The meaning of accumulated and inheritance of okami's knowledge in ryokan management: Focusing on customer value
| Project/Area Number |
26360088
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| Research Category |
Grant-in-Aid for Scientific Research (C)
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| Allocation Type | Multi-year Fund |
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| Section | 一般 |
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| Research Field |
Tourism Studies
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| Research Institution | Tezukayama University |
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Principal Investigator |
kang songbook 帝塚山大学, 経営学部, 教授 (70511294)
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| Project Period (FY) |
2014-04-01 – 2018-03-31
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| Project Status |
Completed (Fiscal Year 2017)
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| Budget Amount *help |
¥4,420,000 (Direct Cost: ¥3,400,000、Indirect Cost: ¥1,020,000)
Fiscal Year 2016: ¥910,000 (Direct Cost: ¥700,000、Indirect Cost: ¥210,000)
Fiscal Year 2015: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000)
Fiscal Year 2014: ¥2,210,000 (Direct Cost: ¥1,700,000、Indirect Cost: ¥510,000)
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| Keywords | 知の形成 / おもてなし / 接客サービス / 顧客価値 / 業務能力 / 女将 / 旅館 / サービス人材 / 親近性 / 問題解決スタイル / 場のマーケティング / 日本文化 / 人材育成 / 潜在的能力 / 振る舞い / 組織コミットメント / グローバル人材 / 日本式サービス / 接客 / ローカル価値 / クリエイティブ・ツーリズム / 交際情報交換 / おもてなし人材 / 人類学 / 言語学 / 観光学 |
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| Outline of Final Research Achievements |
We focused on one of the important tasks customer service, in the hospitality industry, and conducted theoretical and empirical considerations. We conducted a quantitative survey on the service capability of service personal targeted at ryokan Okami and service employees(Nakai) where Japanese style customer service (=omotenashi) is seen.
Analysis results revealed that there is a difference between Okami and Customer service staff in "Knowledge management ability" on the collection and utilization of knowledge and information.
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Report
(5 results)
Research Products
(8 results)
