How the elderly tackle age discrimination from human or AI servers

IF 10.4 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Annals of Tourism Research Pub Date : 2025-05-19 DOI:10.1016/j.annals.2025.103975

Guangmei Jia , Xiaoyan Luo , Lisa C. Wan

引用次数: 0

Abstract

Although the rapid expansion of digital services in the tourism and hospitality industry has highlighted instances of age discrimination perpetuated by artificial intelligence (AI), a significant research gap remains regarding how senior visitors respond to such discrimination. This study employs a mixed-methods approach to compare the reactions of senior tourists to age discrimination originating from AI versus human servers. The results showed that both human- and AI-driven discrimination reduced senior tourists' purchase likelihood compared to non-discriminatory scenarios. However, older tourists reacted less negatively to AI-driven (vs. human-driven) discrimination, which posed a smaller threat to their age-related self-worth. This effect was observed only when in-group customers (e.g., older customers) were present, but not when out-group customers (e.g., younger customers) were present.

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老年人如何应对来自人类或人工智能服务器的年龄歧视

尽管旅游业和酒店业数字服务的迅速扩张凸显了人工智能（AI）造成的年龄歧视，但关于老年游客如何应对这种歧视的研究仍然存在重大空白。本研究采用混合方法比较老年游客对人工智能和人类服务员造成的年龄歧视的反应。结果表明，与非歧视情景相比，人为和人工智能驱动的歧视都降低了老年游客的购买可能性。然而，年龄较大的游客对人工智能驱动的（与人类驱动的）歧视反应不那么消极，这对他们与年龄相关的自我价值构成的威胁较小。这种效应只有在群内顾客（如年长顾客）在场时才会出现，而在群外顾客（如年轻顾客）在场时则不会出现。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Annals of Tourism Research Multiple-

CiteScore

19.10

自引率

9.10%

发文量

135

审稿时长

42 days

期刊介绍： The Annals of Tourism Research is a scholarly journal that focuses on academic perspectives related to tourism. The journal defines tourism as a global economic activity that involves travel behavior, management and marketing activities of service industries catering to consumer demand, the effects of tourism on communities, and policy and governance at local, national, and international levels. While the journal aims to strike a balance between theory and application, its primary focus is on developing theoretical constructs that bridge the gap between business and the social and behavioral sciences. The disciplinary areas covered in the journal include, but are not limited to, service industries management, marketing science, consumer marketing, decision-making and behavior, business ethics, economics and forecasting, environment, geography and development, education and knowledge development, political science and administration, consumer-focused psychology, and anthropology and sociology.