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.