Service Excellence

Coker, Noble
December 2009
Leadership Excellence Essentials;Dec2009, Vol. 26 Issue 12, p16
The article offers a look at the importance of implementing service content in the context of a particular area's culture, focusing on the experience of Hong Kong Disneyland. The lessons learned after its opening, where guest surveys showed low scores, are discussed including guests getting offended by the Disney formula of aggressive friendliness. It highlights the Star Guest Program which Disneyland implemented to tailor its service concepts to the locality's culture.


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