Service robots and perceived discrimination in tourism and hospitality

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Tarih

2023

Dergi Başlığı

Dergi ISSN

Cilt Başlığı

Yayıncı

ScienceDirect

Erişim Hakkı

info:eu-repo/semantics/closedAccess

Özet

This study explores the influences of the incorporation of service robots in the service delivery systems of tourism and hospitality companies on the perceived discrimination of tourists and tourism employees. In doing so, a conceptual framework is proposed to explain the relationships between robots-based service delivery systems in tourism and hospitality (e.g., fully robotised and mixed service delivery systems) and discrimination. This paper demonstrates that although service robots may be advantageous in eliminating/mitigating perceived discrimination (from employees to tourists, tourists to tourists, tourists to employees, employer/employee to employee), using robots can also create or aggravate perceived discrimination. Though this study is the first attempt on the subject and presents beneficial knowledge for tourism and hospitality service providers and service robot designers, future empirical studies could shed more light on the relationship between robots-based service delivery systems and discrimination in the tourism and hospitality context.

Açıklama

Anahtar Kelimeler

Discrimination; Indirect discrimination; Perceived discrimination; Service delivery system; Service robots; Tourism and hospitality

Kaynak

Tourism Management

WoS Q Değeri

Q1

Scopus Q Değeri

N/A

Cilt

Sayı

Künye

Seyitoğlu, F., & Ivanov, S. (2023). Service robots and perceived discrimination in tourism and hospitality. Tourism Management, 96, 104710.