Chapter 09

Go to the homepage for the Walt Disney organization (http://corporate.disney.go.com/index.html) and try to find evidence for how they put the customer first. What does the visitor learn about customer importance and the nature of the service experience that they will encounter when going to a Disney theme park? Is there evidence of the service as drama analogy discussed in the chapter? Would this help other types of service companies? Why or why not?

Go to the websites for Ryan Air (www.ryanair.com) and Dell Computers (www.dell.com) and see if you can determine why their websites have become so important for service performance. Are there any commonalities across these two successful service company websites? What is apparent from their websites in terms of service and value provided? Can this be applied to other service firms? Why or why not?

Oxford University Press, Online Resource Centre, Chapter 09.