IRKOM Brief

This study is a case analysis of Everland’s 50-year management history, operated by the Resort Division of Samsung C&T, with the aim of developing a Korean-style theme park management model (K-Management). Launched in 1976 as Yongin Natural Farm, Everland has grown into Korea’s largest theme park, pioneering family-oriented leisure culture and serving as a leading example of service business that integrates K-Culture with the experience economy. This research focuses on how Everland established global competitive advantage through its culturally embedded customer experience strategy (K-CX), and seeks to build a practical and educational K-Management framework applicable in global business education.

Everland’s achievements, including being ranked No.1 in the Korean Customer Satisfaction Index (KCSI) for 30 consecutive years and implementing a virtuous cycle of satisfaction through both internal and external marketing, highlight it as a benchmark for Korean-style service innovation. The study systematically analyzes the company’s strategic evolution and problem-solving approaches across different periods, with the goal of creating a comprehensive "K-Happiness Snowballing" education package (DTA Package).

Furthermore, Everland’s export of intangible service knowledge, integration of advanced technologies such as the metaverse, and strategies for attracting global tourists demonstrate its value as a global benchmarking case. This research is expected to contribute meaningful insights across academic, educational, and managerial domains, while complementing the currently Western-centric focus of business case studies and promoting the global diffusion of K-Management strategies.