Topic Author
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Japan's Service Industries

Thu Feb 13, 2003 4:11 am

Those of you who have lived or visited Japan know that the country is renowned for its hospitality and excellent services. Though it is expensive, the quality of Japanese service is hard to beat. Despite this strength, Japan's hoteliers and airlines seem to cater to Japanese customers exclusively and have not effectively globalized. The world's premium hotel chains: Hyatt, Four Seasons, Sofitel and so on noticeably lack a Japanese presence.

Despite Japan's excellent geography as a gateway to Asia, Singapore, Korean, and other carriers seem to carry more transit traffic than do the Japanese airlines. It is really strange.

Do any of you have any ideas why Japan has failed to capitalize on this strength? I have a couple but I'd like to hear some others.
Topic Author
Posts: 6605
Joined: Tue Jan 29, 2002 1:43 am

RE: Japan's Service Industries

Fri Feb 14, 2003 6:45 am

Maybe I should have tried a different title. Anyway, my own theory is that Japan is so tradition-bound, that they hang onto some very inefficient practices that pervade through their service industry. For whatever reason, there is no cultural bias towards improvisation in the manufacturing sector.
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Joined: Thu Nov 08, 2001 7:05 am

RE: Japan's Service Industries

Fri Feb 14, 2003 7:39 am

It's the old fight between profits and service.

I've never been to Japan, but usually great customer service is expensive. You have to pay the employees more money to keep them motiviated, and offer more to customers.

The cutomer service at Holiday Inn is very different from the customer service at The Plaza, and so is the cost.

If Japan had a way to have great customer service, without high prices then they cangrow their product all over the world.

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