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| Author: | Johnson, R. |
| Title: | A strategy for service - Disney style |
| Journal: | Journal of Business Strategy
1991 : SEP-OCT, VOL. 12:5, p.38-43 |
| Index terms: | STRATEGY SERVICE CUSTOMERS ORGANIZATIONAL GOALS ORGANIZATIONAL PERFORMANCE |
| Language: | eng |
| Abstract: | The organization's customer service philosphy was established over 35 years ago by its founder. Today, every aspect of the resort and theme parks is geared to serve - and satisfy - its "guests". The Disney approach is more than just a corporate culture - it is a way of life for the organization. This approach is simply one of hard work focused on guest service and mutual appreciation among the members of the team. All members of the team not only understand the mission and strategy, but more importantly, carry it out. |
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