消費世界の変貌 : サービスからコトづくりへ(<特集>Web世界における経験経済)

抄録

Tertiary industry has already grabbed a major role from manufacturing industry in the developed countries. Almost all people recognize service economy has come and experience economy is just around the corner and unless firms are changed to service- or experience-oriented ones, they will never be able to satisfy consumers' needs and get good performances. But both either-goods-or-services perspective and from-goods-to-services perspective have a weak point, because they do not consider remaining life areas except consumption. As we will point out, we should take quality of life as the most important factor for not only customer satisfaction but the improvement of whole values of ordinary people.