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Introducing Omotenashi to the World : Challenges to Japanese Customer Service in a Cross-cultural Setting
http://hdl.handle.net/2241/00146002
3ec0e367-67b0-45f3-8e19-6945b4e1024c
名前 / ファイル | ライセンス | Actions | |
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item type | Departmental Bulletin Paper(1) | |||||
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公開日 | 2017-04-27 | |||||
タイトル | ||||||
タイトル | Introducing Omotenashi to the World : Challenges to Japanese Customer Service in a Cross-cultural Setting | |||||
言語 | ||||||
言語 | eng | |||||
キーワード | ||||||
主題 | 顧客サービス | |||||
キーワード | ||||||
主題 | おもてなし | |||||
キーワード | ||||||
主題 | マニュアル | |||||
キーワード | ||||||
主題 | 標準化 | |||||
キーワード | ||||||
主題 | 異文化 | |||||
キーワード | ||||||
主題 | customer service | |||||
キーワード | ||||||
主題 | omotenashi | |||||
キーワード | ||||||
主題 | manual | |||||
キーワード | ||||||
主題 | standardization | |||||
キーワード | ||||||
主題 | cross-culture | |||||
資源タイプ | ||||||
タイプ | departmental bulletin paper | |||||
著者 |
Zhu, Yi
× Zhu, Yi |
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著者別名 |
朱, 藝
× 朱, 藝 |
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抄録 | ||||||
内容記述 | This study uses the case of a Japanese fashion retailer (referred to by the pseudonym "Ichi") in Hong Kong to explore how the company introduced omotenashi (Japanese hospitality) in a cross-cultural setting and the challenges faced during the process. Omotenashi was examined from the viewpoint of its two core cultural elements: kate (cultural pattern) and the host-guest relationship. This paper suggests that the company interpreted kate as a superficial aspect of omotenashl, which was incorporated in their manual aiming to motivate employees through an evaluation system. Local employees subject to the manual were performing the way the company expected to gain merits from the evaluation system・ The challenges Ichi faced in Hone Kong mainly relate to identifying the best motivation mechanism for the company to find employees who serve customers in the desired manner・ This paper offers suggestions for companies for improving their strategies based on omotenashi, as well as on their diverse cultural aspects. | |||||
書誌情報 |
異文化経営研究 en : Transcultural management review 巻 13, p. 47-63, 発行日 2016-12 |
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ISSN | ||||||
収録物識別子 | 1884-5940 | |||||
書誌レコードID | ||||||
収録物識別子 | AA12308756 | |||||
著者版フラグ | ||||||
値 | publisher | |||||
その他の言語タイトル | ||||||
その他のタイトル | 「おもてなし」を世界へ : 異文化の「場」における日本的顧客サービスの課題 | |||||
出版者 | ||||||
出版者 | 異文化経営研究会 | |||||
出版者別名 | ||||||
出版者 | Transcultural Management Society |