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“Omotenashi” Must Comprise Hospitality and Service

The Importance of a Clinical Approach to Practice and Science in the Service Industry

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Serviceology for Services (ICServ 2020)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1189))

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Abstract

The divergence of “scientific knowledge” and “practical knowledge” is suppressing productivity in the service industry. This is because science is lacking in the perspective viability that is demanded by practice. A concept of service must be created through a “clinical” approach done as fieldwork, with both science and practice using common terminology. By clinically redefining the three keywords of the service industry, “omotenashi,” “hospitality,” and “service,” this paper elucidates the correlation between productivity and these concepts in order to bring science and practice closer together. The redefinition is, specifically, that “Hospitality” refers to the development characteristics that arise to meet the complex needs of customers, while “Service” refers to the accumulation of “hospitality” knowledge, as filtered and standardized by businesses. Additionally, “Omotenashi” refers to the added value of the experience that is expected by customers, and is a “story” that is created from a combination of “Hospitality” and “Service.” What contribution can a redefinition of these three concepts make to productivity? The contribution to be made is toward an enhancement of productivity, made possible by a research approach that is both scientific and practical, and that incorporates diverse hypotheses in a manner that has been hitherto difficult to accomplish; this is to be achieved by clarifying the interrelation between the concepts.

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Author information

Authors and Affiliations

  1. Graduate School of Management, Kyoto University, Kyoto, 606-8317, Japan

    Tetsuo Kuboyama

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  1. Tetsuo Kuboyama
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Correspondence to Tetsuo Kuboyama .

Editor information

Editors and Affiliations

  1. National Institute of AIST, Tokyo, Japan

    Takeshi Takenaka

  2. Kyoto University, Kyoto, Japan

    Spring Han

  3. Graduate School of Business Administration, Kobe University, Kobe, Japan

    Chieko Minami

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Kuboyama, T. (2020). “Omotenashi” Must Comprise Hospitality and Service. In: Takenaka, T., Han, S., Minami, C. (eds) Serviceology for Services. ICServ 2020. Communications in Computer and Information Science, vol 1189. Springer, Singapore. https://doi.org/10.1007/978-981-15-3118-7_3

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  • DOI: https://doi.org/10.1007/978-981-15-3118-7_3

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-15-3117-0

  • Online ISBN: 978-981-15-3118-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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