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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

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10 4.ホスピタリティーとは何か航空会社の場合 10

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