Service Management for Foreign Tourists Visiting Japan in the Accommodation Industry

Abstract

In 2020, 40 million inbound tourists are targeted to visit Japan. Unlike global hotels that offer stand-ardized hospitality, ryokan has provided “omotenashi ” to Japanese customers. Among them, there are some ryo-kans and hotels that are making various efforts to satisfy foreigners. This research analyzes the omotenashi and services of such ryokans and hotels from a service science perspective by comprehensively reviewing them.