Japan Comprehensive Service flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

RATER dimensions

Five service quality dimensions: Reliability, Assurance, Tangibles, Empathy, Responsiveness. Reliability - doing what was promised - is usually the most important to customers.

Service recovery paradox

A customer who experiences a service failure that is handled well can become more loyal than a customer who never had a problem.

Moments of truth

Every point where a customer interacts with the service shapes their perception. Managing these contact points is central to service quality.

Customer lifetime value

CLV = average purchase value × purchase frequency × customer lifespan. It estimates the total profit a customer brings and justifies retention investment.

Sonkeigo

Respectful Japanese keigo that elevates the other person. Formed with o/go + verb stem + ni naru, e.g., o-machi ni naru (to wait).

Kenjōgo

Humble Japanese keigo that lowers the speaker. Formed with o/go + verb stem + suru, e.g., o-machi suru (to wait).

Aizuchi

Japanese back-channel responses such as 'hai' and 'sō desu ne' that show the listener is engaged. They do not always mean agreement.

Double keigo

Over-elevating language created by stacking respect forms, such as 'go-ran ni nararemashita'. One respect layer is usually sufficient and preferred.

Eshaku

A light bow of about 15 degrees used for casual greetings. It is the least formal of the three main bow types.

Keirei

A business bow of about 30 degrees used for greetings and thanks in professional settings. It is the standard business bow.

Saikeirei

A deep bow of about 45 degrees used for sincere apology, gratitude, or reverence. It is the most formal bow.

Meishi kōkan

Japanese business card exchange: hold the card with both hands, text facing the receiver, and present after a brief bow.

Kamiza

The upper seat in a Japanese room, usually farthest from the door and near the tokonoma. It is reserved for the most senior or honored person.

Hō-ren-sō

The Japanese workflow of hōkoku (report), renraku (contact), and sōdan (consult). It ensures information flows to superiors and peers before action.

5S

Workplace organization method: seiri (sort), seiton (set in order), seiso (shine), seiketsu (standardize), shitsuke (sustain).

HACCP

Hazard Analysis and Critical Control Point: seven principles for food safety from hazard analysis through record-keeping, used to prevent foodborne illness.

Danger zone

The temperature range of roughly 10°C to 65°C where bacteria multiply fastest. Keep hot food above 65°C and cold food below 10°C.

Cross-contamination

Transfer of harmful bacteria from one food or surface to another. Prevented by separate cutting boards, utensils, and hand washing.

Major allergens Japan

Eight mandatory allergens: shrimp, crab, walnut, wheat, buckwheat, egg, milk, peanut. They must be declared on food labels and menus.

RACE fire response

Rescue, Alarm, Contain (close doors), Extinguish/Evacuate. A standard sequence for responding to a fire in a service setting.

PASS extinguisher use

Pull the pin, Aim at the base of the fire, Squeeze the handle, Sweep side to side. The standard technique for using a fire extinguisher.

APPI

Japan's Act on the Protection of Personal Information. It requires specified use purposes, consent for sensitive data, and safeguards for personal data.

Food Labeling Act

Japanese law requiring labels with name, ingredients, net content, best-before date, storage method, manufacturer, and nutrition information.

36 agreement

A written labor-management agreement required before overtime work under the Labor Standards Act. Without it, overtime is illegal.

Cooling-off period

A legal right under the Consumer Contract Act to cancel certain contracts within a set period, such as door-to-door or telemarketing sales.

PDCA cycle

Plan, Do, Check, Act. A continuous improvement cycle used to set targets, execute, measure results, and standardize or correct.

SOP

Standard Operating Procedure: a documented step-by-step method including purpose, scope, responsibility, actions, records, and revision history.

Reorder point

The stock level that triggers a new order: (average daily usage × lead time) + safety stock. Prevents stockouts.

Service blueprint

A diagram mapping frontstage actions, backstage actions, and support processes across the customer journey to identify failure points.

Omotenashi

Japanese hospitality that anticipates guest needs before they are expressed. It emphasizes care, respect, and attention to detail.

Halal considerations

For Muslim guests, avoid pork and alcohol in ingredients, offer halal-certified food, and indicate prayer space if available.

Tipping in Japan

Tipping is not customary in Japan. A service charge may be included in the bill, and staff may politely refuse tips.