Service robots and perceived discrimination in tourism and hospitality

dc.authorid0000-0002-7859-6006en_US
dc.contributor.authorSeyitoğlu, Faruk
dc.contributor.authorIvanov, Stanislav
dc.date.accessioned2023-01-18T07:46:21Z
dc.date.available2023-01-18T07:46:21Z
dc.date.issued2023en_US
dc.departmentMAÜ, Fakülteler, Turizm Fakültesi, Turizm Rehberliği Bölümüen_US
dc.description.abstractThis 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.en_US
dc.identifier.citationSeyitoğlu, F., & Ivanov, S. (2023). Service robots and perceived discrimination in tourism and hospitality. Tourism Management, 96, 104710.en_US
dc.identifier.doi10.1016/j.tourman.2022.104710en_US
dc.identifier.scopus2-s2.0-85144762429en_US
dc.identifier.scopusqualityN/Aen_US
dc.identifier.urihttps://doi.org/10.1016/j.tourman.2022.104710
dc.identifier.urihttps://www.scopus.com/record/display.uri?eid=2-s2.0-85144762429&origin=SingleRecordEmailAlert&dgcid=raven_sc_affil_en_us_email&txGid=485001b097e300201d01f5ef73b9b0e8
dc.identifier.urihttps://hdl.handle.net/20.500.12514/3340
dc.identifier.wosWOS:000904748700003en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherScienceDirecten_US
dc.relation.ispartofTourism Managementen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectDiscrimination; Indirect discrimination; Perceived discrimination; Service delivery system; Service robots; Tourism and hospitalityen_US
dc.titleService robots and perceived discrimination in tourism and hospitalityen_US
dc.typeArticleen_US

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