Designing Interaction between Service Experience and Organizational Culture:

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  • Ando Kazuyo
    Professor, School of Service Innovation, Chiba University of Commerce, Japan

Bibliographic Information

Other Title
  • サービス経験の設計と組織文化
  • Case of the Luxury Hotel “Halekulani” by Mitsui Fudosan Co., Ltd.
  • ― 三井不動産株式会社「ハレクラニ」の事例 ―

Abstract

<p>Halekulani was once a popular bungalow hotel. About 35 years ago, when Mitsui Fudosan Co., Ltd. reopened Halekulani, the goal was for it to become a luxury hotel providing services suitable for a “house befitting heaven”, as its name means. This paper analyze the Halekulani’s high quality service along the servuction framework and considering from the viewpoint of the following elements: physical environment, process of service assembly, and participants. In addition, we disassembled the “bundle of service benefit” received by a customer, and confirmed how to provide “contingent services” and “potential services”. This case study emphasizes the importance of designing the service experience processes as well as penetrating the shared values of the organization into these processes.</p>

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