This case study was conducted prior to the pandemic related shutdowns, I am curious if you feel the information presented accurate based on your experiences. User Generated Content (UGC) is used as a source of data for this case study, however, as front line cast members, you gather UGC from in person interactions.
Read the case study, then answer these questions. Make direct reference to the case study and compare it to your own experience based on what guests say to you about their experience. Do not create a new post, respond to this post.
- What are visitors in your theme park stating about their experience?
- Have your received or have your leaders posted comment cards received by you and your fellow cast members? What is the nature and underlying structure of the reviews of your and your fellow cast members service?
- What are the differences of visitor experiences between what is expressed in the case study and your own perception of theme parks you have visited? (This should be from your point of view, not that of the guests you interact with.)
Many Disney guests describe their experience as magical. However, they often fail to notice the intricate and beautiful hidden details scattered around the park.
Our team and individuals often receive positive feedback about our attentive and pleasant customer service attitude. Our fellow cast members are known for creating a welcoming atmosphere for guests, regardless of their age or where they’re from. The environment is truly magical, filled with laughter and enjoyment. As a visitor, one can be mesmerized by the rides and attractions at Disney World, either for the joy they bring or the thrill they offer. However, behind the scenes, the cast members take both the attractions and food & beverage services very seriously. This may result in guests not feeling happy with our rules as there may be things that guests won’t agree with. For instance, Disney World can be a very crowded place, and as cast members, we try our best to accommodate guests as much as we can. However, there are times when it is hard to satisfy everyone, which may make some guests unhappy. Despite this, as specified in a study, Disney cast members have a “sense of mission.” This means that everything we do has a purpose not only for the environment we are in but also for holding onto the world of magic. For instance, when we are at Dinoland in Animal Kingdom, as paleontologists, we acknowledge that we work in an animal’s homeland, and certain guests might not like that we don’t offer lids or plastic coverings for them to use. However, we stand by the fact that “due to our animals, we don’t offer [these items] since we take precautions in our animals’ habitats.” Many guests might disagree, but we always try to compromise to achieve a happy ending overall.