Operational Resilience and Service Recovery Strategies of Nepali-Owned Restaurants in Japan During the COVID-19 Pandemic


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.

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