Master of Hospitality Administration
First Committee Member
Kurt Stahura, Chair
Number of Pages
There has been little study done concerning the service quality of Japanese hotels toward foreign guests; especially e-mail management in English has not been analyzed in Japan before. Since e-mail inquiries in English from foreign guests could be the first step for Japanese hotels to provide good service to prospective guests, managing English e-mails efficiently is a key to attracting more foreign guests. Therefore this study examined the actual condition of e-mail management at Japanese hotels by sending an English inquiry to them. Korean hotels were also included because South Korea and Japan have similar linguistic and economic backgrounds. A mystery guest approach was used in this study and a fictitious customer sent an English e-mail to each hotel, and inquired about hotel room availability. The e-mail message asked about special room rates, amenities and privileges for a honeymoon couple at the beginning of July, 2011. Information about the transportation to and from airports was also requested. After collecting the e-mail replies from the hotels, response rates and time, responsiveness, and the quality of e-mails were analyzed. At the end, some recommendations for e-mail management by Japanese hotels were proposed. It is hoped that this study will provide some insights into how Japanese hotels could achieve efficient e-mail management in English.
Customer services; Electronic mail messages; English language; Hospitality industry; Hotels; Japan; South Korea
Hospitality Administration and Management | International and Intercultural Communication | International Business | Technology and Innovation
Morikoshi, Kyoko, "E-mail Management of Japanese Hotels in Comparison with South Korean Hotels" (2011). UNLV Theses, Dissertations, Professional Papers, and Capstones. 1101.