The department store industry that once reigned over Japan’s retailing sector is faced with a harsh environment due to the emergence of other retailers. This case investigates the needed measures for present department store companies to continue to maintain their reputations, built up through their commerce dating back to the Edo Period, well into the future.
The CEO of J. Front Retailing Co. Ltd., Tsutomu Okuda, has promoted the reform of department stores through a “new department store model” and the conglomeration of businesses. This case reconstructs department stores’ commitment to a customers-first philosophy and investigates the potential for creating new value for consumers.