Diversity and inclusion in hospitality and tourism: bridging the gap between employee and customer perspectives

Abstract

Purpose

This paper aims to provide a critical reflection on diversity and inclusion research from the hospitality and tourism literature.

Design/methodology/approach

Through conducting a critical reflection, this paper used a thematic analysis focused on integrating the scholarly literature that has developed separately: one focusing on the human resources perspective and another concentrating on customer behavior. This critical reflection bridges the gap between these two perspectives.

Findings

The authors develop and offer a research agenda for future research drawing from three areas ripe for future research: human resources management, diversity resistance and marketing. They focus on theory-driven research that has practical applications to make hospitality and tourism more inclusive for both the workforce and consumers.

Practical implications

Meaningful research must be translated into practice, and by addressing these research gaps, organizations can gain insights into diverse worker and customer experiences and create more effective diversity initiatives.

Originality/value

The current literature often lacks an integrated approach that bridges the gap between the two reviewed perspectives: the human resources management and marketing perspectives. A holistic understanding of diversity and inclusion is vital, as it recognizes the interconnectedness between employees and customers within the context of the hospitality and tourism sector is important for several reasons.

Citation

Madera, J.M., Yang, W., Wu, L., Ma, E.(J). and Xu, S.(T). (2023), "Diversity and inclusion in hospitality and tourism: bridging the gap between employee and customer perspectives", International Journal of Contemporary Hospitality Management, Vol. 35 No. 11, pp. 3972-3989. https://doi.org/10.1108/IJCHM-04-2023-0450