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It′s a kind of magic

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1992



Discusses the policies of the Walt Disney Company in respect of its commitment to employee training and recognition. Explores the many ways in which employees (cast members) are made to feel an essential part of the company, particularly in reinforcing the company policy that every day is a show. Outlines the world‐wide training programme, highlighting Disney familiarization classes, Professional Development programmes, Cast Development, Clerical Development, Career Development, Personal/Professional Development, and Computer Software Training. Explores cast priorities as developed in accordance with a list made up by customers and mentions the quarterly Spirit of Disneyland awards, in which any cast member may nominate another who exemplifies the Disney spirit.



Wells Miller, B. (1992), "It′s a kind of magic", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 191-193.




Copyright © 1992, MCB UP Limited

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