| Summary: | Objective: This study embarks on a cross-cultural benchmarking investigation aimed at enriching and improvising the homestay experience in Penang, Malaysia. Theoretical framework: Literature in this study was based on how Japanese hospitality or omotenashi has garnered global recognition for its exceptional service and hospitality guest-centric approach. Method: The study employs qualitative methodology. It follows a case study approach, through interviews and observation as inductive method for data collection to understand the hospitality of Japanese homestays. Results and conclusion: Overall, this study found that omotenashi goes beyond mere service. It encompasses the art of anticipating a guest's needs and desires, creating a warm and welcoming atmosphere. Implications of the research: There is room for improvement in delivering a more personalised and immersive experience for guests to enhance service consistency and structured guest satisfaction efforts. Originality/value: Implementing Japanese hospitality practices, such as cultural immersion, attention to detail, and customisation, can significantly elevate the quality of homestays to attract travellers seeking authentic and enriching experiences. © 2024 ANPAD - Associacao Nacional de Pos-Graduacao e Pesquisa em Administracao. All rights reserved.
|
|---|