GMBAGlobal MBA Program

This course provides an introduction to Service Management in Japan. This is done in the context of lessons from the study of the innovation process, for which the service sector is a key and growing platform, and which also provides a framework for understanding challenges to service sector growth in Japan. The Japan-specific context for Service Management is explored, with special attention on such cultural artifacts as “omotenashi” ‒ Japanese style hospitality ‒ which played a prominent role in the staging of the 2020 Tokyo Olympics (which was postponed to 2021).

This course also contributes to the three core learning objectives of the GMBA Program, which are to instill the following skills:
1 Practical Management Competency
2 Critical Analysis Competency
3 Communication Competency

The goal of this course is to develop understanding of Service Management in Japan, and the forces driving it. Upon completion of the course, students should have a basic knowledge of the main components of and expectations for the service sector in Japan and overseas, of the specific characteristics of services in Japan, and of the major constraints driving change in them. Students will be able to use concepts from the study of innovation to assess these constraints, and appreciate the word “Omotenashi” (Japanese style hospitality), which has become the focal point for the discussion of services and Service Management in Japan for both large corporations as well as small & medium enterprises.

Will be able to gain“DP1”,“DP2”,“DP3”,“DP4”and“DP5”.

英語 / English

The primary approach of this course is in-class discussion -- in the form of both lectures and guided discourse -- supported by outside readings. Students are expected to actively participate in this discussion based on knowledge gained from the readings, and will be tested on their knowledge via presentations, assignments, quizzes and exams.

あり / Yes

なし / No

授業形態/methods of teaching：対面/face to face

※各回の授業形態は予定です。教員の指示に従ってください。

1[対面/face to face]：Introduction

What is service management?

2[対面/face to face]：Global Promise of Services

Economic development and the service sector

3[対面/face to face]：Promise of Services in Japan

Economic development and Japan's service sector

4[対面/face to face]：Services & Innovation

Problem solving, organizational dynamics and service management

5[対面/face to face]：Inside the Black Box of Service Businesses

Japanese-style communication and the service business value chain

6[対面/face to face]：Tourism and the Olympics of Omotenashi

What is Omotenashi, and does it make an industry?

7[対面/face to face]：What’s Next?

Outlook for service management

Readings will be assigned during class, either via handouts or URLs for downloads. These materials are to be read thoroughly, and the student ready for discussion during the next class meeting and a quiz. Assignments in the form of short reports, presentations and take-home exams will be given as needed. A final exam, report and/or presentation will be required at the end of the course.
(In general students may expect 1 to 3 hours per week required outside of class for reading and assignments.)

No textbook will be used. Handouts and reading material will be provided. Access to the internet will be needed both during and outside of class, as well as a computer for access and writing.

Handouts or URLs to reference materials will be provided. Access to the internet will be needed both during and outside of class, as well as a computer for access and writing.

Participation and ability to use concepts 50%
Mid-term assignments 20%
Final assignments 30%



Overall assessments are made in consideration of the three core learning objectives of the GMBA Program, which are instilling the following competencies:

1 Practical Management Competency

Learning Outcome 1a. Management Planning:
Student demonstrates competency in the application of the principles of management theory & practice to the planning of new business and/or the assessment of existing business

Learning Outcome 1b. Strategy Execution:
Student demonstrates competency in the application of the principles of management strategy to the planning of new business and/or the assessment of existing business


2 Critical Analytical Competency

Learning Outcome 2a. Hypothesis Setting:
Demonstrates competency in the formulation of hypotheses used to validate the planning of new business and/or the assessment of existing business

Learning Outcome 2b. Hypothesis Testing:
Demonstrates competency in the evaluation of hypotheses used to validate the planning of new business and/or the assessment of existing business


3 Communication Competency

Learning Outcome 3a. Written Communication
Demonstrates competency in professional written communication

Learning Outcome 3b. Spoken Communication
Demonstrates competency in professional spoken communication

Not applicable

Students should have use of a computer for internet access and writing, should bring the computer to class, and have access to the internet outside of class as well.

1) Office Hours: Class Days (Thursday) 18:00-18:30

2) Due to the COVID-19 pandemic, courses this year will be held either in person or online according to the decisions of Hosei University, the Business School of Innovation Management, and the GMBA Program. Please check the university website and communications from the university for the final decision each quarter. In case of online course, please check the HOPPII system (学習支援システム) for specific online instructions of each course.

3) Each class above (1~7) uses two class periods of 1 hour 40 minutes each, for a total of 3 hours 20 minutes per class