665 2 6 1 7 2 3 GDP 2011 23 470 6,232 5 4,498 113 8,327 294 4,387 54 6,239 7 http : //www.esri.cao.go.jp/jp/sna/data/data_list/kakuhou/files/h23/h23_kaku_top.html 2013 1 7 22 15 70.6 22 http : //www.stat.go.jp/data/kokusei/ 2010/index.htm 2013 1 7 Bart Van Looy, Paul Gemmel and Roland Van Dierdonck ed. 2003 Service Management : An Integrated Approach, Second Edition, Prentice Hall., pp.3 36. 3 2004 1
666 4 5 The Ritz-Carlton Hotel 6,500 2012 7 23 4 1 2012 6 8 25 12,000 4 3 1 7 J. D. 2012 7 2012 42 63 Resources Based ViewJay Barney, Firm Resources and Sustained Competitive Advantage, Journal of Management, Vol.17 No.1. March 1991., pp.99 120. 2008 5 2012 7 23 47 49 2012 8 25 32 45
667 1 35,000 7 1 8 2012 11 2 300 15 1 m 2 7 30 30 6 1 6 9 1963 1980 1 The Ritz-Carlton Hotel 1898 César Ritz 1850 15 1898 1899 J. D. http : //japan.jdpower.com/news/201221781/ 2013 1 6 300 2012 11 2 21 23 36 37
668 1905 2 1907 1 1927 Edward N. Wyner 1961 W Gerald W. Blakely 1983 B William B. Johnson L. L. C. 1992 1999 2 10 1998 Marriot International Inc. 100 1997 2007 2012 2014 2 2013 1 27 81 11 2 Gold Standard 160 2003 3 211 226 1 167 2005 2 331 351 2 172 2006 3 57 80 4 BP 2007 67 72 Joseph A. Michelli 2008 The New Gold Standard, McGraw Hill Books, pp.2 7. 2009 11 17 2014 2 2011 7 97 99 The Ritz- Carlton : Press : Fact sheet http : //corporate.ritzcarlton.com/en/press/factsheet.htm 2013 1 26
669 1 2 3 3 4 5 6 6 12 The Credo 13 1986 The Motto We are Ladies and Gentlemen serving Ladies and Gentlemen. Servant Ladies and Gentlemen 1 2 3 3 L. L. C. J. A. Michelli, op. cit., pp.19 33., pp.61 67., pp.98 101. 30 48 82 88 127 130 250 253 The Ritz-Carlton Hotel Company, L. L. C. http : //corporate.ritzcarlton.com/en/about/goldstandards.htm 2012 1 7 Credo credo Credo
670 4 6 6 L. L. C. 5 L. L. C. 3 The Three Steps of Service TheEmployeePromise
671 Service Values : I Am Proud to Be Ritz-Carlton 2006 14 T F I G 7 T Talent F Fit I Investment G Growth Recognition 7 GIFT Quality Management 53 12 2002 39 9 20 J. A. Michelli, op. cit., pp.33 34., pp.61 67. 48 54 82 88 2010 43 53
672 15 1 QSP Quality Selection Process QSP 16 11 5 55 17 QSP QSP 4 18 19 2 2 Quality Management 53 12 2002 12 38 39 2002 12 62 2008 44 45 2007 3 31 44 QSP 11 Caring Empathy Exactness Learner Persuasion Positively Self-ethic Service Team Work ethic Relationship extension BP 2007 240 7 4 2010 3 23 3 part.3 2005 DISC 1 38 39 57 239 241 446 2003 11 71
673 20 2 3 21 3 Day 21 Day 365 2 3 job description OJT : On the Job Training 3 Day 21 Day 365 22 4 Lateral Service 1 250 250 58 J. A. Michelli, op. cit., p.86. 111 35 59 J. A. Michelli, op. cit., pp.89 92. 115 119 Paul Hemp, My week as a Room-Service Waiter at the Ritz, Harvard business Review, 2002 June., pp.60 62. Diamond 27 7 2002 7 65 66
674 250 320 E-learning Lateral Service 23 5 The Global Learning Center The Leadership Center 2 1999 2000 24 Mystique CRM : Customer Relationship Management 3 25 60 J. A. Michelli, op. cit., p.83., pp.87 89., p.100. 107 112 114 130 8 2003 80 81 46 J. A. Michelli, op. cit., pp.212 226. 262 277 CU!
675 1 Lineup Daily Lineup 15 20 12 1 The Commitment to Quality Story of Excellence, Wow Stories! Works 53 2002 8 9 5 9 DIAMOND 4 DIAMOND 27 12 2002 12 95 100
676 26 2 Empowerment Good Idea System 1 2000 20 3 27 Good Idea System 28 3 First Class Five Star First Class recognition cards FIRST CLASS! Five Star 3 1 5 37 39 J. A. Michelli, op. cit., pp.89 92. 54 59 123 124 80 2005 122 125 156 157 J. A. Michelli, op. cit., 326 46 47 vs. 2007 71
677 29 2 3 30 1 CS : Customer Satisfaction 3 31 1 2 SQI : Service Quality Indicator SQI SQI 32 3 38 59 60 72 131 132 J. A. Michelli, op. cit., p.189. 234 47 Softnomics 16 2 2000 2 16 Chris Denove and James D. Power 2006 SATISFACTION, J. D. Power and Associates. J. D. 2006 260 261 133 135 176 178 98 2008 34 35
678 33 2 Guest Personal Preference Preference Pad 34 GIA : Guest Incident Action form Opportunity 35 16 60 39 40 102 104 J. A. Michelli, op. cit., pp.147 151. 185 189 2010 12 13 68 69 258 259 103 104!
679 36 3 Internal Customer ES : Employee Satisfaction 5 37 OS : Owner Satisfaction 38 1! 2008 1 26 55 56 MR. BIV MistakeRework BreakdownInefficiency Variation J. A. Michelli, op. cit., pp.155 157. 194 197 2008 6 28 42 63 16 J. A. Michelli, op. cit., pp.105 107. 136 138 2 73 2006 Employee SatisfactionEmployee Engagement 44 J. A. Michelli, op. cit., pp.105 107 136 138 S. The 21 24 7 2007 7 50
680 8 James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, Putting the Service-Profit Chain to Work, Harvard Business Review, March-April 1994., p.166 DIAMOND 2010 6 1 Service Profit Chain 39 40 8 James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, Putting the Service-Profit Chain to Work, Harvard Business Review, March-April 1994., pp.164 174. DIAMOND 1994 6 7 4 15 DIAMOND 2000 13 45 DIAMOND 2005 1 34 Ibid. pp.164 165. 5
681 41 42 43 44 45 46 47 First Class Five Star Ibid. pp.164 165. 5 250 253 40 J. A. Michelli, op. cit., p.74. 97 J. A. Michelli, op. cit., p.78. 101 60 20 2002 2 1 61 P. Hemp, op. cit., p.62. 67 RosaChunandGrayDavies, Employee Happiness Isn t Enough to Satisfy Customers, Harvard Business Review, April 2009., p.19. DIAMOND DIAMOND 2010 7 104 105 2012 9 26 R. Chun and G. Davies, op. cit., p.19. 104 105 Ibid., p.19. 105
682 2 48 1 1 2 3 49 tacit knowledge explicit 5 Ikujiro Nonaka and Hirotaka Takeuchi 1995, The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press., p.58. 1996 85
683 knowledge 50 51 52 4 9 53 1 Socialization OJT 54 9 4 Ikujiro Nonaka and Hirotaka Takeuchi 1995, The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press., p.62., Figure 3 2.1996 93 3 2 Michael Polanyi 1958, Personal Knowledge : Towards a Post-Critical Philosophy, Routledge & Kegan Paul, London., pp.87 95. 1985 80 88 Michael Polanyi 1966, The Tacit Dimension, Routledge & Kegan Paul, London. 1980 1 I. Nonaka and H. Takeuchi, op. cit., p.59. 88 2012 77 I. Nonaka and H. Takeuchi, op. cit., p.62. 91 92 P. Hemp, op. cit., pp.56 60. 60 65
684 55 2 Externalization Wow Story GIA 3 Combination SQI GIA 4 Internalization 3 J. A. Michelli, op. cit., pp.83 85. 108 110 67 Associé 2005 6 7 149 2007 6 33 2007 5 1
685 phronesis 56 pru- dencecommon good 57 58 59 60 61 62 60 3 2012 Win. 113 phronesisingram Bywater 1894, Aristotelis Ethica Nicomachea, Oxonii : E Typographeo Clarendoniano. 2 2009 277 324 113 143 113 W. Ross Ashby 1956, An Introduction to Cybernetics, Chapman & Hall., pp.206 213. 1971 255 263 J. A. Michelli, op. cit., pp.151 153., pp.167 168. 189 193 206 207 18 19 2009 70 72 2012 67
686 1 63 2 2 Day 21 Day 365 64 3 1 65 4 34 45 44 45 J. A. Michelli, op. cit., pp.79 90. 103 119 59 60
687 SQI GIA 10 10
688 2002 No 1 α 2007 2004 2009 2006 2001 2011 20 2007 4 BP 2007 2008 2009 2012 vs. 2007 vs one 21 2005 2012 2004 2004 2008 10 2011 2012 2012 2010 BP 2007 7 2012 2005 2008 2010 2011 2012 2012 3 5 2012 one 21 2006 2009 Bart Van Looy, Paul Gemmel and Roland Van Dierdonck ed. 2003, Service Management : An Integrated
689 Approach, Second Edition, Prentice Hall. 3 2004 Chris Denove and James D. Power 2006, SATISFACTION, J. D. Power and Associates. J. D. 2006 Edwin D. Fuller 2011, You Can t Lead With Your Feet On The Desk, John Wiley & Sons. 2012 Ikujiro Nonaka and Hirotaka Takeuchi 1995 The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press. 1996 Ingram Bywater 1894, Aristotelis Ethica Nicomachea, recognovit brevique adnotatione critica instruxit I. Bywater, Oxonii : E Typographeo Clarendoniano. 2 2009 James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger 1997, The Service Profit Chain, The Free Press. CS 1998 James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger 2003, The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees, TheFreePress. 2004 James L. Heskett, W. Earl Sasser, Joe Wheeler 2008, The Ownership quotient : putting the service profit chain to work for unbeatable competitive advantage, Harvard Business School Publishing Corporation. 2010 Jan Carlzon 1985, RIV PYRAMIDERNA, Albert Bonniers Förlag AB, Stockholm, Sweden. SAS1990 Joseph A. Michelli 2008, The New Gold Standard, McGraw Hill Books. 2009 Leonardo Inghilleri and Micah Solomon 2010, Exceptional Service, Exceptional Profit : The Secerts of Building a Five-Star Customer Service Organization, AMACOM. 2011 Michael Polanyi 1958, Personal Knowledge : Towards a Post-Critical Philosophy, Routledge & Kegan Paul, London. 1985 Michael Polanyi 1966, The Tacit Dimension, Routledge & Kegan Paul Ltd., London. 1980 W. Ross Ashby 1956, An Introduction to Cybernetics, Chapman & Hall. 1971 50 2005 9 2009 10 MOOK Vol.3 2006 7 64 69 44 1 2 3 4 2009 3 43 54 446
690 2003 11 70 73 40 1 1997 4 91 101 SERIES 68 56 1 2009 1 6 11 NO 2007 8 20 28 33 4 Travel Journal 2007 10 8 2007 10 29 6 CS 2009 8 4 9 2376 2000 9 18 12 18 2377 2000 9 25 22 24 40 1 2004 11 17 34 CS 47 3 1996 3 30 33 7 4 2010 3 19 31 61 5 757 2006 5 62 69 2012 1 56 59 HRM 82 2 2012 7 1 19 1 167 2005 2 331 351 2 172 2006 3 57 80 Associé 2005 6 7 148 151 S. The 21 24 7 2007 7 49 52 S. The 21 24 8 2007 8 49 52 Quality Management 53 12 2002 12 13 41 2012 133 147 8 2009 115 127 59 12 2008 12 4 7
691 21 2 2008 89 103 57 5 2010 5 72 75 9 1 1994 27 38 JAL MOOK Vol.3 2006 7 10 12 160 2003 3 211 226 2010 12 13 66 69 13 5 149 2001 5 21 25 2012 28 70 BOSS 23 10 286 2008 10 6 9 35 6 2004 9 1 19 60 3 2012 Win. 110 124 2002 12 54 63 5 2005 9 12 58 61 21 12 2009 12 12 19 9 2003 12 5 49 51 39 2002 46 50 2 2000 6 20 34 36 1 2010 55 70 8 2003 77 81 2010 11 6 11 2009 151 165 351 2009 9 135 155 2010 163 185
692 16 2009 91 107 2007 11 20 25 14 2 2002 12 67 76 5 2002 11 53 54 2012 104 114 TOP 51 15 2006 8 15 4 7 TOP 51 17 2006 9 15 4 7 2009 7 87 89 CU Works 53 2002 8 9 5 9 DIAMOND 2006 4 172 173 2008 42 46 DIAMOND 4 DIAMOND 27 12 2002 12 95 100 James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger Putting the Service-Profit Chain to Work Harvard Business Review, March-April 1994., pp.164 174. DIAMOND 1994 6 7 4 15 DIAMOND 2000 13 45 DIAMOND 2005 1 34 Jay Barney Firm Resources and Sustained Competitive Advantage Journal of Management, Vol.17 No.1. March 1991., pp.99 120. Masaru Yamashita and Tatsuya Uenoyama Boundaryless Career and adaptive HR practices in Japan s hotel industry Career Development International, Vol.11 No.3, 2006., pp.230 242. Paul Hemp, My week as a Room-Service Waiter at the Ritz, Harvard business Review, 2002 June., pp.50 62. DIA- MOND 27 7 2002 7 54 67 DIAMOND 2005 105 140 RosaChunandGrayDavies Employee Happiness Isn t Enough to Satisfy Customers Harvard Business Review, April 2009., p.19. DIAMOND DIAMOND 2010 7 104 105 CS 47 3 1996 3 30 33
693 Softnomics 16 2 2000 2 12 19 1997 7 41 46 2006 8 60 67 2007 3 31 30 62 GM 2006 9 67 68 272 2007 4 32 39 2007 6 8 22 29 51 MOOK Vol.10 2007 8 7 8 2008 1 26 55 56 Associé 2008 3 18 37 39 2008 6 28 42 43 38 2009 11 26 2012 8 7 14 33 40 2012 9 15 34 35 DO IT! CS 2 DVD 2001 3 3 CD-ROM 2005 261 2007 5 1 Malcolm Baldrige National Quality Award 1999 Award Recipient, Service Category The Ritz-Carlton Hotel Company, L. L. C. http : //www.nist.gov/baldrige/ritz.cfm 2013 1 5 J. D. POWER ASIA PACIFIC http : //japan.jdpower.com/news/201221781/ 2013 1 6 The Ritz-Carlton Hotel Company, L. L. C. http : //corporate.ritzcarlton.com/ 2013 1 7