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The meaning of accumulated and inheritance of okami's knowledge in ryokan management: Focusing on customer value

Research Project

Project/Area Number 26360088
Research Category

Grant-in-Aid for Scientific Research (C)

Allocation TypeMulti-year Fund
Section一般
Research Field Tourism Studies
Research InstitutionTezukayama University

Principal Investigator

kang songbook  帝塚山大学, 経営学部, 教授 (70511294)

Project Period (FY) 2014-04-01 – 2018-03-31
Project Status Completed (Fiscal Year 2017)
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)
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
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.

Report

(5 results)
  • 2017 Annual Research Report   Final Research Report ( PDF )
  • 2016 Research-status Report
  • 2015 Research-status Report
  • 2014 Research-status Report

Research Products

(8 results)

All 2017 2016 2015

All Journal Article (2 results) (of which Open Access: 1 results) Presentation (5 results) (of which Int'l Joint Research: 1 results) Book (1 results)

  • [Journal Article] 日本観光産業における人材確保・定着・育成2017

    • Author(s)
      姜聖淑
    • Journal Title

      KOREA TOURISM POLICY

      Volume: 40 Pages: 114-118

    • Related Report
      2017 Annual Research Report
    • Open Access
  • [Journal Article] インバウンド時代と日本旅館サービスの行方~おもてなしは付加価値をつけられるのか2015

    • Author(s)
      姜聖淑
    • Journal Title

      商工金融

      Volume: 65(12) Pages: 74-75

    • Related Report
      2015 Research-status Report
  • [Presentation] サービス人材の潜在的業務能力と問題解決スタイルに 関する研究:日本旅館を中心に2017

    • Author(s)
      姜聖淑
    • Organizer
      東北亜観光学会
    • Place of Presentation
      ロシアウラジオストク
    • Year and Date
      2017-05-19
    • Related Report
      2016 Research-status Report
  • [Presentation] 対人サービスを担う人材の評価尺度-日本旅館の事例分析-2017

    • Author(s)
      嶋田敏, 姜聖淑, 山本祐輔, 原良憲
    • Organizer
      サービス学会
    • Place of Presentation
      広島情報プラザ
    • Year and Date
      2017-03-27
    • Related Report
      2016 Research-status Report
  • [Presentation] A Study on Potential Service Capability and Problem Solving Style of Service Person: Focusing on Japanese Ryokan2017

    • Author(s)
      KANG SUNGSOOK
    • Organizer
      The 5th International Conference on Serviceology
    • Related Report
      2017 Annual Research Report
    • Int'l Joint Research
  • [Presentation] サービス人材の潜在的業務能力と問題解決スタイルに関する研究:日本旅館の接客従業員を中心に2017

    • Author(s)
      姜聖淑
    • Organizer
      日本観光研究学会
    • Related Report
      2017 Annual Research Report
  • [Presentation] インバウンド時代、日本旅館は付加価値をつけられるのかークリエイティブ・ツーリズムの概念からー2016

    • Author(s)
      姜聖淑
    • Organizer
      サービス学会
    • Place of Presentation
      神戸大学
    • Year and Date
      2016-03-28
    • Related Report
      2015 Research-status Report
  • [Book] Case Studies of Traditional Cultural Accommodations in the Republic of Korea, Japan and China2016

    • Author(s)
      World Tourism Organization(UNWTO)( Sungsook Kang for the authorship of the Japanese case study)
    • Total Pages
      129
    • Publisher
      UNWTO PUBLICATIONS
    • Related Report
      2015 Research-status Report

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Published: 2014-04-04   Modified: 2019-03-29  

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