01_舘野.indd

Size: px

Start display at page:

Download "01_舘野.indd"

ともなりすずがみね
7 years ago
Views:

1 論文 Hospitality in the Tourism Industry: Present Conditions and Problems Kazuko TATENO and Ryozo MATSUMOTO Abstract The meaning and usage of hospitality varies according to different fields of study and business. At first, we examined how the basic concept of the word should be understood, investigating the formal relations between the staff of an airline company and its customers, prescribed by the work manual, and at the same time inspecting the result of the customer satisfaction surveys carried out by the same company. Our investigation led us to the conclusion that, on the basis of the concept of hospitality, there exists a series of acts creating additional values and special pleasure shared by both the company staff and their customers. The connotation of the traditional Japanese concept of omotenashi bears a close resemblance to that of hospitality. Omotenashi seems to be classified into three categories; ( ) sporadic individual omotenashi, ( ) traditional omotenashi peculiar to Japanese culture and society, ( ) strategic corporate omotenashi pursued by each company in the service industry. In addition, it will be not only instrumental but necessary to define the fourth category, that is, ( ) the flexible omotenashi which can cope with various visitors from different cultural backgrounds, considering the increasing number of visitors to Japan from culturally and religiously diverse regions, including Islamic countries of Southeast Asia. The Olympics-Paralympics was recently decided to be held in Tokyo in. Hospitality based on all the categories of omotenashi, or the unique hospitality in Japan, will be indispensable to receive future visitors from all over the world. tourism industry airline company service hospitality cultural diversity 1

At first, we examined how the basic concept of the word should be understood, investigating the formal relations between the staff of an airline company and its customers, prescribed by the work

2 1.サービスとホスピタリティー service industry / service management hospitality industry / hospitality management service hospitality hospitality hospitality & p. p.i p. 2

3 A 2. 企業のサービスホスピタリティーとおもてなし A A ANA s Episode A.. B. hospitality.. 3

4 ANA s Episode hospitality hospitality 4

5 A CS,...., SKY WEB CIQ 5

6 N A, 6

7 A 7

8 3. 航空産業の企業活動と顧客評価 A B 8

9 A B C C A,, Service Quality Standard, Skills & Competency, Management Manual 9

10 4.ホスピタリティーとは何か航空会社の場合 10

11 5. 今後の課題 : 異なる文化に応じたおもてなしとホスピタリティー,,, p. ASEAN IC,,, 11

12 . : Malaysia Halal Consultation & Training Agency 12

13 Douglas : - /, Tambiah 13

14 まとめと展望 14

15 15

16 注 ANA CS Thank you Card Customs Immigration Quarantine ANA ANA s Way 参考文献 HBJ ANA ANA Douglas Mary Land animals pure and impure abridged In A Reader in the Anthropology of Religion nd Edition edited by Michael Lambeck pp - BP message.html - 16

html ANA Douglas Mary Land animals pure and impure abridged In A Reader in the

17 & & Tambiah S J., Animals are good to think and good to prohibit Ethnology : - ANA NTT 17

untitled

untitled Ministry of Land, Infrastructure, Transport and Tourism IATA 996 9 96 96 1180 11 11 80 80 27231 27 27231 231 H19.12.5 10 200612 20076 200710 20076 20086 11 20061192008630 12 20088 20045 13 113 20084