Toshimasa Mori


Marketing and Strategy, Organizational Behavior and HRM


Marketing and Strategy


Service Management


MBA, Harvard Business School


After graduating from Sophia University, Toshimasa Mori joined Japan Airlines (JAL), where he was assigned to various frontline services to the passengers and was then assigned to Hong Kong Airport.

He was then sponsored by JAL to study at Harvard Business School in 1991. Toshimasa majored in service management and studied under Prof. Heskett, He was also engaged in strategic consulting services for airlines in the EU and USA as well as Pentagon vendors. He conducted his consulting services under the concepts such as; ”Why are a few service organizations better in and year out at what they do than their competitors?”

He was also involved in purchasing aircraft, business planning and bilateral air talks, etc. Quitting JAL after 29 years of service, he became CEO of a large beauty parlor chain company. After preparing the company for IPO, he left it to the business owner’s family in 2018. He then served for a general incorporated association as GM for about two years until the end of 2021.

At GLOBIS, he teaches Service Management, Human Resource Management and Executive Management Programs.

“Why are a few service organizations better in and year out at what they do than their competitors? Outstanding service organizations are managed differently from their merely good competitors. Missions are stated differently. Managers act differently. Actions are based on totally different assumptions about the way success is achieved. Heskett J, et al. at HBS have developed and tested with quantifiable measures of a set of these relationships that they have come to call the service profit chain. Acquiring this concept through case discussion definitely help you mobilize your organization. The more you express your thoughts, the deeper you understand the concept.”

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