特異な出来事が変える組織の構造と過程: 発展期のリゾートトラストでの顧客志向型組織変革の事例分析

若林, 直樹; 田原, 慎介

doi:10.51094/jxiv.772

##article.authors##

若林, 直樹京都大学経営管理大学院 https://orcid.org/0000-0001-6144-2855 https://researchmap.jp/nwakabayashix3502
田原, 慎介公立諏訪東京理科大学　共通マネジメント教育センター https://orcid.org/0009-0005-0858-0059 https://researchmap.jp/shinsuke_tahara

DOI:

https://doi.org/10.51094/jxiv.772

キーワード:

顧客志向型組織、組織変革、イベントシステム理論、事例分析、リゾートホテル産業

抄録

　企業組織は、市場や環境の急激な変化という出来事への組織的な認識と対応については、顧客志向性を高めるとより有効に行える。近年、イベントシステム理論は、組織変革において、強い影響力のある出来事や事件が、組織の内部特性と関連しながら、組織の変化を引き起こすと考える。特に、顧客とのコミュニケーション強化、顧客志向の文化、顧客と共創するサービス開発を行い、顧客志向型の組織プロセスを活性化すると、市場や環境の変化について顧客の視点を介して認識が深まり、変化に適切な適応がとりやすくなる。本論文は、1980年代から1990年代における発展期の会員制リゾートホテル企業リゾートトラストグループの中期的な事例分析から、豊田商事事件、バブル崩壊、富裕層の価値観変化などのラディカルな市場や環境の変化の出来事に対して、顧客志向型組織への変革を進めたことが、顧客の信頼性向上、サービス多角化、企業成長につながったことを明らかにする。

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特異な出来事が変える組織の構造と過程

発展期のリゾートトラストでの顧客志向型組織変革の事例分析