A new approach to resilient hospitality management : lessons and insights from Kyoto, Japan
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書誌事項
A new approach to resilient hospitality management : lessons and insights from Kyoto, Japan
Springer, c2022
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注記
Bibliography: p. 131-134
内容説明・目次
内容説明
This book includes lessons and insights from the hospitality management approach of Japanese sustainable organizations, as well as philosophical underpinnings and numerous business practice examples. The "Japanese manner" of providing customer service and hospitality is well-known around the globe. Traditionally, Japanese organizations have specific but implicit standards for how to approach customers and other multi-stakeholders, exhibiting respect and omnipresence. Japanese hospitality is complicated, nuanced, and changing in tandem with Japanese culture. The book presents sustainable and resilient management of society, organizations, and businesses. Kyoto, in particular, is regarded as Japan's cultural capital, and it is home to not only numerous architectures classified collectively by UNESCO, but also to distinctive Japanese hospitality, customs, philosophy, and ethics. The book is a useful resource for academics and business practitioners interested in the hospitality management, service management, and human resource management. The lessons and insights in this book will also throw light on the future course of the post-pandemic era with modern technologies and their transformation.
目次
Preface
List of Figures and Tables
List of abbreviations and technical terms
Acknowledgement
Chapter 1 Understanding the Philosophy of Japanese Hospitality
1.1 Background
1.2 The Japanese Sense of Beauty - A Process from Imperfection to Perfection
1.2.1 The origins of the Japanese sense of beauty
1.2.2 Elements that characterize Japanese values of beauty
1.2.3 Asymmetry
1.2.4 Simplicity
1.2.5 Making use of "Ma"(space)
1.2.6 Respect for the passage of time
1.3 Authentic Borderline - What should change and what should not change
1.4 Japanese Hospitality "Omotenashi" - Its Origin, History, Philosophy and Expression
1.4.1 Origin and History of Japanese Hospitality "Omotenashi"
1.4.2 The Concept of Hospitality and Its Expression
1.5 Sustainability of "Ikebana" - A Japanese Traditional Culture Epitomizing Japanese Hospitality
1.5.1 Japanese sense of beauty derived from harmony with nature
1.5.2 Long-term trustworthy relationships with local communities
1.5.3 Regional characteristics of Kyoto
1.5.4 The hospitality mind
Chapter 2 Structural Mechanism for Resilience in the Management of Intangible Assets
2.1 Dynamic Balancing Against Crisis, Disaster, and Environmental Change
2.1.1 Dynamic balancing in sustainable activities
2.2 Assemblance of Shinise - One of the Highest Density Regions of "Shops of Long Standing" in the World
2.2.1 What is a long-standing company in Japan?
2.2.2 "Shinise" located in Kyoto and Osaka
2.3 Juxtaposition - A Resilient Structure for Sustainability
2.4 Metamodel - A Mechanism for Adapting Environmental Change
2.4.1 Kata (model) and metamodel (model for model)
2.4.2 Shu - Ha - Ri
2.4.3 The case of ikebana
2.4.4 Relation to the authentic borderline
2.5 Brand Development through Storytelling
2.6 Long-term Trustworthy Relationship Among Multi-stakeholders
2.6.1 Stakeholder theory and the history of Sanpo-yoshi
2.6.2 How to build long-term relationships with customers
2.6.2.1 Customer experience based on core competencies
2.6.2.2 Implementation of effective engagement strategies
2.6.2.3 Customer Empathy
2.6.3 Leadership with a Hospitality Mindset
2.7 Case: Hiiragiya - A Traditional Ryokan (Japanese-style Inn) in Kyoto
2.7.1 History of Hiiragiya
2.7.2 The Hiiragiya's sense of beauty and hospitality
2.7.3 Hiiragiya's resilient hospitality management
2.7.4 Hiiragiya after the pandemic
2.8 Case: Hosoo - More than Fabric and Textile
2.9 Case: Eirakuya - A Deign Innovation for Tenugui (Plain Weave Cotton Cloth)
2.9.1 The history of Eirakuya
2.9.2 Crisis of Eirakuya's survival
2.9.3 Ihee Hosotsuji, the 14th successor
2.9.4 Addressing the current crisis facing Eirakuya
2.9.5 Eirakuya's resilient hospitality management
2.10 Case: Sasaki Shuzo - The Only Long-established Sake Brewer in Downtown Kyoto
2.10.1 History of Sasaki Shuzo
2.10.2 Resilient hospitality management at Sasaki Shuzo
2.10.3 Responding to a post-pandemic and investing in the future
Chapter 3 Sustainable Society following the Advancement of Technology
3.1 Issues on Sustainability and Scalability
3.1.1 Hospitality and Omotenashi revisited
3.1.2 Sustainability and scalability
3.1.3 Popularization of high-quality services
3.2 Symbiosis and Mutualism
3.2.1 Symbiosis in business
3.2.2 The four models of symbiotic relationship in business
3.2.2.1 Shared value = A symbiotic relationship between society and business
3.2.2.2 Platform/standard-based = Interdependence of platform owner, partners, and customers
3.2.2.3 Customer + company = co-creation
3.2.2.4 A coalition = a group of companies that work together to serve a single customer.
3.2.3 Business Mutualism
3.2.4 GO ON Project in Kyoto
3.3 Sustainable Transitions with Digital Technologies
3.3.1 Digital technology adoption and business re-engineering
3.3.2 Digital Technology and hospitality industry
3.3.3 Advanced Technology as an enabler to provide highly delicate services
3.3.4 Toward sustainable future
3.4 A Sustainable Form of Culture that can be Found in Ikebana
3.5 Toward an Autonomous Distributed Society with a Hospitality Mindset
3.5.1 Characteristics of Resilience in Kyoto
3.5.2 Progress in Resilience through Digital Technology
3.5.3 Kyoto as Resilient City
3.5.4 Future Direction of Resilient Hospitality Management
Afterword
References
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