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[ subject:"Education, Adult and Continuing." ]
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A qualitative study of the Walt Disn...
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Somerville, Clifton William.
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A qualitative study of the Walt Disney Company's quality service training approach.
紀錄類型:
書目-語言資料,印刷品 : Monograph/item
正題名/作者:
A qualitative study of the Walt Disney Company's quality service training approach./
作者:
Somerville, Clifton William.
面頁冊數:
156 p.
附註:
Adviser: Marilyn Laiken.
Contained By:
Masters Abstracts International41-03.
標題:
Education, Adult and Continuing. -
電子資源:
http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MQ73783
ISBN:
0612737837
A qualitative study of the Walt Disney Company's quality service training approach.
Somerville, Clifton William.
A qualitative study of the Walt Disney Company's quality service training approach.
- 156 p.
Adviser: Marilyn Laiken.
Thesis (M.A.)--University of Toronto (Canada), 2002.
This thesis examines employee and management training procedures in the delivery of quality hospitality service within the Walt Disney Company, specifically focusing on the Orlando Florida theme parks and resorts. Also profiled are other businesses that have enjoyed success through their deliberate application of effective employee training and development strategies. Points of congruency with the Disney Company are identified, including their utilization of adult learning principles and theory, careful attention to selection, placement, orientation, and Disney's on-going training and motivational programs. Techniques and insights, garnered through observing organizations like Disney, may provide managers with useful training approaches that address common organizational challenges and barriers. Data gathered from popular literature and academic journals, and researcher observations throughout “The Disney Approach to Quality Service” seminar, suggest that through company-wide commitment, and concerted action at all levels, organizations can achieve greater success in their delivery of a quality service experience for their customers.
ISBN: 0612737837Subjects--Topical Terms:
626632
Education, Adult and Continuing.
A qualitative study of the Walt Disney Company's quality service training approach.
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