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Objective: This study embarks on a cross-cultural benchmarking investigation aimed at enriching and improvising the homestay experience in Penang, Malaysia. Theoretical framework: Literature in this study was based on how Japanese hospitality or omotenashi has garnered global recognition for its exceptional service and hospitality guest-centric approach. Method: The study employs qualitative methodology. It follows a case study approach, through interviews and observation as inductive method for data collection to understand the hospitality of Japanese homestays. Results and conclusion: Overall, this study found that omotenashi goes beyond mere service. It encompasses the art of anticipating a guest's needs and desires, creating a warm and welcoming atmosphere. Implications of the research: There is room for improvement in delivering a more personalised and immersive experience for guests to enhance service consistency and structured guest satisfaction efforts. Originality/value: Implementing Japanese hospitality practices, such as cultural immersion, attention to detail, and customisation, can significantly elevate the quality of homestays to attract travellers seeking authentic and enriching experiences.
Abdullah et al. (Mon,) studied this question.