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Name ANDO, Kazuyo
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Title 

Designing Interaction between Service Experience and Organizational Culture: Case of the Luxury Hotel “Halekulani” by Mitsui Fudosan Co., Ltd.

					

					

						

							

								

									
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Sole Author

					

					

						

							

								

									
Summary 

									
								

							

						

						
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.

					

					

						

							

								

									
Magazine(name) 

									
								

							

						

						
Japan Marketing Journal

					

					

						

							

								

									
Volume 

									
								

							

						

						
第40巻

					

					

						

							

								

									
Subject1