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The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization.

Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort.

This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed.

Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters.

This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.

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.

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.

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.

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.

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.

This chapter uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of cultural difference on the gap between tourists’ expectations and their perceptions of actual service performance. When the tourists’ demographic profile and their experience are controlled, it is found that small cultural difference between Hong Kong and Mainland China has a positive impact on expectation–performance gap, whereas negative relationship is identified for large cultural difference between Hong Kong and Western countries. The practical implication for the former is that service providers should manage the gap in accordance with the aspects of the cultural difference between the destination and the source markets.

The purpose of this study is to investigate the understanding and application of crime of sabotaging production and operation in internet era, and, at the same time, discuss the basic position for criminal law interpretation in cyberspace.

Doctrinal analysis and case study.

Along with the advent of the internet era, how to apply the traditional crime of sabotaging production and operation in virtual space has attracted people’s attention. The controversy caused by the conviction of malicious application of fake transactions is a typical example. The legal interest protected here includes not only the property value of the means of production itself, but also the expectation interest that can be obtained by normal production and operation activities. There is no reliable basis to believe that overlap of articles between special provision and general laws occurs in crime of sabotaging production and operation and crime of intentional damage of property. The production and operation activities carried out online can also be covered by crime of sabotaging production and operation, without doubt. Ejusdem Generis Rule should be fully respected, but crime of sabotaging production and operation has a dual structure of means behavior and purpose behavior, where the purpose behavior, sabotaging production and operation, is the key to the conviction. However, it is not necessarily premised on physical damage and violent characteristics. The understanding and application of traditional crimes should keep pace with the times in the internet era, and we should not stick to a completely rigid subjective interpretation.

This study demonstrates the possible application of crime of sabotaging production and operation in cyberspace, and clarifies many misunderstandings about this crime.