Innovations in the Service Industry During the COVID-19 Pandemic

Abstract

This chapter investigates the impact of the COVID-19 pandemic on the Japanese service sector and the resulting innovations to manage and respond to the difficult situation. Specifically, this study illustrates how e-commerce is emerging as a leading channel for retailers, examines the ethical awareness of both businesses and consumers, and studies the new business models resulting from this trend. Based on several case studies, this study examines the service sector's response to a series of disasters, the cultural background of consumers, and age-long corporate cultures. Additionally, the future direction of innovation in Japan's service sector is discussed and forecasted.