{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,21]],"date-time":"2026-10-21T20:51:35Z","timestamp":1792615895134,"version":"4.5.0"},"reference-count":89,"publisher":"SAGE Publications","license":[{"start":{"date-parts":[[2026,7,24]],"date-time":"2026-07-24T00:00:00Z","timestamp":1784851200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Journal of Travel Research"],"abstract":"<jats:p>The expansion of agentic artificial intelligence and the emergence of an agent-to-agent economy are framed as opportunities to enhance efficiency, innovation and sustainability in tourism and hospitality. Responding to calls to examine the implications of agentic artificial intelligence for the sector, this Letter extends the debate by highlighting the often overlooked consequences for labour and social sustainability. Drawing upon labour process theory, political economy and posthumanist perspectives, it argues that the agent-to-agent economy generates a social sustainability paradox: while agentic artificial intelligence optimises organisational performance, it simultaneously reconfigures employment in ways that challenge the assumed role of tourism and hospitality as a source of inclusive work. To support a sustainability agenda, the Letter highlights the need for governance frameworks to manage labour displacement, the use of critical posthumanist lenses to analyse agency in hybrid service encounters and the deliberate design of agentic artificial intelligence to enhance labour\u2019s accessibility and inclusion.<\/jats:p>","DOI":"10.1177\/00472875261469515","type":"journal-article","created":{"date-parts":[[2026,7,25]],"date-time":"2026-07-25T04:29:42Z","timestamp":1784953782000},"update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":1,"title":["Social Sustainability in the Agent-to-Agent economy: Artificial Intelligence and the Future of Tourism and Hospitality Labour"],"prefix":"10.1177","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-7353-5696","authenticated-orcid":false,"given":"Viachaslau","family":"Filimonau","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Zauresh O.","family":"Imanbayeva","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Hakan","family":"Sezerel","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2026,7,24]]},"reference":[{"key":"e_1_3_3_2_1","doi-asserted-by":"crossref","unstructured":"Acemoglu D. Restrepo P. (2018). Artificial intelligence automation and work. In Agrawal A. Gans J. Goldfarb A. (Eds.) The economics of artificial intelligence: An agenda (pp. 197\u2013236). University of Chicago Press.","DOI":"10.7208\/chicago\/9780226613475.003.0008"},{"key":"e_1_3_3_3_1","doi-asserted-by":"publisher","DOI":"10.1257\/jep.33.2.3"},{"key":"e_1_3_3_4_1","article-title":"Agentic artificial intelligence in hospitality and tourism: Opportunities, risks, and research pathways","author":"Ali F.","year":"2025","unstructured":"Ali F., Ali L. (2025). Agentic artificial intelligence in hospitality and tourism: Opportunities, risks, and research pathways. Journal of Travel Research. Advance online publication. https:\/\/doi.org\/10.1177\/00472875251392915","journal-title":"Journal of Travel Research"},{"key":"e_1_3_3_5_1","doi-asserted-by":"publisher","DOI":"10.1108\/BPMJ-06-2025-1024"},{"key":"e_1_3_3_6_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2024.104063"},{"key":"e_1_3_3_7_1","doi-asserted-by":"crossref","unstructured":"Baudrillard J. (2019). Simulacra and simulations (1981). In Greer C. (Ed.) Crime and media (pp. 69\u201385). Routledge. https:\/\/doi.org\/10.4324\/9780367809195","DOI":"10.4324\/9780367809195-8"},{"key":"e_1_3_3_8_1","doi-asserted-by":"publisher","DOI":"10.1353\/tj.2005.0087"},{"key":"e_1_3_3_9_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.euroecorev.2019.07.016"},{"key":"e_1_3_3_10_1","doi-asserted-by":"crossref","unstructured":"Bourdieu P. (2016). Distinction. In W. Longhofer & D. Winchester (Eds.) Social theory re-wired (pp. 198\u2013215). Routledge. https:\/\/doi.org\/10.4324\/9781315775357","DOI":"10.4324\/9781315775357"},{"key":"e_1_3_3_11_1","doi-asserted-by":"publisher","DOI":"10.1590\/S0101-31572008000100003"},{"key":"e_1_3_3_12_1","doi-asserted-by":"crossref","unstructured":"Briken K. Chillas S. Krzywdzinski M. Marks A. (2017). Labour process theory and the new digital workplace. In Chillas S. Briken K. Krzywdzinski M. Marks A. (Eds.) The New Digital Workplace (pp. 1\u201317). Macmillan Education UK. https:\/\/doi.org\/10.1057\/978-1-137-61014-0_1","DOI":"10.1057\/978-1-137-61014-0_1"},{"key":"e_1_3_3_13_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jdmm.2024.100956"},{"key":"e_1_3_3_14_1","doi-asserted-by":"publisher","DOI":"10.1108\/JSTP-04-2024-0099"},{"key":"e_1_3_3_15_1","doi-asserted-by":"publisher","DOI":"10.3390\/admsci15120463"},{"key":"e_1_3_3_16_1","doi-asserted-by":"publisher","DOI":"10.1080\/19368623.2020.1703871"},{"key":"e_1_3_3_17_1","doi-asserted-by":"publisher","DOI":"10.1177\/0268396218815559"},{"key":"e_1_3_3_18_1","doi-asserted-by":"publisher","DOI":"10.1108\/TR-10-2024-0913"},{"key":"e_1_3_3_19_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-06-2021-0767"},{"key":"e_1_3_3_20_1","unstructured":"Duetto. (2026). Unreal hotel performance. https:\/\/www.duettocloud.com\/en-us\/"},{"key":"e_1_3_3_21_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-02-2025-0287"},{"key":"e_1_3_3_22_1","doi-asserted-by":"crossref","unstructured":"Edwards P. K. (1990). Understanding Conflict in the Labour Process: The Logic and Autonomy of Struggle. In Labour Process Theory (pp. 125\u2013152). Palgrave Macmillan UK. https:\/\/doi.org\/10.1007\/978-1-349-20466-3_4","DOI":"10.1007\/978-1-349-20466-3_4"},{"key":"e_1_3_3_23_1","doi-asserted-by":"publisher","DOI":"10.1080\/22243534.2020.1790210"},{"key":"e_1_3_3_24_1","doi-asserted-by":"publisher","DOI":"10.4324\/9780429470110"},{"key":"e_1_3_3_25_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2025.105317"},{"key":"e_1_3_3_26_1","doi-asserted-by":"publisher","DOI":"10.1016\/0305-750X(91)90205-V"},{"key":"e_1_3_3_27_1","doi-asserted-by":"publisher","DOI":"10.1002\/sd.70146"},{"key":"e_1_3_3_28_1","unstructured":"Forbes. (2026). Artificial intelligence revolution remaking hotels what is inside venture capital\u2019s bet on hospitality\u2019s future? https:\/\/www.forbes.com\/sites\/josipamajic\/2026\/02\/18\/ai-revolution-remaking-hotels-what-is-inside-venture-capitals\u2013bet-on-hospitalitys-future\/"},{"key":"e_1_3_3_29_1","doi-asserted-by":"publisher","DOI":"10.1108\/ITP-09-2022-0721"},{"key":"e_1_3_3_30_1","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-04-2024-0190"},{"key":"e_1_3_3_31_1","doi-asserted-by":"publisher","DOI":"10.1177\/0018726718790002"},{"key":"e_1_3_3_32_1","doi-asserted-by":"publisher","DOI":"10.1108\/TR-04-2023-0255"},{"key":"e_1_3_3_33_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-11-2023-1689"},{"key":"e_1_3_3_34_1","unstructured":"Gould B. (2025). Beyond the fa\u00e7ade: How ultra-luxury hotels can put the human back into their social storytelling. https:\/\/www.giraffesocialmedia.co.uk\/beyond-the-facade-how-ultra-luxury-hotels-can-put-the-human-back-into-their-social-storytelling\/"},{"key":"e_1_3_3_35_1","doi-asserted-by":"publisher","DOI":"10.1080\/00380237.2017.1251755"},{"key":"e_1_3_3_36_1","doi-asserted-by":"publisher","DOI":"10.1007\/s00146-021-01381-z"},{"key":"e_1_3_3_37_1","doi-asserted-by":"publisher","DOI":"10.1080\/13683500.2025.2460922"},{"key":"e_1_3_3_38_1","volume-title":"The presentation of emotion","author":"Hochschild A.","year":"1983","unstructured":"Hochschild A. (1983). The presentation of emotion. Sage Publications."},{"key":"e_1_3_3_39_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.langsci.2018.02.002"},{"key":"e_1_3_3_40_1","unstructured":"Hotelschool the Hague. (2026). The artificial intelligence power gap: Hospitality lags behind as value shifts to tech giants. https:\/\/www.hotelschool.nl\/research\/outlook-paper-2026\/"},{"key":"e_1_3_3_41_1","first-page":"1","article-title":"Artificial intelligence agents and agentic systems: A multi-expert analysis","author":"Hughes L.","year":"2025","unstructured":"Hughes L., Dwivedi Y. K., Malik T., Shawosh M., Albashrawi M. A., Jeon I., Dutot V., Appanderanda M., Crick T., De\u2019 R., Fenwick M. (2025). Artificial intelligence agents and agentic systems: A multi-expert analysis. Journal of Computer Information Systems, 1\u201329. https:\/\/doi.org\/10.1080\/08874417.2025.2483832","journal-title":"Journal of Computer Information Systems"},{"key":"e_1_3_3_42_1","unstructured":"IDeaS. (2026). Powering profitable hospitality. https:\/\/ideas.com\/"},{"key":"e_1_3_3_43_1","doi-asserted-by":"publisher","DOI":"10.1108\/TR-12-2023-0898"},{"key":"e_1_3_3_44_1","doi-asserted-by":"crossref","unstructured":"Ivanov S. Webster C. (2019). Conceptual Framework of the Use of Robots Artificial Intelligence and Service Automation in Travel Tourism and Hospitality Companies. In Robots Artificial Intelligence and Service Automation in Travel Tourism and Hospitality (pp. 7\u201337). Emerald Publishing Limited. https:\/\/doi.org\/10.1108\/978-1-78756-687-320191001","DOI":"10.1108\/978-1-78756-687-320191001"},{"key":"e_1_3_3_45_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.annals.2025.103975"},{"key":"e_1_3_3_46_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2025.104168"},{"key":"e_1_3_3_47_1","doi-asserted-by":"publisher","DOI":"10.1080\/13683500.2025.2530590"},{"key":"e_1_3_3_48_1","doi-asserted-by":"crossref","unstructured":"Knights D. (1990). Subjectivity Power and the Labour Process. In Labour Process Theory (pp. 297\u2013335). Palgrave Macmillan UK. https:\/\/doi.org\/10.1007\/978-1-349-20466-3_10","DOI":"10.1007\/978-1-349-20466-3_10"},{"key":"e_1_3_3_49_1","volume-title":"Labour process theory","author":"Knights","year":"2016","unstructured":"Knights, Willmott H. (Eds.). (2016). Labour process theory. Springer."},{"key":"e_1_3_3_50_1","doi-asserted-by":"publisher","DOI":"10.1080\/19368623.2023.2258116"},{"key":"e_1_3_3_51_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2024.103956"},{"key":"e_1_3_3_52_1","doi-asserted-by":"publisher","DOI":"10.1177\/000271629956100106"},{"key":"e_1_3_3_53_1","first-page":"1","article-title":"How does explainable artificial intelligence affect service innovation of frontline employees? A moderated chain mediation model","author":"Li X.","year":"2026","unstructured":"Li X., Zong Q. (2026). How does explainable artificial intelligence affect service innovation of frontline employees? A moderated chain mediation model. International Journal of Contemporary Hospitality Management, 1\u201320. https:\/\/doi.org\/10.1108\/IJCHM-01-2025-0164","journal-title":"International Journal of Contemporary Hospitality Management"},{"key":"e_1_3_3_54_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-10-2022-1243"},{"key":"e_1_3_3_55_1","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-12-2023-0523"},{"key":"e_1_3_3_56_1","doi-asserted-by":"crossref","unstructured":"Liu Y. Mohamed M. E. Park S. Lehto X. (2022). Human-automation interaction in hospitality and tourism: Toward a frictionless experience. In Duffy V. G. Lehto M. Yih Y. Proctor R. W. (Eds.) Human-automation interaction: Manufacturing services and user experience (pp. 513\u2013529). Springer International Publishing. https:\/\/doi.org\/10.1007\/978-3-031-10780-1_28","DOI":"10.1007\/978-3-031-10780-1_28"},{"key":"e_1_3_3_57_1","first-page":"87","volume-title":"Social Stratification, Class, Race, and Gender in Sociological Perspective","author":"Marx K.","year":"2019","unstructured":"Marx K. (2019). Alienation and social classes. In Grusky D. (Ed.) Social Stratification, Class, Race, and Gender in Sociological Perspective (2nd ed., pp. 87-91). Routledge.","edition":"2"},{"key":"e_1_3_3_58_1","doi-asserted-by":"publisher","DOI":"10.1080\/09669582.2023.2246681"},{"key":"e_1_3_3_59_1","unstructured":"McKinsey and Company. (2025). Superagency in the workplace: Empowering people to unlock artificial intelligence\u2019s full potential. https:\/\/www.mckinsey.com\/capabilities\/tech-and-ai\/our-insights\/superagency-in-the-workplace-empowering-people-to-unlock-ais-full-potential-at-work"},{"key":"e_1_3_3_60_1","doi-asserted-by":"publisher","DOI":"10.3167\/nc.2020.160102"},{"key":"e_1_3_3_61_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12369-025-01349-9"},{"key":"e_1_3_3_62_1","doi-asserted-by":"publisher","DOI":"10.1177\/13548166251382289"},{"key":"e_1_3_3_63_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-08-2022-1041"},{"key":"e_1_3_3_64_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-04-2025-0546"},{"key":"e_1_3_3_65_1","doi-asserted-by":"publisher","DOI":"10.1007\/s00146-021-01274-1"},{"issue":"77","key":"e_1_3_3_66_1","first-page":"1","article-title":"Humans-as-luxury: The future of hospitality in an artificial intelligence-driven age","volume":"6","author":"Puorto S.","year":"2025","unstructured":"Puorto S. (2025). Humans-as-luxury: The future of hospitality in an artificial intelligence-driven age. ROBONOMICS: The Journal of the Automated Economy, 6(77), 1.","journal-title":"ROBONOMICS: The Journal of the Automated Economy"},{"key":"e_1_3_3_67_1","doi-asserted-by":"publisher","DOI":"10.1108\/JHTT-02-2022-0045"},{"key":"e_1_3_3_68_1","doi-asserted-by":"crossref","unstructured":"Reinert H. Reinert E. S. (2006). Creative Destruction in Economics: Nietzsche Sombart Schumpeter. In The European Heritage in Economics and the Social Sciences (pp. 55\u201385). Springer US. https:\/\/doi.org\/10.1007\/978-0-387-32980-2_4","DOI":"10.1007\/978-0-387-32980-2_4"},{"key":"e_1_3_3_69_1","doi-asserted-by":"publisher","DOI":"10.1007\/s10640-023-00827-w"},{"key":"e_1_3_3_70_1","doi-asserted-by":"publisher","DOI":"10.1080\/09669582.2018.1538230"},{"key":"e_1_3_3_71_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2019.08.038"},{"key":"e_1_3_3_72_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-031-85478-1_1"},{"key":"e_1_3_3_73_1","doi-asserted-by":"crossref","unstructured":"Rydzik A. Kissoon C. S. (2024). Decent work and tourism workers in the age of intelligent automation and digital surveillance. In S. Mooney Richard N.S. Robinson David J. Solnet & T. Baum (Eds.) A sustainable tourism workforce (pp. 244\u2013261). Routledge. https:\/\/doi.org\/10.4324\/9781003435457","DOI":"10.4324\/9781003435457-14"},{"key":"e_1_3_3_74_1","doi-asserted-by":"publisher","DOI":"10.1111\/jtsb.12192"},{"key":"e_1_3_3_75_1","doi-asserted-by":"crossref","unstructured":"Sony M. A. A. M. Nupur A. A. Siddiqua S. Tonny A. F. Hasan M. T. Rashid M. M. (2025). Empathy meets algorithms: Building human-centric workplaces with emotional and artificial intelligence. In The role of emotional intelligence and artificial intelligence in organizations (pp. 104\u2013122). Productivity Press. https:\/\/doi.org\/10.4324\/9781003608042","DOI":"10.4324\/9781003608042-5"},{"key":"e_1_3_3_76_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2025.105205"},{"key":"e_1_3_3_77_1","doi-asserted-by":"publisher","DOI":"10.1080\/13683500.2024.2391114"},{"key":"e_1_3_3_78_1","unstructured":"The Guardian. (2024). Air Canada ordered to pay customer who was misled by airline\u2019s chatbot. https:\/\/www.theguardian.com\/world\/2024\/feb\/16\/air-canada-chatbot-lawsuit"},{"key":"e_1_3_3_79_1","first-page":"133","article-title":"Labor process theory, work, and the employment relation","author":"Thompson P.","year":"2004","unstructured":"Thompson P., Newsome K. (2004). Labor process theory, work, and the employment relation. In B. E. Kaufman (Ed.), Theoretical Perspectives on Work and the Employment Relationship, pp. 133\u2013162. Cornell University Press.","journal-title":"Theoretical Perspectives on Work and the Employment Relationship"},{"key":"e_1_3_3_80_1","doi-asserted-by":"publisher","DOI":"10.1177\/0038038509340728"},{"key":"e_1_3_3_81_1","doi-asserted-by":"publisher","DOI":"10.3390\/tourhosp6020063"},{"key":"e_1_3_3_82_1","unstructured":"Tony Blair Institute. (2024). The impact of artificial intelligence on the labour market. https:\/\/institute.global\/insights\/economic-prosperity\/the-impact-of-ai-on-the-labour-market"},{"key":"e_1_3_3_83_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0014-2921(99)00071-9"},{"key":"e_1_3_3_84_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.annals.2020.102978"},{"key":"e_1_3_3_85_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-10-2024-1595"},{"key":"e_1_3_3_86_1","doi-asserted-by":"publisher","DOI":"10.1177\/1350508403010001375"},{"key":"e_1_3_3_87_1","volume-title":"What is posthumanism?","author":"Wolfe C.","year":"2010","unstructured":"Wolfe C. (2010). What is posthumanism? (Vol. 8). University of Minnesota Press."},{"key":"e_1_3_3_88_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2025.104162"},{"key":"e_1_3_3_89_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJCHM-05-2024-0676"},{"key":"e_1_3_3_90_1","doi-asserted-by":"publisher","DOI":"10.1002\/mar.21929"}],"container-title":["Journal of Travel Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/00472875261469515","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/00472875261469515","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/00472875261469515","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,7,27]],"date-time":"2026-07-27T07:22:39Z","timestamp":1785136959000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/00472875261469515"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,7,24]]},"references-count":89,"alternative-id":["10.1177\/00472875261469515"],"URL":"https:\/\/doi.org\/10.1177\/00472875261469515","relation":{},"ISSN":["0047-2875","1552-6763"],"issn-type":[{"value":"0047-2875","type":"print"},{"value":"1552-6763","type":"electronic"}],"subject":[],"published":{"date-parts":[[2026,7,24]]},"article-number":"00472875261469515"}}