日本人観光客の口コミから見る日韓謝罪文化の比較 －ミスに対して｢謝罪がなかった｣事例から－

다국어 초록 (Multilingual Abstract)

This study analyzed for the content of the “complaints” in Korea trip by Japanese tourists, in particular, focused on their feeling as “trouble, or problem” in the customer service scenes, and the service provider’s response to it, and investigated by targeting the customer’s reviews on the internet. The writer considered the typology (classification), similarities and features focusing on “no apology” or “the way of apology”, and targeted the difference of “apology culture” between Korea and Japan for the consideration as one of the factors which cause the “complaints”. Also, the writer picked up the case that the “complaints” were resolved because of the “apology act”, and pointed out the importance of apology for Japanese customer. Through this research, the Japanese response or not is important to the South Koreans is dealing with matters that it became clear. It became clear that the importance is “whether there is one’s reaction to complaints or not” for Japanese people, on the other hand, “whether there is one’s dealing with the complaints or not” for Koreans people through this study. From the result above, the writer examined about “presence or absence of the reaction for Japanese people” and “Korean people’s unresponsive, or silence” furthermore, and expanded the target of study as far as “the silence of the Korean culture” and “the response to the apology”.

목차 (Table of Contents)

• 1. はじめに
• 2. 先行研究
• 2.1 謝罪行動研究の概要
• 2.2 謝罪行動の日韓比較研究
• 3. 調査および結果
• 3.1 インターネット口コミ調査
• 3.2 予備調査
• 3.3 アンケート調査(日本)
• 4. まとめと今後の展望
• [參考文獻]