 Completed some college, but no degree
70 Associate’s degree
05 College graduate (e.g., B.A., A.B., B.S.)
06 Completed some graduate school, but no degree
07 Completed graduate school (e.g., M.S., M.D., Ph.D.)
BASE: ALL RESPONDENTS
Q149 Which one of the following best describes your employment status?
[SINGLE RESPONSE]
[DO NOT ROTATE]
[PROGRAMMER NOTE: DISPLAY IN TWO COLUMNS, GOING DOWN.]
1 Employed full time
2 Employed part time
3 Self-employed
4 Not employed, but looking for work
5 Not employed and not looking for work
6 Retired
8 Student
9 Homemaker
BASE: ALL RESPONDENTS
Q157 Which of the following income categories best describes your total 2001 <U>household</U> income
before taxes?
[RIGHT JUSTIFY THE FOLLOWING: <P><font color=blue size=-1>Why do we ask this
question? <a ref=insert link 1 here>Click here</a>.</font> ]
01 Less than $15,000
02 $15,000 to $24,999
03 $25,000 to $34,999
04 $35,000 to $49,999
05 $50,000 to $74,999
06 $75,000 to $99,999
07 $100,000 to $124,999
08 $125,000 to $149,999
09 $150,000 to $199,999
10 $200,000 to $249,999
11 $250,000 or more
99 Decline to answer
BASE: ALL RESPONDENTS
Q160 In what state or territory do you currently reside?
[DROP DOWN MENU WITH CHOICES LISTED—SEE STANDARD RESPONS ES]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 14 of 15
BASE: ALL RESPONDENTS
Q163 What is your zip code? <I>Please enter only the first five digits.</I>
[PROGRAMMER NOTE: ALLOW ONLY 5 DIGIT, NUMERIC CODE.]
|__|__|__|__|__|
BASE: ALL RESPONDENTS
Q164 U.S. Region-Harris Interactive Definition (Does not appear on screen)
[PROGRAMMER NOTE: COMPUTE THE U.S. REGION FOR THE STATES USING THE
HARRIS INTERACTIVE DEFINITION.]
1 East
2 Midwest
3 South
4 West
5 Non-U.S. State
BASE: ALL RESPONDENTS
Q175 Are you of Hispanic origin, such as Latin American, Mexican, Puerto Rican, or Cuban?
[RIGHT JUSTIFY THE FOLLOWING: <P><font color=blue size=-1>Why do we ask these
questions? <a ref=insert link 4 here>Click here</a>.</font> ]
1 Yes, of Hispanic origin
2 No, not of Hispanic origin
9 Decline to answer
BASE: ALL RESPONDENTS
Q178 Do you consider yourself…?
[PROGRAMMER NOTE: DISPLAY IN TWO COLUMNS, GOING DOWN.]
01 White JUMP TO SWEEPSTAKES SECTION
02 Black JUMP TO SWEEPSTAKES SECTION
03 African American JUMP TO SWEEPSTAKES SECTION
04 Asian or Pacific Islander JUMP TO SWEEPSTAKES SECTION
05 Native American or Alaskan native JUMP TO SWEEPSTAKES SECTION
06 Mixed racial background JUMP TO Q180
96 Other race [SPECIFY AT Q179] ASK Q179
99 Decline to answer JUMP TO SWEEPSTAKES SECTION
BASE: OTHER RACE (Q178/96)
Q179 Please specify what race you consider yourself.
[TEXT BOX]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-1 Online ODO Survey/Harris Interactive (cont.) Pg. 15 of 15
BASE: MIXED RACIAL BACKGROUND RES PONDENTS (Q178/06)
Q180 You indicated that you consider yourself of a mixed racial background. With which of the following
racial groups do you most closely identify? <I>Please check all that apply.</I>
[MULTIPLE RESPONSE]
01 White
02 Black
03 African American
04 Asian or Pacific Islander
05 Native American or Alaskan native
96 Other race
99 Decline to answer E
BASE: ALL RESPONDENTS
Q99 Thank you page, sweepstakes and count of qualified complete
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 Telephone Survey Pg 1 of 16
HARRIS INTERACTIVE INC. Project Manager: Laura Light
111 Fifth Avenue Email: [email protected]
New York, New York 10003 Phone: 212-539-9710
J16972
August 29, 2002
J:16xxx16972 Open DoorsQnairej16972_telephone final.doc
OPEN DOORS
Field Period:
SUBJECTS FOR QUESTIONNAIRE
SECTION 400: SCREENER/DISABILITY QUESTIONS
SECTION 500: GENERAL TRAVEL
SECTION 600: AIRLINES
SECTION 700: CRUISE LINES AND RESTAURANTS
SECTION 800: HOTELS
SECTION 100: STANDARD DEMOGRAPHICS
[PROGRAMMER NOTE: PLEASE ENSURE THAT ALL MISSING DATA IS REPRESENTED IN
SPSS DATA SET AS OUT OF RANGE NEGATIVE NUMBERS]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive(cont.) Pg. 2 of 16
SECTION 400: SCREENER/DISABILITY QUESTIONS
BASE: ALL RESPONDENTS
Q400 Hello, I’m _____________ from The Harris Poll, a nationally known public opinion research firm.
We are conducting an important short survey on the topic of travel and entertainment experiences. It will
only take about 20 minutes of your time, and we think you will find it interesting. Let me assure you that
we are not trying to sell you anything. At no time will any of your answers be attributed to you or your
family in any way. May I continue?
1 Yes
2 No
BASE: ALL RESPONDENTS
Q405 We are going to begin with a few questions about disability issues. These answers will help us to
ensure that we interview a broad range of people and will be kept completely confidential. Do you or does
anyone aged 18 or older in your household have any of the following long-lasting conditions? (INT:
READ EACH ITEM. IF YES, ASK “IS THAT YOU OR SOMEONE ELSE”)
[RANDOMIZE]
1 2 3 8 9
You and Decline
Q406 You Someone else someone else Not sure to answer
1 Blindness or a serious vision impairment (that is not correctable by eyeglasses or contact lenses)
(CONTINUE TO Q410)
2 Deafness or a serious hearing impairment (CONTINUE TO Q410)
3 A condition that substantially limits one or more basic physical activities, such as walking,
climbing stairs, reaching, lifting or carrying (CONTINUE TO Q410)
4 A physical, mental, or emotional condition
that increases the difficulty of learning, remembering, or concentrating (THANK AND
TERMINATE)
9 Decline to answer (VOL) (THANK AND TERMINATE)
[PROGRAMMER NOTE: IF Q405/1-3 AND 406/1,3 CONTINUE. IF Q405/1-3 AND Q406/2, ASK
Q407. OTHERS THANK AND TERMINATE.]
BASE: ALL RESPONDENTS
Q407 May I please speak to the person in your household who has [PROGRAMMER NOTE: INSERT
ITEM FROM Q405/1-3 AND 406/2]?
1 Yes, will connect ASK Q400
2 Yes, call back SET UP CALL BACK
3 No THANK AND TERMINATE
BASE: HAS DISABILITY (Q405/1,2,3)
Q410 Would you describe your handicap, disability or health problem as: (INT: READ LIST)
1 Slight
2 Moderate
3 Somewhat severe
4 Very severe
8 Not sure (VOL)
9 Decline to answer (VOL)
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 3 of 16
SECTION 500: GENERAL TRAVEL
BASE: HAS DISABILITY (Q405/1,2,3)
Q500 Now, we have a series of questions about your general travel experiences. How many trips have
you taken in the past 2 years for business? (INT: RECORD WHOLE NUMBER FROM
0 TO 1000. DO NOT ACCEPT RANGE. RECORD 9998 FOR NOT SURE AND 9999 FOR DECLINE
TO ANSWER)
[RANGE: 1-1000, 9998, 9999]
[TEXT BOX] (IF GREATER OR EQUAL TO ONE CONTINUE TO Q515)
BASE: HAS DISABILITY (Q405/1,2,3)
Q505 And how many trips have you taken in the past 2 years for leisure? (INT: RECORD WHOLE
NUMBER FROM
0 TO 100. DO NOT ACCEPT RANGE. RECORD 998 FOR NOT SURE AND 999 FOR DECLINE TO
ANSWER)
[RANGE: 1-100, 998, 999]
[TEXT BOX] (IF GREATER OR EQUAL TO ONE CONTINUE TO Q515)
[INTERVIEWER NOTE: IF EQUAL TO ZERO IN Q500 AND Q505 SKIP TO Q635.]
BASE: HAS TAKEN A TRIP (Q500 GE 1 OR Q505 GE 1)
Q515 How did you book your last trip. Was it: (INT: READ LIST)
[RANDOMIZE]
1 On the Internet
2 On the phone with a travel agent
3 On the phone, directly with the airlines or hotels
4 In person with a travel agent
6 Other (VOL) [ANCHOR]
8 Not sure (VOL) [ANCHOR]
9 Decline to answer (VOL) [ANCHOR]
BASE: HAS TAKEN A TRIP (Q500 GE 1 OR Q505 GE 1)
Q520 Again, thinking about your last trip, how many people traveled with you, either children or adults?
(INT: RECORD WHOLE NUMBER BETWEEN 0 AND 90. DO NOT ACCEPT RANGE. RECORD 98
FOR NOT SURE AND 99 DECLINE TO ANSWER)
[RANGE: 0-90, 98, 99]
[TEXT BOX]
BASE: HAS TAKEN A TRIP (Q500/1 GE 1 OR Q500/2 GE 1)
Q525 On your last trip, how many nights were you away from home? (INT: RECORD WHOLE
NUMBER BETWEEN 1 AND 30. DO NOT ACCEPT RANGE. RECORD 98 FOR NOT SURE AND 99
FOR DECLINE TO ANSWER)
[RANGE: 1-30, 98, 99]
[TEXT BOX]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 4 of 16
BASE: HAS TAKEN A TRIP (Q500/1 GE 1 OR Q500/2 GE 1)
Q530 Also, on your last trip, approximately how much did you spend on…? (INT: READ EACH
ITEM. RECORD WHOLE NUMBER FOR EACH. DO NOT ACCEPT RANGE. RECORD 99,998
FOR NOT SURE AND 99,999 FOR DECLINE TO ANSWER)
Q531
[RANDOMIZE; RANGE FOR EACH: 1-99997, 99998, 99999]
1 Airfare [TEXT BOX]
2 Car (for example, gas, tolls, rental) [TEXT BOX]
3 Mass transit [TEXT BOX]
4 Food and beverages [TEXT BOX]
5 Accommodations (such as hotels, inns or motels) [TEXT BOX]
6 Entertainment (for example, theater, concerts, museums, parks) [TEXT BOX]
BASE: HAS TAKEN A TRIP (Q500 GE 1 OR Q505 GE 1)
Q540 Which of the following statements best reflects how likely you are to share your personal travel
experiences with others? (INT: READ LIST.)
1 You primarily share your travel experiences with others when the services and accommodations
have been excellent.
2 You primarily share your travel experiences with others when the services and accommodations
have been poor.
3 Regardless of the situation – excellent or poor, you are likely to share your travel experience with
others.
4 You rarely or never share your personal travel experience with others.
7 None of these (VOL)
8 Not sure (VOL)
9 Decline to answer (VOL)
BASE: HAS TAKEN A TRIP (Q500/1 GE 1 OR Q500/2 GE 1)
Q545 In general, when planning a trip, what are your best sources of information about which companies,
services and products are most accessible for people with disabilities? (INT: READ LIST)
[RANDOMIZE]
[MULTIPLE RESPONSE]
01 Friends and family
02 Travel agent
03 Travel brochures, magazines or newspapers
04 Television
05 Disability organizations or other community organizations
06 Internet
07 Previous experience
96 Other (VOL) [ANCHOR]
97 None of these (VOL) [ANCHOR], E
98 Not sure (VOL) [ANCHOR], E
99 Decline to answer (VOL) [ANCHOR], E
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 5 of 16
SECTION 600: AIRLINES
[PROGRAMMER NOTE: IF Q500 IS GREATER THAN OR EQUAL TO 1 OR Q505 IS GREATER
THAN OR EQUAL TO 1 ASK Q600. ALL OTHERS SKIP TO Q635.]
BASE: HAS TAKEN A TRIP (Q500/1 GE 1 OR Q500/2 GE 1)
Q600 In the past 2 years, how many times have you flown on the following airlines? (INT: READ EACH
ITEM. RECORD WHOLE NUMBER BETWEEN 0 AND 900 FOR EACH. DO NOT ACCEPT
RANGE. RECORD 998 FOR NOT SURE AND 999 FOR DECLINE TO ANSWER)
[RANDOMIZE]
[RANGE: 0-900, 998, 999]
01 American [TEXT BOX] (SKIP TO Q610)
02 Continental [TEXT BOX] (SKIP TO Q610)
03 Delta [TEXT BOX] (SKIP TO Q610)
04 Northwest [TEXT BOX] (SKIP TO Q610)
05 Southwest [TEXT BOX] (SKIP TO Q610)
06 United [TEXT BOX] (SKIP TO Q610)
07 USAir [TEXT BOX] (SKIP TO Q610)
96 Another airline not mentioned [TEXT BOX] (CONTINUE TO Q605)
[ANCHOR]
[PROGRAMMER NOTE: IF Q600/01,02,03,04,05,06 OR 07 ARE GREATER THAN OR EQUAL TO 1,
ASK Q610. ANOTHER AIRLINE NOT MENTIONED (Q600/96) GE 1, CONTINUE TO Q605.
OTHERS SKIP TO 635.]
BASE: MENTIONED OTHER AIRLINES FLOWN IN THE PAST 2 YEARS (Q600/96 GE 1)
Q605 You mentioned that you had flown on other airlines besides the ones mentioned in the previous
question. Which other airlines have you flown on in the past two years?
[TEXT BOX]
[PROGRAMMER NOTE: IF Q600/01,02,03,04,05,06 OR 07 ARE GREATER THAN OR EQUAL TO 1,
ASK Q610. OTHERS SKIP TO 635.]
BASE: HAS TRAVELED ON MAJOR US AIRLINE (Q600/01-07 GE 1)
Q610 Please rate your experience on each of these airlines on a scale of “1” to “7” with “1” representing
“terrible” and “7” representing “excellent” in terms of how well the airline accommodated your needs as a
person with a disability.
[INTERVIEWER NOTE: FOR EACH AIRLINE RATED (GAVE A NUMBER GREATER THAN
0) (Q600/01-07 NE 0) ASK Q610. INSERT AIRLINE FROM Q600; DO NOT INCLUDE
“OTHER” (Q600/96), NOT SURE (Q600/998), OR DECLINE TO ANSWER (Q600/999)]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 6 of 16
BASE: HAS TRAVELED BY PLANE (Q600/01-07, 96 GE 1)
Q625 Which of the following special devices do you need when you travel? (INT: READ LIST)
[RANDOMIZE]
[MULTIPLE RESPONSE]
01 Use of airport wheelchair to get to the gate
02 Use of airport transfer chair (narrow chair) to get to your seat
03 Use of onboard wheelchair
04 Accessible lavatory
05 Some type of meet and assist or escort service at the gate
06 Oxygen
07 Assistive hearing devices
08 Braille safety cards
09 Assistance dogs
97 None of these (VOL) [ANCHOR], E
98 Not sure (VOL) [ANCHOR], E
99 Decline to answer (VOL) [ANCHOR], E
BASE: HAS TRAVELED BY PLANE (Q610/01-07, 96 GE 1)
Q630 When you travel, do you bring your own special devices and equipment, rent special devices and
equipment, or both? (INT: READ LIST.)
1 You travel with your own special devices and equipment.
2 You rent special devices and equipment.
3 You both rent and bring your own special devices and equipment.
4 You do not need any special devices or equipment for your disability.
8 Not sure (VOL)
9 Decline to answer (VOL)
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 7 of 16
BASE: HAS A DISABILITY (Q405/1,2,3)
Q635 I am now going to read to you a pair of items, and I would like you to tell me which of the two
items would encourage you to fly more often. I would like you to select one of the items, even if you have
only a slight preference. However, if you truly do not have a preference between the two items, please say
neither. Between these two items, which would encourage you to fly more often, [ITEM] OR [ITEM]?…
How about [ITEM] OR [ITEM]…?
[PROGRAMMER NOTE: RANDOMIZE THE PAIRS THAT APPEAR TOGETHER]
[RANDOMIZE]
Q636
01 Wheelchair drop off and pick up at gate
02 More time to board or exit the plane
03 A “meet and assist” or escort service at the gate
04 Guaranteed preferred seating (for example, bulkhead or aisle seating)
05 One centralized phone number to call to make all of your arrangements
06 A designated airline employee at check-in and arrival who asks how he/she can help you
07 Increased sensitivity to your needs during security checks
08 Attendants who do not call unnecessary attention to your needs
09 Staff who go out of their way to accommodate your special needs
10 Use of airport wheelchair to get to the gate
11 Use of airport transfer chair (narrow chair) to get to your seat
12 Use of onboard wheelchair
13 Accessible lavatory
14 Oxygen available on board
15 Assistive hearing devices
16 Braille safety cards
17 Assistance dogs
[PROGRAMMER NOTE: EXAMPLE OF ARRANGEMENT]
Q637 Between these two items, which would encourage you to fly more often, [ITEM] OR [ITEM].
1 Oxygen available on board
2 Braille safety cards
3 Either (VOL)
8 Not sure (VOL)
9 Decline to answer (VOL)
BASE: HAS A DISABILITY (Q405/1,2,3)
Q645 How many more flights do you think you would take in a given year if airlines were able to
accommodate all of your primary needs as a person with a disability? (INT: RECORD WHOLE
NUMBER BETWEEN 1 AND 100. DO NOT ACCEPT RANGE. RECORD 998 FOR NOT SURE AND
999 FOR DECLINE TO ANSWER)
[RANGE: 1-100, 998, 999]
[TEXT BOX]
BusinessResearch Methods, 14e/Schindler
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Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 8 of 16
SECTION 700: CRUISE LINES AND RESTAURANTS
BASE: HAS A DISABILITY (Q405/1,2,3)
Q700 We would also like to understand your experiences with taking cruises. How many times have
you taken a cruise on the following cruise lines in the past 5 years? (INT: READ LIST. RECORD
WHOLE NUMBER BETWEEN 0 AND 900 FOR EACH. DO NOT ACCEPT RANGE. RECORD 998
FOR NOT SURE AND 999 FOR DECLINE TO ANSWER.)
01 Carnival Cruise Lines [TEXT BOX]
02 Celebrity Cruises [TEXT BOX]
03 Disney Cruise Lines [TEXT BOX]
04 Holland America [TEXT BOX]
05 Norwegian Cruise Lines [TEXT BOX]
06 Princess Cruises [TEXT BOX]
07 Royal Caribbean [TEXT BOX]
08 Another cruise line not mentioned [TEXT BOX] [ANCHOR]
BASE: HAS TRAVELED ON MAJOR CRUISE LINE IN PAST FIVE YEARS (Q700/01-07 GE 1)
Q705 Please rate your experience on each of these cruise lines on a scale of “1” to “7” with “1”
representing “terrible” and “7” representing “excellent” in terms of how well the cruise line accommodated
your needs as a person with a disability.
[TEXT BOX]
[INTEVIEWER NOTE: FOR EACH CRUISE LINE TRAVELED ON (GAVE NUMBER GREATER
THAN 0) (Q700/01-07 GE 1) ASK 705. INSERT CRUISE LINE FROM Q700; DO NOT INCLUDE
ANOTHER CRUISE LINE (Q700/96), NOT SURE (Q700/998), OR DECLINE TO ANSWER
(Q700/999)]
BASE: HAS TAKEN A CRUISE IN THE PAST 5 YEARS (Q500/01-07 GE 1)
Q710 On your last cruise, approximately how much did you spend, not including any added purchases
such as gifts or airline tickets to get to the cruise ship? (INT: RECORD WHOLE NUMBER BETWEEN $0
AND $999,000, DO NOT ACCEPT RANGE. RECORD 999998 FOR NOT SURE AND 999999 FOR
DECLINE TO ANSWER)
[RANGE: $0 – $999,000, 999998, 999999]
[TEXT BOX]
BASE: HAS A DISABILITY (Q405/1,2,3)
Q715 The next series of questions focuses on your experiences going out to eat in restaurants, whether at
home or on vacation. How often in the past week have you eaten out at the following types of restaurants?
(INT: READ LIST. RECORD WHOLE NUMBER BETWEEN 0 AND 50 FOR EACH RESPONSE, DO
NOT ACCEPT RANGE. RECORD 98 FOR NOT SURE AND 99 FOR DECLINE TO ANSWER).
[RANGE: 0-50, 98, 99]
1 Fast food restaurants like McDonald’s, Wendy’s, or Taco Bell [TEXT BOX]
2 Quick serve or chain restaurants like Denny’s, IHOP, or Bennigan’s [TEXT BOX]
3 More formal, sit-down restaurants [TEXT BOX]
BusinessResearch Methods, 14e/Schindler
29
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 9 of 16
BASE: HAS A DISABILITY (Q405/1,2,3)
Q720 Thinking only about the last time you ate in each of the following types of restaurants,
approximately how much did you spend? (INT: READ LIST. RECORD WHOLE NUMBER BETWEEN
$0 AND $1,000 FOR EACH RESPONSE, DO NOT ACCEPT RANGE. RECORD 9998 FOR NOT
SURE AND 9999 FOR DECLINE TO ANSWER).
[RANGE: $0-$1,000, 9998, 9999]
1 Fast food restaurants like McDonald’s, Wendy’s, or Taco Bell [TEXT BOX]
2 Quick serve or chain restaurants like Denny’s, IHOP, or Bennigan’s [TEXT BOX]
3 More formal, sit-down restaurants [TEXT BOX]
BusinessResearch Methods, 14e/Schindler 30
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 10 of 16
SECTION 800: HOTELS
BASE: HAS DISABILITY (Q405/1,2,3)
Q800 We would now like to ask you a few questions about your accommodations while you are on
vacation. When you travel, where do you typically stay? (INT: READ LIST. RECORD ONLY ONE
RESPONSE)
1 In a hotel, motel, or inn (CONTINUE TO Q805)
2 With friends or family (SKIP TO Q840)
6 Other (SKIP TO Q840)
8 Not sure (VOL) (SKIP TO Q840)
9 Decline to answer (VOL) (SKIP TO Q840)
BASE: HAS DISABILITY (Q405/1,2,3)
Q805 How many times have you stayed at the following hotels, motels, or inns in the past two years?
(INT: READ LIST. RECORD WHOLE NUMBER FOR EACH. RECORD 998 FOR NOT SURE AND
999 FOR DECLINE TO ANSWER.)
[RANDOMIZE]
[RANGE: 0-900, 998, 999]
01 Best Western [TEXT BOX]
02 Days Inn [TEXT BOX]
03 Doubletree [TEXT BOX]
04 Embassy Suites [TEXT BOX]
05 Fairfield Inn [TEXT BOX]
06 Hilton [TEXT BOX]
07 Holiday Inn [TEXT BOX]
08 Homewood Suites [TEXT BOX]
09 Hyatt [TEXT BOX]
10 Marriott [TEXT BOX]
11 Marriott Courtyard/Renaissance/Residence [TEXT BOX]
12 Microtel [TEXT BOX]
13 Motel 6 [TEXT BOX]
14 Radisson [TEXT BOX]
15 Red Roof Inn [TEXT BOX]
96 Another hotel not mentioned [TEXT BOX] [ANCHOR] (SPECIFY AT Q810)
[PROGRAMMER NOTE: IF Q 805/01-15 GE 1 ASK Q815. IF Q805/96 ASK Q810. ALL OTHERS
SKIP TO Q820.]
BASE: OTHER HOTEL IN PAST 2 YEARS (Q805/96 GE 1)
Q810 You mentioned you had stayed in other hotels besides the ones mentioned in the previous
question. Please specify which other hotels you have stayed in over the past two years.
[TEXT BOX]
[PROGRAMMER NOTE: IF Q800/01-15 GE 1, ASK Q815. OTHERS SKIP TO 820.]
BASE: HAS STAYED IN HOTEL CHAIN (Q805/01-15 GE 1)
Q815 Please rate your experience on each of the following hotels on a scale of “1” to “7” with “1”
representing “terrible” and “7” representing “excellent” in terms of how well the hotel accommodated your
needs as a person with a disability.
BusinessResearch Methods, 14e/Schindler 31
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 11 of 16
[INTEVIEWER NOTE: INSERT HOTEL CHAIN FROM Q805, NOT INCLUDING Q805/96]. FOR
EACH HOTEL RATED (GA VE A NUMBER GREATER THAN 0) (Q800/01-13 GE 1) ASK Q710. DO
NOT INCLUDE NOT SURE (Q805/998), OR DECLINE TO ANSWER (Q805/999)]
BASE: HAS A DISABILITY (Q405/1,2,3)
Q820 Now I would like to read to you a pair of items, and I would like you to tell me, if you were
guaranteed to receive one of the items listed, which item would encourage you to stay in hotels more often.
I would like you to select one of the items, even if you have only a slight preference. However, if you truly
do not have a preference between the two items, please say neither. Choosing between [ITEM] OR
[ITEM], which would encourage you to stay in hotels more often?…How about [ITEM] OR [ITEM]…?
[PROGRAMMER NOTE: RANDOMIZE THE PAIRS THAT APPEAR TOGETHER]
[RANDOMIZE]
Q825
01 Non wheelchair accessible room
02 Wheelchair accessible room with roll-in shower
03 Wheelchair accessible room with bathtub
04 Portable tub/shower seat available
05 Wall mounted shower seat available
06 Room with grab bars only
07 Bed on open bed frame
08 Double bed room
09 Room close to entrance and transportation
10 Room close to hotel restaurants or food court
11 In room TTY
12 Visual alert system for doors, phone, and smoke detector
13 Captions on all television channels
14 Phone amplifier
15 Elevator access
16 Internet access in room
17 Room service
18 Lower shower heads
19 Lower closet shelves
20 Ramp access to entrances
21 Staff who do not call unnecessary attention to your needs
22 Staff who go out of their way to accommodate your special needs
23 A designated hotel employee at check-in who asks how he/she can help you
[PROGRAMMER NOTE: EXAMPLE OF HOW QUESTIONS CAN BE PAIRED FOR
INTERVIEWER TO READ]
Q837
1 Ramp access to entrance
2 Staff who do not call unnecessary attention to my needs
3 Either (VOL)
8 Not sure (VOL)
9 Decline to answer (VOL)
BusinessResearch Methods, 14e/Schindler 32
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 12 of 16
BASE: HAS DISABILITY (Q405/1,2,3)
Q840 In a given year, how many more times would you stay in a hotel if hotels were able to
accommodate all of your primary needs as a person with a disability? (INT: RECORD WHOLE NUMBER
BETWEEN 1 AND 365. DO NOT ACCEPT RANGE. RECORD 998 FOR NOT SURE AND 999 FOR
DECLINE TO ANSWER)
[RANGE: 1-365, 998, 999]
[TEXT BOX]
BusinessResearch Methods, 14e/Schindler 33
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 13 of 16
SECTION 100: DEMOGRAPHICS
BASE: ALL RESPONDENTS
Q100 Record gender (INT: DO NOT ASK)
1 Male
2 Female
BASE: ALL RESPONDENTS
Q105 Now I have a few questions for classification purposes. We don’t mean to pry, but we need to know
some things about you in order to compare your opinions with others. In what year were you born? (INT:
RECORD FOUR-DIGIT YEAR. RECORD YEAR FROM 1900-1986. RECORD 999 FOR DECLINE
TO ANSWER.)
[TEXT BOX]
BASE: ALL RESPONDENTS
Q110 What is your marital status? Are you: (INT: READ LIST. RECORD ONLY ONE RESPONSE)
01 Married
02 Single, never married
03 Divorced
04 Separated
05 Widowed
06 Living with partner
09 Decline to answer (VOL)
BASE: ALL RESPONDENTS
Q115 Including you, how many adults (age 18 or over) live in your household? (INT: RECORD
WHOLD NUMBER FROM 1 TO 50. DO NOT ACCEPT RANGE. RECORD 99 FOR DECLINE TO
ANSWER.)
[RANGE 1-50, 99]
[TEXT BOX]
BASE: ALL RESPONDENTS
Q120 How many children under the age of 18 live in your household? (INT: RECORD WHOLD
NUMBER FROM 0 TO 15. DO NOT ACCEPT RANGE. RECORD 99 FOR DECLINE TO A NSWER.)
[RANGE 0-15, 99]
[TEXT BOX]
BusinessResearch Methods, 14e/Schindler 34
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 14 of 16
BASE: ALL RESPONDENTS
Q125 What is the highest level of education you have completed or the highest degree you have received?
(INT: READ LIST. RECORD ONE RESPONSE ONLY)
01 Less than high school
02 Completed some high school
03 High school graduate or equivalent (e.g., GED)
04 Completed some college, but no degree
05 Associate’s degree
06 College graduate (e.g., B.A., A.B., B.S.)
07 Completed some graduate school, but no degree
08 Completed graduate school (e.g., M.S., M.D., Ph.D.)
99 Decline to answer (VOL)
BASE: ALL RESPONDENTS
Q130 Which of the following best describes your employment status? (INT: READ LIST.)
01 Employed full time
02 Employed part time
03 Self-employed
04 Not employed, but looking for work
05 Not employed and not looking for work
06 Retired
07 Student
08 Homemaker
99 Decline to answer (VOL)
BASE: ALL RESPONDENTS
Q135 Which of the following income categories best describes your total 2001 household income before
taxes?: (INT: READ LIST. RECORD ONLY ONE RESPONSE)
01 Less than $15,000
02 $15,000 to less than $24,999
03 $25,000 to less than $34,999
04 $35,000 to less than $49,999
05 $50,000 to less than $74,999
06 $75,000 to less than $99,999
07 $100,000 to less than $124,999
08 $125,000 to less than $149,999
09 $150,000 to less than $199,999
10 $200,000 to less than $249,999
11 $250,000 or more
99 Decline to answer (VOL)
BusinessResearch Methods, 14e/Schindler 35
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 15 of 16
BASE: ALL RESPONDENTS
Q140 (INT: DO NOT READ) Record region from sample using the Harris Interactive definition.
[PROGRAMMER NOTE: COMPUTE THE U.S. REGION FOR THE STATES USING THE HARRIS
INTERACTIVE DEFINITION]
1 East
2 Midwest
3 South
4 West
5 NON-U.S. STATE
[PROGRAMMER NOTE: COLLECT ZIP CODE AND STATE DATA FROM SAMPLE PROFILE]
BASE: ALL RESPONDENTS
Q145 Are you of Hispanic origin, such as Latin American, Mexican, Puerto Rican, or Cuban?
1 Yes, of Hispanic origin
2 No, not of Hispanic origin
9 Decline to answer (VOL)
BASE: ALL RESPONDENTS
Q150 Do you consider yourself: (INT: READ LI ST)
01 White
02 Black
03 African American
04 Asian or Pacific Islander
05 Native American or Alaskan native
06 Mixed racial background (VOL) [SKIP TO Q160]
96 Other race (VOL) [SKIP TO Q155]
99 Decline to answer (VOL)
BASE: OTHER RACE (Q150/6)
Q155 What race do you consider yourself?
[TEXT BOX]
BASE: MIXED RACIAL BACKGROUND RESPONDENTS (Q150/06)
Q160 You indicated that you consider yourself of a mixed racial background. With which of the following
racial groups do you most closely identify?
[MULTIPLE RESPONSE]
01 White
02 Black
03 African American
04 Asian or Pacific Islander
05 Native American or Alaskan native
96 Other race (VOL)
99 Decline to answer (VOL)
BusinessResearch Methods, 14e/Schindler 36
Exhibit ODO-2 ODO Telephone Survey/Harris Interactive (cont.) Pg. 16 of 16
BASE: ALL RESPONDENTS
Q99 That concludes the survey. Thank you for your perspective and for participating in this Harris Poll.
Your opinion really counts!
BusinessResearch Methods, 14e/Schindler 37