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	<title>Comments on: Toyota failing at Customer Satisfaction Actions</title>
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	<link>http://www.satisfactionsecrets.com/customer-satisfaction/toyota-failing-at-customer-satisfaction-actions/</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>By: Frank Brinkman</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/toyota-failing-at-customer-satisfaction-actions/comment-page-1/#comment-175</link>
		<dc:creator>Frank Brinkman</dc:creator>
		<pubDate>Sat, 06 Feb 2010 03:11:05 +0000</pubDate>
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		<description>Losing Face in Japan is something that is avoided with all human effort.   What is happening  to Toyota is a loss of face for the CEO.  Here is an excerpt from Bill Thomas December 17, 2008 post on his website. This post is regarding the loss of face in the Formula I racing venues.   Bill is talking about the loss of Face by Honda, Subaru, and Suzuki.  Yet, the same information applies to all business or personal dealings in Japan.   
 http://sundayafternoonclub.blogs.topgear.com/2008/12/17/not-losing-face/

His post was as follows:

In Japan, most of life revolves around not losing face. Let there be no doubt, these three companies have now lost face, big time. But every gram of reasoning behind these terrible pull-outs is the concept of the Japanese not losing AS MUCH face as they might have done without an economic crisis. I thought I’d put ‘Japan Losing Face’ into a Google search to see what it spat out. I came across this rather heavy article:

http://www.beyondintractability.org/essay/face/

Rather than plow through the lot, here’s the important bit:

‘In high-context cultures, group harmony is of utmost importance. People in these cultures dislike direct confrontation, and for the most part avoid expressing a clear “no”. Evasion and inaccuracy are preferred in order to keep appearances pleasant. There is a danger of losing face simply by not reaching an agreement with another person or group, if that was the goal. Being humiliated before the group, or losing face before one’s constituents, can be a fate worse than death in some cases.[7]‘

Right, be aware that I’ll never be able to explain how important ‘not losing face’ is to the Japanese.</description>
		<content:encoded><![CDATA[<p>Losing Face in Japan is something that is avoided with all human effort.   What is happening  to Toyota is a loss of face for the CEO.  Here is an excerpt from Bill Thomas December 17, 2008 post on his website. This post is regarding the loss of face in the Formula I racing venues.   Bill is talking about the loss of Face by Honda, Subaru, and Suzuki.  Yet, the same information applies to all business or personal dealings in Japan.<br />
 <a href="http://sundayafternoonclub.blogs.topgear.com/2008/12/17/not-losing-face/" rel="nofollow">http://sundayafternoonclub.blogs.topgear.com/2008/12/17/not-losing-face/</a></p>
<p>His post was as follows:</p>
<p>In Japan, most of life revolves around not losing face. Let there be no doubt, these three companies have now lost face, big time. But every gram of reasoning behind these terrible pull-outs is the concept of the Japanese not losing AS MUCH face as they might have done without an economic crisis. I thought I’d put ‘Japan Losing Face’ into a Google search to see what it spat out. I came across this rather heavy article:</p>
<p><a href="http://www.beyondintractability.org/essay/face/" rel="nofollow">http://www.beyondintractability.org/essay/face/</a></p>
<p>Rather than plow through the lot, here’s the important bit:</p>
<p>‘In high-context cultures, group harmony is of utmost importance. People in these cultures dislike direct confrontation, and for the most part avoid expressing a clear “no”. Evasion and inaccuracy are preferred in order to keep appearances pleasant. There is a danger of losing face simply by not reaching an agreement with another person or group, if that was the goal. Being humiliated before the group, or losing face before one’s constituents, can be a fate worse than death in some cases.[7]‘</p>
<p>Right, be aware that I’ll never be able to explain how important ‘not losing face’ is to the Japanese.</p>
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		<title>By: Frank Brinkman</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/toyota-failing-at-customer-satisfaction-actions/comment-page-1/#comment-174</link>
		<dc:creator>Frank Brinkman</dc:creator>
		<pubDate>Fri, 05 Feb 2010 20:22:44 +0000</pubDate>
		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=1204#comment-174</guid>
		<description>The CEO of Toyota has stood before television cameras, bowed, and apologized for the problems Toyota has given to customers.  This kind of apology is taken very seriously by Japenese culture.  This is the first he has appeared before television audiences.   Toyota Corporation is now taking the problems very seriously.</description>
		<content:encoded><![CDATA[<p>The CEO of Toyota has stood before television cameras, bowed, and apologized for the problems Toyota has given to customers.  This kind of apology is taken very seriously by Japenese culture.  This is the first he has appeared before television audiences.   Toyota Corporation is now taking the problems very seriously.</p>
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