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Critical Events and Organizational Changes

Case Analysis of Customer-centric Organizational Reform of Resort Trust Co. Ltd.

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DOI:

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

Keywords:

Customer-centric Organization, Organizational Change, Resort Hotel industry, Event System Theory, Case Analysis

Abstract

Based on event system theory, critical events in their business markets may strongly influence performance, survival and development of firms. However, when firms may change into customer centric organization, they are likely to recognize and respond to market and environmental change effectively and find their new developing way. Analyzing a representative case of the Resort Trust, the leading resort hotel company in Japan during 1980 and 2000, this paper attempts to examine how this firm can easily recognize, respond to rapid change in market and environment, and develop after critical events, when it transformed its organization into customer-centric way, with forming frequent communication with their customers, shifting to customer centric organizational culture and innovating new services for emerging customer demands.

 

Conflicts of Interest Disclosure

Joint reseach contract with the case firm

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Submitted: 2024-06-25 09:03:48 UTC

Published: 2024-07-03 09:02:02 UTC
Section
Economics, Business & Management

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Shinsuke Tahara

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