Abstract
Various forms of omotenashi (the Japanese spirit of hospitality) directed toward customers in the tourism industry have been presented in previous studies. In previous studies on omotenashi, there have been numerous discussions on the methods for responding to and welcoming customers. However, there has been limited research on how service management fosters omotenashi in an organization. Therefore, this study examines one case: Kurokawa Onsen, a renowned hot springs town in Kyushu, known for its ryokans (Japanese traditional-style inns) and their superior level of omotenashi. In addition, through interviews and field research, it focuses on the fostering of this superior level of omotenashi by the service management in the case. The result shows that all the Ryokans in Kurokawa Onsen provides omotenashi knowledge, and the business so well in the environment that each ryokan cooperates with the others by sharing the knowledge and skills of omotenashi, despite being competitors in the same environment. Finally, this study proposes a model that ryokans can utilize in their omotenashi management.
