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.

本研究探讨了将服务机器人纳入旅游和酒店公司的服务交付系统对游客和旅游员工感知歧视的影响。为此，提出了一个概念框架来解释旅游业和酒店业中基于机器人的服务提供系统（例如，完全机器人化和混合服务提供系统）与歧视之间的关系。本文表明，虽然服务机器人可能有利于消除/减轻感知歧视（从雇员到游客、游客到游客、游客到雇员、雇主/雇员到雇员），但使用机器人也会产生或加剧感知歧视。