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2 Walt Disney
Has Disney Developed a Theory of Quality Guest Services Management
QUESTION 1
Is Disneys level of emphasis on anticipating the behavior of its guest appropriate, or does the company expend too much effort on this area? Explain your answer?
Waiting line are designed snake back rather than straight line
QUESTION 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?
Yes, you must know what your customers behavior. Why? -Because they will buy our product according their needs
1. Customer s culture according to their region Example : Pine needles Christmas Day Customer s Personality Example : The direction simple and clear, make it easy to moves from one place to another Customer s Feelings Example: The Hawaiian music- They enjoyed and feel welcomed by Disney Example : Surprise your customer Categories your customers into demographic Example: Age, Gender, Race and Ethnicity HK Disneyland People in Hong Kong obsess with their FengShui. All buildings are built by an architect who are master in Feng-Shui Different festivals for Hong Kong customer Panda vs Hallowen
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Assurance - knowledge and courtesy of employees and their ability to inspire trust and confidence. Empathy - caring, individualised attention firm provides its customers. (Parasuraman, Zeithmal and Berry )
QUESTION 3
Think about the last time that you visited a theme park. Were your expectation met? Did you have a sense that the operator of the park attempts to anticipate the behavior of the guests? If so, provide some examples.