Hospitality is an integral part of the service experience for tourists

Authors

• Arto Lindblom Professori
• Heikki Valkama

DOI: https://doi.org/10.33351/mt.144732

Keywords:

service experience, hospitality, omotenashi, tourism industry

Abstract

In this review article, tourism researchers from the University of Lapland examine themes that
In the tourism industry, service experiences are becoming increasingly important, with many
companies striving to stand out and differentiate themselves from their competitors through
the quality of their service. Achieving differentiation through service experiences requires both
strong customer service skills and genuine hospitality. To enhance their hospitality skills, Finnish tourism companies could learn from Japan, where hospitality, or omotenashi, is a fundamental
aspect of customer service and the overall service experience. For the Japanese, hospitality is polite manners, but above all a way of thinking, at the core of which is sincere benevolence and respect for the other party, as well as a strong emotional presence in the interaction situation. This sort of approach could provide a solid foundation for delivering superior service experiences in Finland’s tourism industry.