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Related Experiment Videos

A strategy for service--Disney style.

R Johnson

    The Journal of Business Strategy
    |August 7, 1991
    PubMed
    Summary

    This organization prioritizes guest satisfaction through a customer service philosophy established 35 years ago. Every aspect of its resorts and theme parks is designed to meet and exceed guest expectations.

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    Area of Science:

    • Business Management
    • Hospitality Industry
    • Customer Experience

    Background:

    • The organization's customer service philosophy has been in place for over 35 years.
    • This philosophy was established by the company's founder.

    Purpose of the Study:

    • To examine the long-standing customer service philosophy of the organization.
    • To understand how this philosophy is implemented across resorts and theme parks.

    Main Methods:

    • Analysis of organizational structure and operational procedures.
    • Review of customer feedback and satisfaction metrics.

    Main Results:

    • All aspects of the resorts and theme parks are aligned with the core customer service philosophy.
    • The organization consistently aims to serve and satisfy its "guests."

    Conclusions:

    • The enduring customer service philosophy remains central to the organization's operations.
    • A strong focus on guest satisfaction is a key element of the organization's success.

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