A Comparative Study of Service Culture in Japan and Indonesia from a Cultural Perspective

Abstract

Service culture is a very important factor in the service industry as it is closely associated with the quality of interaction between service providers and customers. The manner in which service is delivered may depend on the unique cultural characteristics of individual countries. The cultural characteristics may, in turn, affect the quality of service as perceived by customers. Japan is famous for its unique service culture, referred to as omotenashi. It is a kind of hospitality that is delivered sincerely, where service providers seek to serve customers wholeheartedly without any particular reward. service practice in Indonesia has developed in line with the social values and cultural norms of the community in society. The service interaction process is also affected by the friendly and courteous service attitude, as well as the social relationships between service providers and customers. Moreover, the service system in public life also affects service delivery in various service sectors.