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Retail service management
[Management du service dans le commerce de détail]

Author

Listed:
  • Gilles Paché

    (CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université)

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.

Suggested Citation

  • Gilles Paché, 2026. "Retail service management [Management du service dans le commerce de détail]," Post-Print hal-05558272, HAL.
    • Handle: RePEc:hal:journl:hal-05558272
    DOI: 10.48611/isbn.978-2-406-20142-7.p.0201
    as

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