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  1. コンテンツタイプ (Contents Type)
  2. 雑誌発表論文等 (Journal article, etc.)
  3. あ-
  4. 異文化経営研究 (Transcultural management review)
  1. ビジネスサイエンス系 (Faculty of Business Sciences)
  2. 朱 藝 (Zhu Yi)

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
プレビュー
名前 / ファイル ライセンス Actions
Introducing Introducing omotenashi (6.1 MB)
item type Departmental Bulletin Paper(1)
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

WEKO 161190

Zhu, Yi

Search repository
著者別名 朱, 藝

× 朱, 藝

WEKO 121012
e-Rad 30737664
筑波大学研究者総覧 0000003702

朱, 藝

Search repository
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
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
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