Japanese customer service and meeting the expectations of Japanese tourists in Finland
Fors, Jessica (2018)
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018052810764
https://urn.fi/URN:NBN:fi:amk-2018052810764
Tiivistelmä
The objective of this thesis is to study the Japanese style of hospitality and find out what makes it different from the service styles of other countries. Based on these findings the author wants to find out what aspects of Japanese customer service Finnish service providers could implement, in order to better meet the expectations of Japanese tourists.
The thesis is non-commissioned and the idea for it came from the author’s personal interest in and experience with Japanese hospitality.
The thesis starts by discussing the importance of tourism in Finland and the increase of Japanese tourists to the country. A general explanation of what customer service is follows, and after that it looks at how both hospitality workers and customers view service as well as what they find important. It goes on to discuss the Japanese service style and how it and other countries’ styles differ from each other.
Next, the research objective, methodology and delimitations are presented. The thesis makes use of the qualitative approach and a literature review. This method let the author take a deeper look at the research question from the inside to try to understand it with the whole picture in mind. The qualitative approach better explains the theoretical and historical background of the problem than the quantitative. The author chose to focus the thesis on Japan because of personal interest in the country and experience of its service style.
The findings of the thesis are that the Japanese expect quality service and the kind of service they are used to from back at home, even when they travel abroad. They appreciate being able to use Japanese language when travelling. Finnish service providers that deal with Japanese people should learn about the Japanese service style and adapt it in order to meet the expectations of the Japanese customers and satisfy them. These results confirmed the author’s own view on Japanese service and Japanese tourists’ expectations.
The thesis concludes with a reflection on the author’s own learning and lastly with suggestions for further research.
The thesis is non-commissioned and the idea for it came from the author’s personal interest in and experience with Japanese hospitality.
The thesis starts by discussing the importance of tourism in Finland and the increase of Japanese tourists to the country. A general explanation of what customer service is follows, and after that it looks at how both hospitality workers and customers view service as well as what they find important. It goes on to discuss the Japanese service style and how it and other countries’ styles differ from each other.
Next, the research objective, methodology and delimitations are presented. The thesis makes use of the qualitative approach and a literature review. This method let the author take a deeper look at the research question from the inside to try to understand it with the whole picture in mind. The qualitative approach better explains the theoretical and historical background of the problem than the quantitative. The author chose to focus the thesis on Japan because of personal interest in the country and experience of its service style.
The findings of the thesis are that the Japanese expect quality service and the kind of service they are used to from back at home, even when they travel abroad. They appreciate being able to use Japanese language when travelling. Finnish service providers that deal with Japanese people should learn about the Japanese service style and adapt it in order to meet the expectations of the Japanese customers and satisfy them. These results confirmed the author’s own view on Japanese service and Japanese tourists’ expectations.
The thesis concludes with a reflection on the author’s own learning and lastly with suggestions for further research.