款待
旅游
业务
服务(商务)
营销
背景(考古学)
服务交付框架
酒店业
实证研究
酒店管理学
服务提供商
公共关系
政治学
地理
哲学
法学
认识论
考古
作者
Faruk Seyitoğlu,Станислав Иванов
标识
DOI:10.1016/j.tourman.2022.104710
摘要
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.
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