Dual perspective on the role of xenophobia in service sabotage

Kadić-Maglajlić, S., Lages, C. R., & Sobhy Temerak, M. (2024). Dual perspective on the role of xenophobia in service sabotage. Tourism Management, 101. https://doi.org/10.1016/j.tourman.2023.104831This episode examines the impact of xenophobia among tourism workers and its link to service sabotage. The study explores both employee behavior and tourist reactions, using different theoretical perspectives. It first analyzes how employee xenophobia influences service sabotage through Social Identity Theory, then examines how tourists interpret and respond to poor service using Attribution Theory.Xenophobia in tourism manifests as discomfort in interactions with foreign tourists, leading some employees to engage in service sabotage, such as slow service, poor treatment, overcharging, or refusing assistance. However, employees with stronger community ties are less likely to display these behaviors. Tourists often perceive service sabotage as a result of xenophobia, yet instead of seeking revenge, they tend to avoid destinations where they feel unwelcome.The study highlights the importance of addressing employee biases in the tourism industry. By managing xenophobia among workers, tourism managers can enhance service experiences and promote more inclusive hospitality environments.