"You feel like a second-class guest": Customer discrimination against Arab guests in Israeli hotels

Reli Nagar, Amir Shani, Yaniv Poria

Research output: Contribution to journalArticlepeer-review

Abstract

This article examines the experiences of discrimination and social exclusion among Christian and Muslim Israeli Arabs while vacationing in hotels in Israel. The in-depth interviews conducted raise five key expressions of discrimination: (1) perception of Israeli Arabs as a security threat; (2) discriminatory behavior by other guests; (3) discriminatory behavior by staff; (4) disregarding the expectations of the Arab market segment; and (5) communication problems between Arabic-speaking guests and Hebrew-speaking staff. This exploratory study is of social, political, and managerial importance, and sheds light on a form of discrimination that has thus far been overlooked in the hospitality literature.
Original languageEnglish
JournalInternational Journal of Hospitality Management
Volume103
DOIs
StatePublished - 2022

Keywords

  • Arab citizens of Israel
  • Customer discrimination
  • Hotels
  • Microaggression
  • Social exclusion

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