Managerial characteristic and customer experience at the long-standingcompany of kyoto inn Tawaraya

Yusuke Irisawa, Shinya Nagasawa

Research output: Contribution to journalArticle

2 Citations (Scopus)


This study aims to analyze the relation between managerial characteristicsand customer experience for the long-standing company. Based on Tawaraya's case,this study conducts analyses from the perspective of building customerexperience, and also examines managerial characteristics to build customerexperience. Based on analysis using strategic experience modules, strategicimplementation of such customer experiences and the five customer experiencesmanagement frameworks, Tawaraya forms customer experiences in extraordinaryspaces and maintains and manages created customer experiences by providingcustomer service through hospitality based on Kyoto culture. ICIC International

Original languageEnglish
Pages (from-to)511-516
Number of pages6
JournalICIC Express Letters
Issue number2
Publication statusPublished - 2010 Apr



  • Customer experience
  • Kyoto
  • Long-standing company
  • Managerial characteristic
  • Tawaraya

ASJC Scopus subject areas

  • Computer Science(all)
  • Control and Systems Engineering

Cite this