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Erschienen in:

2017 | OriginalPaper | Buchkapitel

An Analysis of Key Factors of the “Omotenashi Consumption” in Restaurants

verfasst von : Hiroyuki Miyai, Chizuru Nishio

Erschienen in: Serviceology for Smart Service System

Verlag: Springer Japan

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Abstract

“Omotenashi” is basically the Japanese term, which refers to the marking of a special occasion or the displaying to a person or persons their importance to you. Omotenashi can include birthdays, retirement parties, the giving of special gifts, and so on. In this study, the authors explore success factors in “omotenashi consumption (OC)” where consumers used restaurants. Using the critical incident technique, the data involving 1080 cases (incidents) was collected from the perspective of the omotenashi organizer (host). The authors developed a framework to analyze OC based on service encounters and customer encounters. “Customer encounter” refers to the interaction between the host(s) and guest(s). Finally, based on the findings of our study on OC in relation to restaurants, the importance of analyzing consumer-to-consumer interactions during the service consumption is discussed.

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Vorheriges Kapitel Are Superior Services Always Good for Satisfaction Formation? Consideration of Indebtedness to a Contact Person

Nächstes Kapitel Structural Equation Modeling of Purchase Funnel

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Titel: An Analysis of Key Factors of the “Omotenashi Consumption” in Restaurants
verfasst von: Hiroyuki Miyai
Chizuru Nishio
Verlag: Springer Japan
Buch: Serviceology for Smart Service System
Print ISBN: 978-4-431-56072-2

Electronic ISBN: 978-4-431-56074-6

Copyright-Jahr: 2017
DOI: https://doi.org/10.1007/978-4-431-56074-6_23

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