Kodawari and Hospitality: a multicase study of japanese restaurants

• Autor(a) principal: Gimenes Minasse, Maria Henriqueta
• Data de Publicação: 2023
• Outros Autores: Shinagava de Carvalho, Cinthia
• Tipo de documento: Artigo
• Idioma: por; eng
• Título da fonte: Marketing & Tourism Review
• Texto Completo: https://revistas.face.ufmg.br/index.php/mtr/article/view/7857
• topic: kodawari; hospitality; Restaurants; Kodawari; Hospitalidade; Restaurantes; kodawari; hospitalidad; restaurantes

The Japanese credibility in the manufacture of products and in services provision  was built from different philosophies. One of them is kodawari, understood as the constant search for perfection that can be applied in different businesses and processes. This article aims to identify the principles of kodawari that can be applied into restaurants, also investigating  which principles of this philosophy are applied in Japanese restaurants in São Paulo (SP) and can contribute to increasing the competitiveness of these enterprises. This is a multiple case study (Yin, 2005) with the Murakami, JoJo Ramen and Nakka restaurants as cases. The data collection strategies were: bibliographic review, non-participatory direct observation, interview with the restaurants managers (general, service and kitchen management) and document analysis. The main results are: the identification of 21 kodawari principles applicable to restaurants; the identification of the importance of omotenashi no as a spirit of hospitality in the studied restaurants and in the context of kodawari; the application of kodawari principles mainly in the areas of production and service of the studied restaurants; the application of kodawari principles promoting the main strategies and the main competitive resources of the studied restaurants.