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International and Intercultural Communication
University of Nevada, Las Vegas
Customer services; Electronic mail messages; English language; Hospitality industry; Hotels; Japan; South Korea
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Full-Text Articles in Social and Behavioral Sciences
E-Mail Management Of Japanese Hotels In Comparison With South Korean Hotels, Kyoko Morikoshi
E-Mail Management Of Japanese Hotels In Comparison With South Korean Hotels, Kyoko Morikoshi
UNLV Theses, Dissertations, Professional Papers, and Capstones
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 …