Has Disney Developed a Theory of Quality Guest Services Management? Essay

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Has Disney Developed a Theory of Quality Guest Services Management? Chapter 2 Case 2-2 Case Background: Disney has been able to improve the quality of its products and services through good quality experiences. By predicting how guests will behave in the Magic Kingdom and its other theme parks, Disney has essentially developed theories of quality guest services management. It is through studying the behaviors of their guests and implementing/adapting that Disney has been able to increase customer satisfaction (Foster, 2013). 1. Is Disney’s level of emphasis on anticipating the behavior of its guests appropriate, or does the company expend too much effort in this area? Explain your answer. Disney does not expend too much effort anticipating the behavior of their guests. This is one of the many reasons why it is so successful, they anticipate and adapt. A few examples include making different sidewalks wider or more narrow based on foot traffic and the average movement of its guests, to the “snaking” of its lines to await various rides, to the clear and simple directions throughout the parks, or the locations of its souvenir shops, even down to the most minute of details, the setting up of water fountains so that parents and children can partake at the same time and see each other whilst they drink (Foster, 2013). Even away from the actual parks, Disney extends their focus of good quality to their hotels. For example, they play Hawaiian music underneath the water of the hotel’s main pool at the Polynesian Hotel, or the pine needles they use to cover the grounds at the Wilderness Lodge (Foster, 2013). 2. Is it appropriate to think in terms of developing a “theory” of how guests will behave in a theme park or any other setting? If so, why? It is because of this developed theory of quality guest services management that Disney has been able to develop

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