老舗企業「山田松香木店」のこだわり経営

－経験価値創造と技術経営－

抄録

This study aims to analyze the relationship between the managerial characteristics considered as Technology Management and the Customer Experience of a long-standing company. Based on the case of YAMADA-MATSU, this study conducts various analyses from the perspective of building Customer Experience, and also examines managerial characteristics as Technology Management in order to build Customer Experience. From the results of analyses using Strategic Experiential Modules, the strategic implementation of such Customer Experience and five customer experience management frameworks, Yamada-Matsu forms and maintains its Customer Experience created by Technology Management, which results in providing extraordinary products based on Kyoto culture, such as the incense ceremony.