The perception of customers regarding customer service by applying the Disney methodology in a hotel

Autores

DOI:

https://doi.org/10.7769/gesec.v14i5.2145

Palavras-chave:

Customer Service, Relationship Marketing, Walt Disney World

Resumo

Based on the exceptional service management model of Walt Disney World as a success case, this study aims to evaluate the perception of customers regarding the service of the Disney methodology applied in a hotel in the city of Petrópolis, RJ. To this end, literature research was conducted on service marketing and relationship marketing, and a questionnaire was applied to customers to diagnose their perceptions. Thus, it was possible to identify points to improve the service. An average analysis was performed based on the results obtained through the data collected. Finally, it was observed that improvement proposals would enable the hotel to achieve service excellence, exceeding customer expectations.

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Referências

Berry, L. L. (1995). Relationship Marketing of Services—Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. https://doi.org/10.1177/009207039502300402 DOI: https://doi.org/10.1177/009207039502300402

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Disney Institute. (2011). O jeito Disney de encantar os clientes do atendimiento excepcional ao nunca parar de crescer e acreditar. São Paulo Editora Saraiva.

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Lovelock, C., & Wirtz, J. (2005). Marketing de Serviços (1st ed.). Saraiva Educação S.A.

Pomeranz, R., & Azevedo, A. de. (2004). Marketing de resultados. M. Books.

Vergara, S. C. (2013). Projetos e relatórios de pesquisa em administração. Atlas.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Marketing de serviços (6th ed.). Mcgraw-Hill Education.

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Publicado

2023-05-11

Como Citar

da Silva, L. A. P., Julião, M. da S., Leonidio, U. da C., Ferreira, H. M. G., de Souza, C. G., Cardoso, D. de O., Pereira, J. C., & dos Santos, V. C. (2023). The perception of customers regarding customer service by applying the Disney methodology in a hotel. Revista De Gestão E Secretariado, 14(5), 7683–7705. https://doi.org/10.7769/gesec.v14i5.2145