Authors :
Naresh Basnet; Yoshiki Kago
Volume/Issue :
Volume 8 - 2023, Issue 10 - October
Google Scholar :
https://tinyurl.com/e5w28bxt
Scribd :
https://tinyurl.com/y975fbxt
DOI :
https://doi.org/10.5281/zenodo.10090157
Abstract :
This study investigates the operational
resilience and service recovery measures of
Nepali-owned restaurants in Shinjuku Ward, out of the
23 wards in Tokyo Metropolitan, Japan, during the
COVID-19 outbreak. With five key
elements—diversifying service models, engaging patrons
actively, supporting workers, prioritizing health and
safety precautions, and displaying financial
resilience—these restaurants have shown extraordinary
flexibility. In order to increase customer satisfaction and
trust, the service recovery study demonstrated the value
of customer input, adaptable managerial reactions,
successful employee-customer interactions, and
resolution techniques. Although restaurant approaches
differed, these findings highlighted their determination
and commitment to client satisfaction and safety. These
findings have broader implications for Japanese culture,
public policies, immigrant communities, and the service
industry beyond the restaurant business. They highlight
the importance of multicultural contributions, proactive
public support, immigrant community resilience, and
customer-centric strategies in overcoming obstacles and
promoting inclusivity.
Keywords :
Service Recovery, Operational Resilience, Nepali-Owned Restaurants, Small and Medium Enterprises.
This study investigates the operational
resilience and service recovery measures of
Nepali-owned restaurants in Shinjuku Ward, out of the
23 wards in Tokyo Metropolitan, Japan, during the
COVID-19 outbreak. With five key
elements—diversifying service models, engaging patrons
actively, supporting workers, prioritizing health and
safety precautions, and displaying financial
resilience—these restaurants have shown extraordinary
flexibility. In order to increase customer satisfaction and
trust, the service recovery study demonstrated the value
of customer input, adaptable managerial reactions,
successful employee-customer interactions, and
resolution techniques. Although restaurant approaches
differed, these findings highlighted their determination
and commitment to client satisfaction and safety. These
findings have broader implications for Japanese culture,
public policies, immigrant communities, and the service
industry beyond the restaurant business. They highlight
the importance of multicultural contributions, proactive
public support, immigrant community resilience, and
customer-centric strategies in overcoming obstacles and
promoting inclusivity.
Keywords :
Service Recovery, Operational Resilience, Nepali-Owned Restaurants, Small and Medium Enterprises.
