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

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.

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.

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.

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.

The purpose of this study is to develop a theory that explains how organizations can create a more inclusive atmosphere on the individual, organizational and societal levels. The consequences of an inclusive environment were subsequently developed and explored.

Constructivist grounded theory methods were used to collect and analyze data from interviews with 20 hotel executives and their company websites.

The findings of this study produced a theoretical framework for inclusion in hotel leadership, leadership inclusion theory (LIT). The LIT states organizations must address individual differences, organizational policies and culture and societal norms to develop an inclusive environment. Equity follows inclusion as the value for individual differences makes equitable treatment easier. Finally, diversity increases through increased inclusion and equity.

The LIT describes steps for managers to take to develop an inclusive environment, establish equitable practices and increase diversity within an organization.

The LIT highlights several unintended exclusion practices and generational attitudes that are common among organizations. By making conscious efforts, managers can take deliberate actions to establish a perceived environment of equality.

The LIT is a seminal theory-building effort grounded in hospitality. It explains the when and why of several phenomena related to inequality in the hotel industry and how to overcome such imbalances.

This study aims to examine the scientific publications related to leadership research in hospitality from 2000 to 2021 by conducting a systematic review (qualitative) and to discuss implications for future research.

For the qualitative approach, the authors conduct an in-depth critique of major leadership theories using 167 articles indexed in the Web of Science Core Collection.

The findings show that transformational leadership, leader–member exchange and servant leadership are the most prominent leadership topics studied from 2000 to 2021, followed by abusive supervision, empowering leadership, ethical leadership and authentic leadership. A framework is presented highlighting the mediators, moderators, outcomes, sample and research designs used in each of these lines of leadership research. Moreover, 16 areas for further research are identified and discussed.

This review uncovers scholars’ general lack of regard for how the study of leadership might benefit from examining hospitality as a special and challenging context for leadership and business performance.

This study reviews and critically analyzes leadership research in hospitality using qualitative methods. Therefore, the authors believe this review is of great value to academics and practitioners because it synthesizes and analyzes the field and identifies important research opportunities.

Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits empirical investigation. This study aims to explore how AI empathic accuracy affects customers’ satisfaction in the context of AI service recovery.

A moderated mediation model was presented to describe the effect of empathic accuracy on customer satisfaction via four scenario-based experiments.

The results reveal the positive impact of AI empathic accuracy on customer satisfaction and the mediating effects of perceived agency and perceived experience. Moreover, anthropomorphism moderates the empathic accuracy effect.

This paper expanded AI service studies by exploring the significance of empathic accuracy in customer recovery satisfaction. The results provide a novel theoretical viewpoint on retaining customers following AI service failure.

人工智能（AI）设备已越来越多地应用于旅游业和酒店业。然而, AI服务失败是不可避免的。因此, AI服务补救值得进一步实证研究。本研究探讨了AI共情准确性如何影响顾客对AI服务补救的满意度。

通过四个基于场景的实验, 提出了一个有调节的中介模型来描述共情准确性对顾客满意度的影响。

结果揭示了AI共情准确性对顾客满意度有积极影响, 感知能动性和感知感受性具有中介效应。此外, 拟人化调节了共情准确性的效应。

本文通过探讨共情准确性在顾客服务补救满意度中的作用, 拓展了AI服务研究。研究结果为AI服务失败后如何留住顾客提供了新的理论视角。

Las agentes de inteligencia artificial (IA) se aplican cada vez más en el sector del turismo y la hostelería. Sin embargo, los fallos de los servicios de IA son inevitables. Por lo tanto, la recuperación de servicios de IA merece una investigación empírica. Esta investigación explora cómo la precisión empática de la IA afecta a la satisfacción de los clientes con la recuperación del servicio de IA.

Se presentó un modelo de mediación moderado para describir el efecto de la precisión empática en la satisfacción del cliente mediante cuatro experimentos basados en escenarios.

Los resultados revelan el impacto positivo de la precisión empática de la IA en la satisfacción del cliente y los efectos mediadores de la agencia percibida y la experiencia percibida. Además, el antropomorfismo modera el efecto de la precisión empática.

Este artículo amplía los estudios sobre los servicios de IA al investigar el papel de la precisión empática en la satisfacción del cliente. Los resultados aportan un punto de vista teórico novedoso sobre la retención de clientes tras el fallo de un servicio de IA.