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May 20, 2023
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Abstract
This study discusses how Disney delivers a unique and memorable guest experience. Through subjective personal introspection, it examines Disney's approach to co-creating a profound guest experience. The Disney guest experience is profound because it delivers an experience that touches on all six dimensions of an experience: sensorial, emotional, cognitive, pragmatic, lifestyle, and relational.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Vergara, R. A., & Vergara, K. C. S. (2023). Disney Magic through the Disney Guest Experience. International Journal of Multidisciplinary: Applied Business and Education Research, 4(5), 1602-1611. https://doi.org/10.11594/ijmaber.04.05.21
References
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Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The expe-rience economy: work is theatre & every business a stage. Harvard Business Press.
Holbrook, M. B., & Hirschman, E. C. (1982). The ex-periential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of con-sumer research, 9(2), 132-140. https://doi.org/10.1086/208906
Morgan, B. (2018, March 5). Customer Experience Vs. Customer Service Vs. Customer Care. Forbes. doi: https://www.forbes.com/sites/blakemorgan/2018/03/05/customer-experience-vs-customer-service-vs-customer-care/#40cd99cf4167
Gentile, C., Spiller, N., & Noci, G. (2007). How to sus-tain the customer experience: An overview of experience components that co-create value with the customer. European management journal, 25(5), 395-410.
Lasalle, D., & Britton, T. A.,(2003). Priceless: Turn-ing Ordinary Products Into Extraordinary Ex-periences, Harvard Business School Press, USA.
Shaw, C., & Ivens, J. (2002). Building great customer experiences (Vol. 241). London: Palgrave.
Schmitt, B. (1999). Experiential marketing. Journal of marketing management, 15(1-3), 53-67.
Kinni, T. (2011). Be Our Guest: Revised and Updat-ed Edition: Perfecting the Art of Customer Service. Disney Electronic Content.
Schouten, J. W., McAlexander, J. H., & Koenig, H. F. (2007). Transcendent customer experience and brand community. Journal of the academy of marketing science, 35, 357-368. https://doi.org/10.1007/s11747-007-0034-4
Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of consumer research, 24(4), 343-373. https://doi.org/10.1086/209515
Holbrook, M. B., & Schindler, R. M. (2003). Nostalgic bonding: Exploring the role of nostalgia in the consumption experience. Journal of Consumer Behaviour: An International Research Review, 3(2), 107-127. https://doi.org/10.1002/cb.127
Schindler, R. M., & Holbrook, M. B. (2003). Nostalgia for early experience as a determinant of con-sumer preferences. Psychology & Marketing, 20(4), 275-302. https://doi.org/10.1002/mar.10074
Becker L (2018) Methodological proposals for the study of consumer experience. Qualitative market research: An international journal 21(4): 465-490.
Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal in-trospection: An illustrative photographic es-say. Journal of business research, 59(6), 714-725.
The Theme Park Environment: The Urban Plan [Web log post]. (2016, February 10). Re-trieved July 10, 2019, from http://imagineerland.blogspot.com/2016/02/theme-park-environmentals-urban-plan.html
Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The expe-rience economy: work is theatre & every business a stage. Harvard Business Press.
Holbrook, M. B., & Hirschman, E. C. (1982). The ex-periential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of con-sumer research, 9(2), 132-140. https://doi.org/10.1086/208906
Morgan, B. (2018, March 5). Customer Experience Vs. Customer Service Vs. Customer Care. Forbes. doi: https://www.forbes.com/sites/blakemorgan/2018/03/05/customer-experience-vs-customer-service-vs-customer-care/#40cd99cf4167
Gentile, C., Spiller, N., & Noci, G. (2007). How to sus-tain the customer experience: An overview of experience components that co-create value with the customer. European management journal, 25(5), 395-410.
Lasalle, D., & Britton, T. A.,(2003). Priceless: Turn-ing Ordinary Products Into Extraordinary Ex-periences, Harvard Business School Press, USA.
Shaw, C., & Ivens, J. (2002). Building great customer experiences (Vol. 241). London: Palgrave.
Schmitt, B. (1999). Experiential marketing. Journal of marketing management, 15(1-3), 53-67.
Kinni, T. (2011). Be Our Guest: Revised and Updat-ed Edition: Perfecting the Art of Customer Service. Disney Electronic Content.
Schouten, J. W., McAlexander, J. H., & Koenig, H. F. (2007). Transcendent customer experience and brand community. Journal of the academy of marketing science, 35, 357-368. https://doi.org/10.1007/s11747-007-0034-4
Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of consumer research, 24(4), 343-373. https://doi.org/10.1086/209515
Holbrook, M. B., & Schindler, R. M. (2003). Nostalgic bonding: Exploring the role of nostalgia in the consumption experience. Journal of Consumer Behaviour: An International Research Review, 3(2), 107-127. https://doi.org/10.1002/cb.127
Schindler, R. M., & Holbrook, M. B. (2003). Nostalgia for early experience as a determinant of con-sumer preferences. Psychology & Marketing, 20(4), 275-302. https://doi.org/10.1002/mar.10074
Becker L (2018) Methodological proposals for the study of consumer experience. Qualitative market research: An international journal 21(4): 465-490.
Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal in-trospection: An illustrative photographic es-say. Journal of business research, 59(6), 714-725.
The Theme Park Environment: The Urban Plan [Web log post]. (2016, February 10). Re-trieved July 10, 2019, from http://imagineerland.blogspot.com/2016/02/theme-park-environmentals-urban-plan.html