Tag Archives: Kyoto

How D&Department creates value where E-commerce cannot

I recently visited D&Department Kyoto (ディアンドデパートメントプロジェクト), a store in Japan dedicated to enduring value. D&Department champions “Long Life Design,” promoting sturdy, regional, and sometimes used products.

One marketing lesson comes from the store’s special location inside Bukkō-ji Temple. When I walked from the temple’s old courtyard into the shop, every object instantly looked more valuable.

A simple cup, which might look just functional online, becomes a curated object filled with the temple’s sense of history. The environment transforms the act of shopping into a cultural thing. Even used items are valuable pieces of good design.

I think the physical store works as a contextual amplifier. It makes the perceived value of every item higher. The products work together, and their collective value is bigger than their individual parts. I saw the same phenomena at the Jeju café (http://designmarketinglab.com/archives/6550) and also at the Napa Valley winery (http://designmarketinglab.com/archives/7444).

Studies confirm the physical store is necessary for physical engagement with “deep products” like used items. The quality of the physical retail environment is a direct antecedent to the customer’s overall value creation and experience. This is particularly true for high-design goods that require multi-sensory inspection for customers to feel confident in their purchase.

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Reference

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategiesJournal of retailing85(1), 31-41.

Retailers, such as Starbucks and Victoria’s Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.

From farm to counter: What I learned from dining at Onikai Kyoto

When I first arrived at the narrow entrance of Onikai near downtown Kyoto, I did not expect much. Inside this small restaurant, however, I found a huge counter filled with young, energetic staff who were joking and moving quickly. Since this place felt alive, it reminded me of Dutch Bros in California.

I ordered several dishes: an arugula salad, an eggplant topped with beef sauce, a mushroom rice cooked in a clay pot, and an eggplant slowly burnt and served with sesame. They were light and comfortable. Even when beef was used, they supported vegetables, not dominate them.

Later I learned that Onikai is part of the Isoya group, which runs several restaurants supplied by Isofarm, a local farm near Kyoto Station. Their simple philosophy is to serve vegetables that are fresh, local, and cooked to highlight their natural taste.

This vegetable-first idea feels right for today’s diners. People care about where their food comes from, but they do not all want to be vegan. Balancing freshness, taste, and casual atmosphere reminded me of how In-N-Out in California became trusted and popular by keeping food local and simple.

Dining at Onikai made me think more about what to eat in daily life. In many Western countries, people often focus on which vitamins or supplements to take every day. But Onikai’s vegetable-centered dishes remind me that health can come from everyday meals, not from bottles or pills.

I believe vegetable-centric meal will gradually be adopted by more diners around the world, not as a trend, but as a sustainable way of living.

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Reference

Sun, J. J., & Pham, M. T. (2025). What Makes Consumption Experiences Feel Special? A Multi-Method Integrative AnalysisJournal of Consumer Research, ucaf033.

This article addresses a simple theoretical question of high substantive relevance: What makes a consumption experience special in a consumer’s mind? To answer this question, the authors report an extensive multi-method investigation involving a grounded theory analysis of numerous consumer narratives and in-depth interviews, a field survey, a scale development study, a natural language processing analysis of more than 3 million Yelp reviews, a preregistered multi-factor causal experiment (and its preregistered replication), a blind comparison of hundreds of matched visual Instagram posts by third-party observers, and several small application studies. The findings converge in identifying three major psychological pillars of what makes consumption experiences feel special to consumers, each pillar involving different facets: (a) uniqueness, which arises from the rarity, novelty, irreproducibility, personalization, exclusivity, ephemerality, and surpassing of expectations of the experience; (b) meaningfulness, which pertains to the personal significance of the experience in terms of symbolism, relationships, self-affirmation, and self-transformation; and (c) authenticity, which relates to the perceived genuineness and realness of the experience in terms of its psychological proximity to some original source, iconicity, human sincerity, and connection to nature. As illustrated in the General Discussion, the findings have important substantive implications for the engineering of hedonic consumption experiences.