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

被引：0

作者：

da Silva, Layna Azevedo Pereira ^{[1
]}

Juliao, Marcia da Silveira ^{[2
]}

Leonidio, Ueliton da Costa ^{[3
]}

Ferreira, Humberto Medrado Gomes ^{[4
]}

de Souza, Cristina Gomes ^{[5
]}

Cardoso, Douglas de Oliveira ^{[6
]}

Pereira, Jose Cristiano ^{[7
]}

dos Santos, Vanessa Cristina ^{[8
]}

机构：

[1] Univ Catolica Petropolis, Grad Mkt, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

[2] Univ Catolica Petropolis, Pontificia Univ Catolica, Adm, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

[3] Univ Catolica Petropolis, Ctr Fed Educ Tecnol Celso Suckow da Fonseca, Prod Engn, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

[4] Univ Catolica Petropolis, Adm, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

[5] Ctr Fed Educ Tecnol Celso Suckow da Fonseca, Prod Engn, R Gen Canabarro 485, BR-20271204 Rio De Janeiro, RJ, Brazil

[6] Polytech Inst Tomar, Smart Cities Res Ctr, Syst & Comp Engn, Ave Dr Aurelio Ribeiro 3, Tomar, Portugal

[7] Univ Catolica Petropolis, Prod Engn, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

[8] Univ Catolica Petropolis, Econ, R Barao do Amazonas 124, BR-25685100 Petropolis, RJ, Brazil

来源：

REVISTA DE GESTAO E SECRETARIADO-GESEC | 2023年 / 14卷 / 05期

关键词：

Customer Service; Relationship Marketing; Walt Disney World;

D O I：

10.7769/gesec.v14i5.2145

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

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 Petropolis, 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.

引用

页码：7683 / 7705

页数：23

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