"Be Our Guest": Case Overview and Situation Analysis

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 adopt these principles they would begin with adopting a service theme. …