JAPANESE PHILOSOPHY OF SERVICE

Abstract

The Japanese typically demand much higher levels and quality of service than expected elsewhere in the world. Extensive after‐sales support, service, and personal attention are required to obtain and keep the Japanese customer. This paper examines the following questions and their ramifications for Marketers: what are the service requirements in Japan ? How did they evolve? What do they cost the Japanese customer in time and money? What does the future hold for service in Japan?

Citation

Herbig, P.A. and Palumbo, F.A. (1994), "JAPANESE PHILOSOPHY OF SERVICE", International Journal of Commerce and Management, Vol. 4 No. 1/2, pp. 69-83. https://doi.org/10.1108/eb047288