Unless people are happy, enjoying themselves, and DOING SOMETHING then “all this talk of ‘changing attitudes’ is just cheerleading” “….show people that change can be fun, that it can produce good results”
Example: East Japan Railways spent 20 billion yen cleaning up its toilets (an initiative from managers). In another initiative individual stations were encouraged to develop themselves in unique ways, resulting in customer service innovations such as in-station hot springs (Takahata station in Yamagata) , station-as-community center (Naruko station in Miyagi), and the Yuzawa shinkansen ski resort.
Source: Katayama, O. (1996). Japanese business into the 21st Century: strategies for success.