YAMAP:

A Case Study of Providing Safety and a Great Mountain Climbing Experience

Abstract

This paper is a case study of YAMAP INC., a fast-growing venture company in Fukuoka focused on fostering mountain climbing community, and its main tool, the smartphone application YAMAP. In particular, the paper focuses on social significance and customer experience of YAMAP. First, the company’s growth trajectory is introduced and its socially responsible business activities and services are described. These include safe mountain enjoyment and contribution to local communities, as well as creation and improvement of customer experience and customer service in line with these principles. The implications and reasons for the company’s growth are discussed from three perspectives: the practical framework, the customer experience framework, and the purpose perspective.