5 japanese hospitality(omotenashi)
TRANSCRIPT
Japanese Hospitality(Omotenashi): The Best in the World or not?
B12421 Tomoko Kaifuku
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
1. Introduction
1. Introduction
Yomiuri 2015a
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
2. Defining Terms
• Omotenashi– Japan’s service and hospitality culture seeks to
“strike a balance between being attentive but not intrusive, while anticipating a guest’s needs”
The Sydney Morning Herald (2013)
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
3. Evidence for the Best
• 3.1– Travel & Tourism Competitiveness
• 3.2– Satisfaction of Foreign Visitors to Japan
3.1. Travel & Tourism Competitiveness
World Economic Forum 2015
Table 1： The Travel & Tourism Competitiveness Index 2015 Ranking
3.1. Travel & Tourism Competitiveness
World Economic Forum 2015
Japan’s service and hospitality culture seeks to “strike a balance between being attentive but not intrusive, while anticipating a guest’s needs”
3.2. Satisfaction of Foreign Visitors to Japan
必ず来たい51%来たい
40%
やや来たい5%
何ともいえない3%
あまり来たくない0%
来たくない0%
絶対来たくない0%
Figure 2: the wil to go back to Japan
Source: Japan Tourism Agency 2015
大変満足46%
満足45%
やや満足5%
普通4%
やや不満0%不満0%
大変不満0%
Figure 1: the degree of satisfaction to travel in Japan
3.2. Satisfaction of Foreign Visitors to Japan
必ず来たい51%来たい
40%
やや来たい5%
何ともいえない3%
あまり来たくない0%
来たくない0%
絶対来たくない0%
Figure 2: the wil to go back to Japan
Source: Japan Tourism Agency 2015
大変満足46%
満足45%
やや満足5%
普通4%
やや不満0%不満0%
大変不満0%
Figure 1: the degree of satisfaction to travel in Japan
97%
96%
Japan’s service and hospitality culture seeks to “strike a balance between being attentive but not intrusive, while anticipating a guest’s needs”
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
4. Evidence for NOT
• 4.1– The Number of Arrivals to Japan
• 4.2– Criticism by a Foreign Expert
4.1. The Number of Arrivals to Japan
1. France …83.7 million 2. The USA …74.757 million3. Spain …64.995 million
22. Japan …13.413 million
UNWTO (United Nations World Tourism Organization) 2014
Japan’s service and hospitality culture seeks to “strike a balance between being attentive but not
intrusive, while anticipating a guest’s needs”
Table 2: the ranking of the number of tourists arrivals
4.2. Criticism by a Foreign Expert
David Atkinson
The Japan Times 2014a
Needs are not being met• Installing signs in English
that have been proofread by a native speaker• Producing souvenirs that
match foreigners’ lifestyle
4.2. Criticism by a Foreign Expert
• Bulet Train from Narita Airport(pp.172)• Lack of Trash bin(pp.180)• Poor Variety of Prices (pp.198)
Atkinson 2015
Japan’s service and hospitality culture seeks to “strike a balance between being attentive but not
intrusive, while anticipating a guest’s needs”
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
5. Analysis
• 3.1 ← Discrimination toward Foreign People• 3.2 ← Examples of Dissatisfaction• 4.1 ← Increase of arrivals• 4.2 ← Offering What Visitors Want
3.1. Travel & Tourism Competitiveness
World Economic Forum 2015
Figure 1： The Travel & Tourism Competitiveness Index 2015 Ranking
5.1. Discrimination toward Foreign People
The Asia Pacific Journal: Japan Focus 2015
5.1. Discrimination toward Foreign People
• Otaru, Hokkaido
Hokkaido Shimbun 1999
5.1. Discrimination toward Foreign People
The Huffington Post 2014
THE ROGUES' GALLERY 2014
3.1. Travel & Tourism Competitiveness
World Economic Forum 2015
Figure 1： The Travel & Tourism Competitiveness Index 2015 Ranking
3.2. Satisfaction of Foreign Visitors to Japan
必ず来たい51%来たい
40%
やや来たい5%
何ともいえない3%
あまり来たくない0%
来たくない0%
絶対来たくない0%
Figure 2: the wil to go back to Japan
Source: Japan Tourism Agency 2015a
大変満足46%
満足45%
やや満足5%
普通4%
やや不満0%不満0%
大変不満0%
Figure 1: the degree of satisfaction to travel in Japan
97%
96%
5.2. Examples of Dissatisfaction
Japan Tourism Agency 2014a: p3
Table3: Foreign Tourists’ Inconvenience ・ toward Dissatisfaction of the Environment to accept them
5.2. Examples of DissatisfactionTop six items that foreign visitors have found a problem with:
• 1. Lack of signposts, maps, street signs indicated in foreign languages (37.3%)
• 2. Inconvenient locations of tourist information center (28.9%)• 3. Difficulty in communicating in foreign languages “ even in
English (20.0%)• 4. Too few installations of ATM that accepts credit cards (17.8%)• 5. Complexity in using public transportation (15.4%)• 6. Insufficient number of trash cans and benches in town (14.0%)
Tokyo TOMO 2009
3.2. Satisfaction of Foreign Visitors to Japan
必ず来たい51%来たい
40%
やや来たい5%
何ともいえない3%
あまり来たくない0%
来たくない0%
絶対来たくない0%
Figure 2: the wil to go back to Japan
Source: Japan Tourism Agency 2015a
大変満足46%
満足45%
やや満足5%
普通4%
やや不満0%不満0%
大変不満0%
Figure 1: the degree of satisfaction to travel in Japan
97%
96%
4.1. The Number of Arrivals to Japan
1. France …83.7 million 2. The USA …74.757 million3. Spain …64.995 million
22. Japan …13.413 million
UNWTO (United Nations World Tourism Organization) 2014
Table 2: the ranking of the number of tourists arrivals
5.3. Increase of Arrivals
Yomiuri 2015b
Figure 3: the number of arrivals to Japan
• 1448 million people• Doubled over last decade• But…
4.1. The Number of Arrivals to Japan
1. France …83.7 million 2. The USA …74.757 million3. Spain …64.995 million
22. Japan …13.413 million
UNWTO (United Nations World Tourism Organization) 2014
Table 2: the ranking of the number of tourists arrivals
4.2. Criticism by a Foreign Expert
David Atkinson
The Japan Times 2014
Needs are not being met• Installing signs in English
that have been proofread by a native speaker• Producing souvenirs that
match foreigners’ lifestyle
5.4. Offering What Visitors Want
• Halal Food
• Signs Nihon Kēzai Shimbun 2015
Nihon Kēzai Shimbun 2013
5.4. Offering What Visitors Want
• ATMs to withdraw cash with a foreign credit card
• Multi-Language support– Application– Interpritor-gudes– Musium
• Promotion of free-wifi• Improvement of access to airports
The Japan Times 2014b
Japan Tourism Agency 2015b :pp.32~44
4.2. Criticism by a Foreign Expert
David Atkinson
The Japan Times 2014
Needs are not being met• Installing signs in English
that have been proofread by a native speaker• Producing souvenirs that
match foreigners’ lifestyle
5. Analysis
• 3.1– Travel & Tourism Competitiveness
• 3.2– Satisfaction of Foreign Visitors to Japan
• 4.1– The Number of Arrivals to Japan
• 4.2– Criticism by a Foreign Expert
6. Conclusion
Japanese Omotenashi is not the Best in the World.
Outline
1. Introduction2. Defining Terms3. Evidence for the Best4. Evidence for NOT5. Analysis6. Conclusion
Bibliography• Japan Tourism Agency by MLTI (Ministry of Land, Infrastructure, Transport and Tourism)
2015a ‘Hōnichi Gaikokujin Shōhi Dōkō Chōsa, Exel-sheet-number: Sankōhyō 3(Visitor to Japan’s Consumer Intention Investigation), the result of the investigation from 2015 April to June− aggregate result, Exel-sheet-number: reference graph 3’
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Bibliography• Hokkaidō Shimbun
1999 ‘Gaikokujin Nyūyoku Dame, Otaru de 3 Shisetsu (Foreigners are not allow to take bath, 3 Facilities in Otaru).’ (September 21)
• The Huffington Post
2014 ‘Urawa Reds no Shiai de Sabetsuteki Ōdanmaku (Discriminatory Banner in the Match of Uurawa Reds) “JAPANESE ONLY”’
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