Analysis of Japanese TV drama hospitality spirit of service Based on the Theory of Omotenashi

Abstract

Due to Japanese are very concerning about the foundation of service. The spreading of the service education is based on the hospitality. Therefore, when the study talked about Japan we often said that has a good impression on service aspect. This study is mainly based on the 「おもてなし(omotenashi)」, and the range research is the chosen two Japanese TV drama ＂The duck went to Kyoto ~ Hostess diaries of long-established ryokan＂ and ＂Dondo hare＂. Through literature analysis to understand the Japanese spirit of service (omotenashi) and「Hospitality」 the definition and the difference . This study adopted case study method, based on the ＂omotenashi＂ and ＂hospitality＂ theory to further collect and analyze the related literature through the collection of Japanese TV drama series plot, and then to construct the case study of Japanese hospitality spirit through the theoretical analysis. and we can realize what is the service spirit of Japan. The analysis was conducted based on the contents of the Japanese dramas through internal analysis and external analysis. The internal analysis was conducted mainly on five dimensions including hotel philosophy, hotel's insistence, service language, service postures, and hotel's crisis management. While the external analysis is about the customers' feedback to the hotel.