High customer service quality in the beauty service design
by Masaki Iijima; Kentaro Azuma
International Journal of Services Technology and Management (IJSTM), Vol. 21, No. 1/2/3, 2015

Abstract: Most of the Japanese cosmetics market is operated according to the 'small profits and quick returns' type of system. Customer service is often unsatisfactory. The cosmetics shop studied in this case offered high-quality products and services to regional and return customers. In Japan, urban m areas are surrounded by residential societies that have many rich families. Shop staff in the cosmetics stores usually has high skills and possess a variety of knowledge as professional technicians. They offer customers unique services known as Omotenashi in Japanese. Another effective management strategy is to share the information by SMS among shop staff members and managers. Through these activities, they keep a friendly relationship without complaints. The head at these stores aims to create a leading regional brand, and this leadership effectively helps to form a consensus among staff members.

Online publication date: Wed, 12-Aug-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com