Is Human Effort Truly Being Recognized?
In the previous post, I discussed how the quality of airport services is largely supported by the “human effort” behind the scenes ✈️🧳✨ But whether that effort is properly recognized and rewarded is another matter.
For instance, when airport staff thoughtfully arrange luggage or provide subtle support based on how passengers move through the space, these are not actions driven solely by a manual. They’re based on on-the-ground experience, attention to detail, and a desire to offer better service. But if these efforts are taken for granted and do not lead to fair recognition or compensation… what does that say about the system? 🤔💭
Japan’s “Dedication Model” in the Service Industry
This issue isn’t limited to airports. In Japan, many industries operate on a service model that heavily relies on employee dedication. In sectors like hospitality and food service, staff are often praised for their attentiveness and flexibility — yet there are lingering doubts about whether that hard work is being rewarded appropriately.
The culture of “doing one’s best for the customer” is admirable. However, when service systems are designed with employee sacrifice as a baseline, sustainability becomes a concern. Over time, this can lead to staff shortages and high turnover rates, as the burden becomes too great to carry.
What We Can Learn from Successful International Models
Some airports and hotels abroad have introduced systems that maintain service quality while also supporting staff motivation through incentives and tipping cultures 💰✨
In the U.S. hotel industry, for example, bonuses tied to customer satisfaction are not uncommon. This creates a more direct link between effort and reward, giving employees a clear reason to maintain high standards.
When effort leads to tangible outcomes, the motivation to provide excellent service grows naturally. In this regard, Japan’s service industries may have much to learn from such models.
How Can We Balance Effort and Reward?
So, how can we build a system in Japan where human effort is appropriately acknowledged? It’s not just about increasing salaries. There’s room to reconsider evaluation systems, working conditions, and operational efficiency.
Some possible approaches include:
- Bonus systems based on customer satisfaction
- Team-based performance evaluations
- Streamlining workflows to create a more manageable work environment
Ultimately, we need to design structures where the people powering great service are fairly recognized and rewarded.
In the next post, I’ll explore this idea further and examine how we might create a more balanced approach to effort and compensation. (to be continued)