@article{oai:icu.repo.nii.ac.jp:00002623,
 author = {寺阪, 今日子 and 稲葉, 祐之},
 issue = {78},
 journal = {社会科学ジャーナル, The Journal of Social Science},
 month = {Sep},
 note = {This paper aims to examine the difference between “Hospitality” and Japanese Hospitality called “Omotenashi”. It will examine its difference of components, characteristics, and managements that generates hospitality and Omotenashi. The main theme is to reveal the strategy which generates Omotenashi, how to intend to produce Omotenashi.
In recent years, Japanese hospitality is asked for not just in the tourist industry but also in the whole business world. The reason why the hospitality is required is that required things have been shifted from quantity to quality, from price to value, and from hard to soft. Therefore, hospitality became one of the strategies of the business. Especially in Japan, there is an original hospitality called “Omotenashi”.
Although it is regarded as a Japanese culture, Omotenashi has not been revealed its characteristic and management. In other word, Omotenashi has been confused idea with hospitality. Therefore, this thesis will examine characteristics and management of Omotenashi from comparison with hospitality as a western hospitality.
Literature shows that the Omotenashi is a translation of hospitality. However, there is some difference between hospitality and Omotenashi. First, Omotenashi is more related with Japanese culture. Therefore, Japanese people cannot make mistake and aim perfect. In other word, there is nothing left to be wished for.
Also literature shows that there are some similar concepts between Omotenashi and hospitality. First, both Omotenashi and hospitality are “spiritual” idea. It means that both of them influence for the mind of visitor or guests. Second, both Omotenashi and hospitality shows relationship that between customer and staff is same position. It means that staff is not necessary to obey customers. Third, both ideas direct places or situation. In other word, both ideas contain the meaning that entertains customers to create services or arrange environment. Finally, warmth of person is important factor of both ideas. Customers expect staff to treat kindly and to sympathize.
Conversely, the difference between Omotenashi and hospitality is that Omotenashi contains Japanese traditional rules. The rules based on culture create that elegant and reserved attitude. Moreover, it is similar idea with manner.
This thesis carries out interviews and case study in order to reveal objective characteristics of Omotenashi and universal management of Omotenashi. As a consequence, Omotenashi is based on the idea that to prevent reducing values is the most important thing. Japanese customers have high expectation to the service from the beginning. It means that Japanese customers have knowledge of service. Therefore, staff needs to act carefully in order not to make customers uncomfortable.
The result of analyzing case studies of famous hotel, which are The Ritz Carlton Oosaka and Kagaya, is that hospitality management is addition of values, and Omotenashi management is to prevent subtracting values. Hospitality aims to make additional values in order to comfort customers. On the other hand, Omotenashi aim not to make uncomfortable to customers.
In conclusion, the notion of Japanese special hospitality called “Omotenashi” is exist. The definition of Omotenashi in this thesis is that Omotenashi is the action based on the notion about Japanese manner to show respects to customers. Besides, this thesis analyzes management of Omotenashi and hospitality. The analysis demonstrated that management of hospitality is based on value-added and that management of hospitality is based on preventing value reducing.
This consequences will be used all industry. In addition, this consequences aim to raise the quality of Japanese services.},
 pages = {85--120},
 title = {「ホスピタリティ」と「おもてなし」サービスの比較分析──「おもてなし」の特徴とマネジメント──},
 year = {2014}
}