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

2017 Fiscal Year Final Research Report

• Project/Area Number: 26360088
• Research Category: Grant-in-Aid for Scientific Research (C)
• Allocation Type: Multi-year Fund
• Section: 一般
• Research Field: Tourism Studies
• Research Institution: Tezukayama 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
• 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

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.

Free Research Field

観光