Abstract
Omotenashi is considered a personal high-service depend on the individual service provider, reflects Japan's unique culture, ability, and experience. Some ryokans, Japanese traditional inns, provide excellent omotenashi as every service staff does so in great organizations. In previous studies, there are some articles to discuss how to transfer omotenashi from person to person, and the methods for welcoming the customer, although insufficient on the organizational management. Thus, this study investigates the factors to create and manage omotenashi by the two case studies of “Kagaya” and “Kurokawa Onsen”, which are the famous ryokan and hot spring area with their excellent omotenashi, and compare these cases to find out common competitive advantage. As a result, omotenashi is embodied from the customer-oriented spirits of managers by okami,(mistress)and is taught to the individual service staffs. Then they practice it to customers, and get their feedback. They share the customer feedback with the other service staffs and discuss better omotenashi. Okamis to re-create from the discussion. This knowledge management process is presented with the conceptual model.
