Disney quality and excelence: a model for hotels all around the world

Authors

  • Fábio Ricardo da Silva CESUMAR
  • Luiz Alexandre Solano Rossi CESUMAR

Keywords:

qualidade de atendimento, eficiência, satisfação, detalhes

Abstract

The vast majority of the hotels inteh market provide a poor service due to lack of concern with the lkife quality of their collaboratores, resulting in dissatisfied staff and guests. On the other hand, The Disney Company has become one of the best examples of Total Quality Management in Service thanks to their entrepreneurial philosophy, which is well known and followed by businessmen all over the world. Therefore this present article has the objective to show "the magical" formula to captative people that the company employs in the premises, especially at the Walt Disney resort.

Author Biographies

Fábio Ricardo da Silva, CESUMAR

Bolsista do Programa de Bolsas de Iniciação Científica do Cesumar, Discente do Curso de Turismo do CESUMAR

Luiz Alexandre Solano Rossi, CESUMAR

Doutor, Orientador da pesquisa e docente do Curso de Turismo do CESUMAR

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Published

2007-07-18

How to Cite

Silva, F. R. da, & Rossi, L. A. S. (2007). Disney quality and excelence: a model for hotels all around the world. Iniciação Científica Cesumar, 5(1), 41–48. Retrieved from https://periodicos.unicesumar.edu.br/index.php/iccesumar/article/view/69

Issue

Vol. 5 No. 1 (2003)

Section

Artigos Originais

License

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