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Hospitality Administration and Management
California Polytechnic State University, San Luis Obispo
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Setting The Standard: A Study Of The Walt Disney Resort Service Model, Kelsey Freeman
Setting The Standard: A Study Of The Walt Disney Resort Service Model, Kelsey Freeman
Recreation, Parks, and Tourism Administration
Companies are constantly seeking new ways to keep up with the changing expectations of customers. In the hospitality industry customizing guest service to each individual guest is a step that can be taken to create lasting relationships. The Walt Disney Resorts are worth examining for their high rate of return. The purpose of this study was to analyze the best practices and success of personalizing guest experience at the Walt Disney Resorts. The researcher used a case study checklist to gather information about the efforts Disney makes to customize guest experiences.The study found that allowing guests to customize their vacation, …