October 2015
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This article is a study on Customer Experience Management of Amazon.com, Incorporated. For this study, the Experience Industry Concept which was proposed in 1985 by SRI International, the U.S. think tank, is referred. Amazon.com, Inc. has realized dramatically high growth since the middle of the 1990s. Its success factor is assumed to exist in Amazon.com, Inc.’s Management of Experiential Values for Customers. Then this study tries to prove the assumption. This study is aiming at showing the importance of the Management of Experiential Values for Customers to the Japanese corporate management who are seeking high growth like Amazon.com, Inc.