Article ID: 2024-016
Based on event system theory, critical events in business markets may strongly influence performance, survival and development of firms. However, if 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 in the Japanese resort hotel industry, this paper attempts to examine how this firm could easily recognize, respond to rapid change in market and environment, and develop after critical events during 1980s and 1990’s, when it transformed its organizational process 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.
