Critique of Reading The model that Disney uses in the Disney Institute, and which much of this book is based on, is call the Quality Service Cycle. It is made up of four main elements: "a service theme, service standards, delivery systems, and integration" (p. 29). These are what are described in the opening chapter as part of "Service, Disney Style." They can be applying to just about any company or organization. For someone hoping to …
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showed last 75 words of 1178 total
…to how all these different themes and goals can be integrated. The biggest strength of this book - and the training method - is the simple manner in which it is presented, and the ease with which we can see how it is applied in real life. At the same time, we are gaining great confidence in wanting to see how it can be applied in other business situations, and other service and customer environment.