日式款待(OMOTENASHI)的海外展開－以台灣加賀屋為例－

本論文以台湾加賀屋為例，探討日本款待文化(OMOTENASHI)在台湾的傳播方式以及當地工作人員如何接受並展現此項文化。　首先，服務業中的OMOTENASHI定位於日本的高情境文化。藉由讀取客人隱含的信息，及時提供相應的服務的日本特有服務方式。作為公司，在提供這樣的OMOTENASHI時，需要確保員工能夠提供最好的OMOTENASHI。在日本加賀屋，OMOTENASHI是以自己獨有的標語或理念來傳達給員工並實踐。此外，很多企業也會指導員工把更多精力放在服務上。除了提高客戶滿意度外，通過與員工滿意度相關的對策來營造優良的工作環境，使員工能夠更加專注於服務。　　而通過訪談的結果發現，台灣加賀屋在傳達OMOTENASHI理念的時候，概念上將service和hospitality分開來傳達OMOTENASHI的意義和應該做的事情。最後，以讓對方說出「有你真好」這句話為服務目標。此外，調查發現，台灣加賀屋的客房服務員在實踐的過程當中，不僅更加理解了OMOTENASHI的服務精髓，並在此過程中掌握OMOTENASHI的精神。

關鍵字

日式款待(OMOTENASHI) ；日本式的服務；企業理念的推廣實踐；加賀屋

並列摘要

This　thesis,　using　Kagaya　in　Taiwan　as　a　case　study,　clarifies　how　Japanese　hospitality, Omotenashi, has been conveyed in Taiwan and how it is accepted by the local staff. 　　First, Omotenashi is a Japanese-style hospitality in customer service. Japan is a high-context culture and places value on offering hospitality by reading the customer’s implicit thoughts. In providing such hospitality as a company, it is important for employees to provide the best hospitality. Kagaya in Japan, their Omotenashi is practiced by conveying to the staff Kagaya’s original motto and philosophy. In addition, the company tries to focus on improving not only customer’s service but also employee satisfaction by establishing a working environment where the staff can concentrate more on their service. 　　According to the interviews, when hospitality is taught in Kagaya, Taiwan, they convey the meaning of Omotenashi and what to do, differentiating conceptually from service and hospitality. Now, their credo says, “We wish customers to say, “I’m glad that you are here”.”Room clerks of Kagaya in Taiwan understand what Omotenashi really means in practice and know perfectly what they should do and its spirituality.