Consumer Service throughout the Hotel Industry in Japan and the United States

9 Pages Posted: 12 Sep 2019

See all articles by Luz Echanove

Luz Echanove

University of Texas at Dallas, Naveen Jindal School of Management, Students

Hannah Steinberg

University of Georgia, Students

Date Written: April 12, 2017

Abstract

Japan’s modern economic growth took off after the Pacific War in a relatively short period of time; and it has been acknowledged and admired. “Among nations of the world, Japan has been number two in economic size, only next to the United States” ("The Japanese Economy" 2002). Japan is a safe and promising country to expand a business, or do business in, for managers in the Hotel Industry. Nevertheless, the Japanese culture contrasts drastically with the United States’. Japan’s society has specific characteristics that have to be taken into consideration in order to provide a high quality consumer service, as it has to be adapted to the Japanese culture. Negligence to acknowledge and understand the cultural differences in the hospitality industry in Japan will surely lead to a weak customer service that will damage the business. In order to succeed in the Japanese hotel industry, managers need to understand the factors both environmental and personal that affect the quality of consumer service in different companies internationally. These influences are such as transformational leadership, service climate in comparison to service quality, and the person-environment in predicting job performance that results in the different levels of customer service. Culture is defined as the total aspect and way of life throughout any society. American culture is defined based on beliefs, actions, ideas, values and behaviors integrated through the understanding of the society. The culture derives from disciplines and history that is taught through American education. Such education through American schools provides students at a young age with knowledge and insight. Such a culture is made up of multiple ethnic groups in one geographic location that have all in different ways contributed to the American society. In America, students study the history of many religions where different racial and ethnic groups are appropriate to understand throughout their adolescent years.

Suggested Citation

Echanove, Luz and Steinberg, Hannah, Consumer Service throughout the Hotel Industry in Japan and the United States (April 12, 2017). Available at SSRN: https://ssrn.com/abstract=3443957 or http://dx.doi.org/10.2139/ssrn.3443957

Luz Echanove

University of Texas at Dallas, Naveen Jindal School of Management, Students ( email )

P.O. Box 830688
Richardson, TX 75083-0688
United States

Hannah Steinberg (Contact Author)

University of Georgia, Students ( email )

Atlanata
GA
United States

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