How does discrimination occur in hospitality and tourism services, and what shall we do? A critical literature review

Abstract

Purpose This study aims to critically review the research on the phenomenon of discrimination in hospitality and tourism services to identify the key thematic areas, scenarios, antecedents and consequences; to provide theoretical propositions for future research; and to propose practical strategies to reduce discrimination and to improve equality in the field. Design/methodology/approach This paper adopts the preferred reporting items for systematic reviews and meta-analyses guidelines to collect relevant academic work on discrimination in hospitality and tourism services from 1985 to 2020 and critically reviews and analyses the studies through bibliometric analysis, content analysis and critical analysis. Findings The findings show that the main sources of discrimination in hospitality and tourism services include sexism, racism, ethnocentrism, lookism and ego-altruism. Discrimination-related research has temporal and geographical variations. A research map is proposed to present existing knowledge of discrimination in hospitality and tourism services, which indicates that while the impacts (at the individual, organizational and institutional levels) of discrimination in hospitality and tourism services have been thoroughly researched, the nature and characteristics of the phenomenon remain context-based and poorly conceptualized. Practical implications An anti-discrimination guideline for hospitality and tourism practitioners is designed to cope with and eliminate discriminatory situations. This evidence-based guideline provides useful coping strategies based on the prevent–monitor–manage principle. Originality/value This paper is comprehensive in its scope, methodology and wide coverage of discrimination-related research in hospitality and tourism services. It is the first attempt to review this phenomenon in the existing literature and identifies the research gaps and future research agendas.

Religious, contextual and media influence: determinants of the representation of female tour guides in travel agencies

“…In this vein, Muslims consider Islam a comprehensive value system on which they depend to organize their life and work-related matters (Abeng, 1997). Accordingly, and even though the Quran and Sunnah instruct Muslims to avoid gender-based discrimination (Zhou et al , 2021; Metcalfe, 2008), the same two sources affirm that the man is his family’s breadwinner, which assumes that the woman is responsible for nurturing her children and caring for her family (Syed et al , 2014; Mousa, 2021a), Consequently, any contradiction between work responsibilities and familial obligations urges most Muslim working women to sacrifice their jobs and stay at home (Mousa et al , 2022). It is also worth highlighting that the society itself never forgives any shortcoming on the part of women in their commitments to their husband, parents and dependents.…”

“What it do?” The effects of racial code-switching on industry turnover intention

“…This calls for a reflection of racial code-switching at the society level. A top-down approach can minimize discrimination (Zhou et al , 2022). Echoing Fletcher (2014), we suggest that people in power must reflect on their relationship with others and avoid thinking “self-as-others.” Industry leaders should reform biased hiring processes, or practices that encourage culture conformity (Kang et al , 2016).…”

Polluted psyche: the effect of regional discrimination on tourists’ unethical behavior intention

“…Discrimination is defined as individuals being treated unfairly by others mainly because of their membership in a specific social group (Sue, 2003). Specifically, discrimination occurs when an individual is singled out and subjected to unfair treatment based on his/her race, gender, age or any other membership (Kite and Whitley, 2016;Zhou et al, 2022). Different from other related concepts, such as stereotypes and prejudice, which emphasize beliefs and attitudes toward a specific social group, the pivotal characteristic of discrimination's definition is its focus on behaviors against various stigmatized groups (Li et al, 2020;Pager and Shepherd, 2008).…”