Analysis on Japanese Hospitality Spirit of Omotenashi: Does it Work in Other Countries? A Case of its Implementation in Indonesia
(2019) SMMM20 20191Department of Service Studies
- Abstract (Japanese)
- 近年ではおもてなしという日本のサービス精神がますますと東南アジア国々で見られるようになった。現地にある日本会社あるいは日本の企業がこのサービス精神をもって現地に適用しようとした。目的はお客様の満足度を上昇させるためと言っても過言ではないだろう。
お客様の満足度はビジネスの長生きに必要不可欠なものの、スタッフ達の心そして彼らが感じている仕事場の雰囲気もサービスクオリティに影響があると考えられるだろう。この修士論文はおもてなしに対して東南アジア国々現地スタッフあるいは会社員の思い、そして彼らのおもてなしパフォーマンスの経験を探る。これに伴って西洋で頻繁に使用されているservicescapeとexperiencescape理論を用いて、おもてなしという日本の精神を解析する。 - Abstract
- The spread of omotenashi has been growing somewhat rapidly for the past few years outside of Japan, notably to the region of South East Asia such as in Indonesia, Malaysia, Vietnam and Thailand. This spread might be contributed to the widely expected positive impacts of omotenashi such as its capability to improve the overall level of customers’ satisfaction through the empowerment of the service providers. Indeed, the discussions of omotenashi itself has actually been brought into the table since the early 2010 in the aim of introducing the concept to the rest of the world. To this, most of the discussions focus on how the notion of omotenashi is beneficial to be practiced by others and less on the negative impacts that might arise from... (More)
- The spread of omotenashi has been growing somewhat rapidly for the past few years outside of Japan, notably to the region of South East Asia such as in Indonesia, Malaysia, Vietnam and Thailand. This spread might be contributed to the widely expected positive impacts of omotenashi such as its capability to improve the overall level of customers’ satisfaction through the empowerment of the service providers. Indeed, the discussions of omotenashi itself has actually been brought into the table since the early 2010 in the aim of introducing the concept to the rest of the world. To this, most of the discussions focus on how the notion of omotenashi is beneficial to be practiced by others and less on the negative impacts that might arise from the practice of omotenashi itself. Connecting to the rapid grow of popularity of omotenashi in the South East Asian regions, many literatures have also only focus on how the practice is good to increase the overall level of customers’ satisfaction with little information given on the possible challenges and negative impacts that might arise from within each of the non-Japanese individuals who are practicing the concept.
In the pursuit of contributing more towards this phenomenon, this thesis aims to further assess and further dissect the notion of omotenashi in its own entirety in relation to the two concepts of “servicescape” and “experiencescape” which were then utilized as the theoretical framework in the assessment of data obtained through various qualitative methods such as observation, semi-structured interview and focus group interview on the application of the concept in Indonesia. The findings obtained have also proven that although the application of omotenashi is indeed beneficial in terms of empowering the local Indonesian service providers, the concept was also associated with several negative impacts and problems that have arisen inside the local workplace, most notably, the degree of emotional labor, disharmonious relation with co-workers and perceptions of “master-slave” relationship. Both of these positive and negative findings have also affected the overall construction of the local “experiencescape” in various ways. (Less) - Popular Abstract
- The spread of omotenashi has been growing somewhat rapidly for the past few years outside of Japan, notably to the region of South East Asia such as in Indonesia, Malaysia, Vietnam and Thailand. This spread might be contributed to the widely expected positive impacts of omotenashi such as its capability to improve the overall level of customers’ satisfaction through the empowerment of the service providers. Indeed, the discussions of omotenashi itself has actually been brought into the table since the early 2010 in the aim of introducing the concept to the rest of the world. To this, most of the discussions focus on how the notion of omotenashi is beneficial to be practiced by others and less on the negative impacts that might arise from... (More)
- The spread of omotenashi has been growing somewhat rapidly for the past few years outside of Japan, notably to the region of South East Asia such as in Indonesia, Malaysia, Vietnam and Thailand. This spread might be contributed to the widely expected positive impacts of omotenashi such as its capability to improve the overall level of customers’ satisfaction through the empowerment of the service providers. Indeed, the discussions of omotenashi itself has actually been brought into the table since the early 2010 in the aim of introducing the concept to the rest of the world. To this, most of the discussions focus on how the notion of omotenashi is beneficial to be practiced by others and less on the negative impacts that might arise from the practice of omotenashi itself. Connecting to the rapid grow of popularity of omotenashi in the South East Asian regions, many literatures have also only focus on how the practice is good to increase the overall level of customers’ satisfaction with little information given on the possible challenges and negative impacts that might arise from within each of the non-Japanese individuals who are practicing the concept.
In the pursuit of contributing more towards this phenomenon, this thesis aims to further assess and further dissect the notion of omotenashi in its own entirety in relation to the two concepts of “servicescape” and “experiencescape” which were then utilized as the theoretical framework in the assessment of data obtained through various qualitative methods such as observation, semi-structured interview and focus group interview on the application of the concept in Indonesia. The findings obtained have also proven that although the application of omotenashi is indeed beneficial in terms of empowering the local Indonesian service providers, the concept was also associated with several negative impacts and problems that have arisen inside the local workplace, most notably, the degree of emotional labor, disharmonious relation with co-workers and perceptions of “master-slave” relationship. Both of these positive and negative findings have also affected the overall construction of the local “experiencescape” in various ways. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8980426
- author
- Goantara, Lombardo Osel LU
- supervisor
- organization
- alternative title
- Japanese Hospitality in non-Japanese Cultural Context
- course
- SMMM20 20191
- year
- 2019
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- omotenashi, omoiyari, servicescape, experiencescape, emotional labor, harmony, communication
- language
- English
- additional info
- Almost 40% of the sources listed inside this thesis are in Japanese language. Reader's discretion and reader's Japanese language capability might be required in order to get the original sources used for the completion of the thesis.
This paper is dedicated to the spread of omotenashi around the world, especially in South-East Asian countries. The author hopes that this thesis might serve as a positive contribution towards the discussion of this specific topic of omotenashi - id
- 8980426
- date added to LUP
- 2020-11-20 11:09:33
- date last changed
- 2020-11-20 11:09:33
@misc{8980426,
abstract = {{The spread of omotenashi has been growing somewhat rapidly for the past few years outside of Japan, notably to the region of South East Asia such as in Indonesia, Malaysia, Vietnam and Thailand. This spread might be contributed to the widely expected positive impacts of omotenashi such as its capability to improve the overall level of customers’ satisfaction through the empowerment of the service providers. Indeed, the discussions of omotenashi itself has actually been brought into the table since the early 2010 in the aim of introducing the concept to the rest of the world. To this, most of the discussions focus on how the notion of omotenashi is beneficial to be practiced by others and less on the negative impacts that might arise from the practice of omotenashi itself. Connecting to the rapid grow of popularity of omotenashi in the South East Asian regions, many literatures have also only focus on how the practice is good to increase the overall level of customers’ satisfaction with little information given on the possible challenges and negative impacts that might arise from within each of the non-Japanese individuals who are practicing the concept.
In the pursuit of contributing more towards this phenomenon, this thesis aims to further assess and further dissect the notion of omotenashi in its own entirety in relation to the two concepts of “servicescape” and “experiencescape” which were then utilized as the theoretical framework in the assessment of data obtained through various qualitative methods such as observation, semi-structured interview and focus group interview on the application of the concept in Indonesia. The findings obtained have also proven that although the application of omotenashi is indeed beneficial in terms of empowering the local Indonesian service providers, the concept was also associated with several negative impacts and problems that have arisen inside the local workplace, most notably, the degree of emotional labor, disharmonious relation with co-workers and perceptions of “master-slave” relationship. Both of these positive and negative findings have also affected the overall construction of the local “experiencescape” in various ways.}},
author = {{Goantara, Lombardo Osel}},
language = {{eng}},
note = {{Student Paper}},
title = {{Analysis on Japanese Hospitality Spirit of Omotenashi: Does it Work in Other Countries? A Case of its Implementation in Indonesia}},
year = {{2019}},
}