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A Comparison of Disney and the Healthcare This 7 page paper provides an overview of customer service in the health care industry and how Disney approaches customer service. What the health industry can learn from Disney is the focus of the paper. Bibliography lists 8 sources.
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7 pages (~225 words per page)
File: RT13_SA247D.rtf
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Unformatted sample text from the term paper:
that caters to customers and for this analysis, Disney will be used. It will be compared to the health care sector as a whole. First, it should be noted that
there is a myriad of literature on the subject of customer service orientation. In terms of health care, Goehring explains that customer service is directly related to patient satisfaction and
also, how facilities treat their employees is also important (60). Indeed, unhappy employees will not perform well and not convey good customer service. At Disney, on the other hand, the
culture permeates both the employee and customer experience. That is not to say that Disney is lenient. That is far from the case. But it hires employees who are
willing to abide by the rules and stick with the program. It implores them to follow the rules and few try to break them. What is the Disney culture like?
The Disney dress code is extremely strict, perhaps moreso than any other organizations. Dickerson says that "few companies boast a dress code so detailed that it dictates rules on everything
from undergarments (employees must wear them) and deodorant (ditto) to toupees (natural-looking rugs only, please)" (D1). The attire is still formal. Shirts and ties are the rule. The rules were
relaxed for a short time in the nineties but management believes they were lowering their standards and some employees were pushing the limits so old regulations returned (D1). Nail polish
color and earring length are dictated; nothing is left to employee discretion (D1). Dianna Pfaff-Martin, a wardrobe consultant, notes that Disneylands return to a more stringent dress code speaks volumes
about its corporate culture; she says: "Disney has always set the standard in whatever it does. When they loosened their dress code they no longer stood out. . . .
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