A Disney strategic approach to patient/guest services in Hospitality Bridging Healthcare (H2H) and medical tourism and wellness

Authored by: Frederick J. DeMicco

The Routledge Handbook of Health Tourism

Print publication date:  November  2016
Online publication date:  November  2016

Print ISBN: 9781138909830
eBook ISBN: 9781315693774
Adobe ISBN: 9781317437505

10.4324/9781315693774.ch21

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Abstract

The author spent a part of his career working at Disney World in Orlando at the Contemporary Hotel and Wilderness Lodge Resort. This chapter will examine the guest services, management and leadership principles from Disney and Disney University that could be applied to a medical tourism healthcare environment. The author completed the Disney Traditions I and II classes required of all Disney employees and completed his Ducktorate degree at Disney University. The question was asked there of us: who is Disney’s competition? The answer is not Universal Studios or others, but Disney takes a wider view and looks at ‘any competition that the customer compares us to’. This could be Lexus, Costco or Amazon – where they may witness a high level of service and an ‘over the top’ experience. Therefore, it is critical that throughout the systems model service processes that all points of service contact are at a high level of guest experience.

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