ENHANCING PENANG HOMESTAY EXPERIENCE THROUGH CROSS-CULTURAL BENCHMARKING FROM JAPANESE HOMESTAY HOSPITALITY; [APRIMORAMENTO DA EXPERIÊNCIA DE HOSPEDAGEM EM CASA DE FAMÍLIA EM PENANG POR MEIO DE BENCHMARKING INTERCULTURAL DA HOSPITALIDADE EM CASA DE FAMÍLIA JAPONESA]; [MEJORA DE LA EXPERIENCIA DE ALOJAMIENTO EN FAMILIA EN PENANG MEDIANTE LA EVALUACIÓN COMPARATIVA INTERCULTURAL DE LA HOSPITALIDAD JAPONESA EN FAMILIA]

• Published in: Revista de Gestao Social e Ambiental
• Main Author: Abdullah A.; Isa N.M.; Azmi A.; Wahab M.F.A.; Tahir M.S.; Ishak M.A.
• Format: Article
• Language: English
• Published: ANPAD - Associacao Nacional de Pos-Graduacao e Pesquisa em Administracao 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85193469137&doi=10.24857%2fRGSA.V18N6-001&partnerID=40&md5=9c34ba22b19af2c96f20bf1e8819226d

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.