Retail service management

Management du service dans le commerce de détail

Gilles Paché
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Gilles Paché: CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université

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Abstract: This viewpoint explores the Japanese konbini as a culturally embedded retail institution shaped by ritualized service. Drawing on a culturalist perspective, the study identifies three key features: codified interactions, operational integration, and discreet yet reliable customer experience. Based on 28 non-participant observation sessions in Japan, it argues that konbini success lies not only in logistics but in deep cultural alignment with norms of omotenashi. The viewpoint examines the model's limited transferability to European contexts—especially France—due to contrasting service expectations, legal constraints, and differing consumer values. Ultimately, the konbini is analyzed as both a commercial format and a social institution, offering insights into the symbolic dimensions of service in retail.

Keywords: Japan; Service rituals; Service expectations; Retail; Omotenashi (hospitality); Logistical challenges; Konbini model; Cultural adaptation; Rituels de service; Attentes de service; Commerce de détail; Omotenashi (hospitalité); Modèle du konbini; Japon; Défis logistiques; Adaptation culturelle (search for similar items in EconPapers)
Date: 2026-02-04
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Published in European Review of Service Economics and Management, 2026, 2025-2 (20), pp.201-218. ⟨10.48611/isbn.978-2-406-20142-7.p.0201⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05558272

DOI: 10.48611/isbn.978-2-406-20142-7.p.0201

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