Service management for co-creating Omotenashi with customers

A case study of the traditional Japanese ‘Kagaya’ Inn

Abstract

Omotenashi, a form of hospitality and customer service, is the hallmark of traditional inns in Japan. This paper investigates the famed service at Kagaya Inn to highlight the elements of omotenashi and the management of the related skill and knowledge. Previous studies discuss customer service delivered by an individual, but not the mentality and practices needed to attain and manage omotenashi organisationally. Through field research and interviews conducted with personnel and service managers, we illuminate the Kagaya Inn, and suggest a model for attaining and managing superior omotenashi. We show that omotenashi is the product of focused training, organisation-wide communication and feedback shared among staff and customers.