How Labor Shortage Affects the Level of Hospitality -In Case of the Japanese Tourism Industry –

Tourism is a labour-intensive industry. The mechanism and the quality of tourism are maintained by labour force. Therefore, changes in the labour force may influence the tourism business. In a country like Japan, where quality of customer service is a main part of its tourism attractions, such change could be crucial. This study investigated the correlation of the level of customer service in Japan, and the volume of labour force. It was revealed that, during the period of rapid increase of inbound visitors to Japan, the customer satisfaction index fell, when the unemployment rate decreased,