The perception of customers regarding customer service by applying the Disney methodology in a hotel
Based on the exceptional service management model of Walt Disney World as a success case, this study aims to evaluate the perception of customers regarding the service of the Disney methodology applied in a hotel in the city of Petrópolis, RJ. To this end, literature research was conducted on servic...
| Autores: | , , , , , , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2023 |
| País: | Brasil |
| Institución: | Sindicato das Secretárias do Estado de São Paulo (SINSESP) |
| Repositorio: | GeSec |
| Idioma: | inglés |
| OAI Identifier: | oai:ojs2.revistagesec.org.br:article/2145 |
| Acceso en línea: | https://ojs.revistagesec.org.br/secretariado/article/view/2145 |
| Access Level: | acceso abierto |
| Palabra clave: | Customer Service Relationship Marketing Walt Disney World |
| Sumario: | Based on the exceptional service management model of Walt Disney World as a success case, this study aims to evaluate the perception of customers regarding the service of the Disney methodology applied in a hotel in the city of Petrópolis, RJ. To this end, literature research was conducted on service marketing and relationship marketing, and a questionnaire was applied to customers to diagnose their perceptions. Thus, it was possible to identify points to improve the service. An average analysis was performed based on the results obtained through the data collected. Finally, it was observed that improvement proposals would enable the hotel to achieve service excellence, exceeding customer expectations. |
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