A Strategy for Service—Disney Style
Rick Johnson
(Manager of Business Programs for Walt Disney World Seminar Productions in Orlando, Florida—a part of the Disney University)
4834
Abstract
The organization's customer service philosophy was established over 35 years ago by its founder. Today, every aspect of the resorts and theme parks is geared to serve—and satisfy—its “guests.”
Citation
Johnson, R. (1991), "A Strategy for Service—Disney Style", Journal of Business Strategy, Vol. 12 No. 5, pp. 38-43. https://doi.org/10.1108/eb039442
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited