Quality Service Management

• In order to understand the magic of Disney’s Guestology, you need to know a little about Walt Disney, and why he cared so much about customer service. • When he threw his energies into the creation of Disneyland in the early 1950s, he was totally concentrated on the guest experience. • The information that guestology provides is the basis for movement through the cycle. • It helps establish an initial course of action, and as new information is gathered, it is used to fine-tune and improve performance." What is Guestology? is what Disney calls the art and science of knowing and understanding customers.