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... through the park Disneys’ Quality Theory” Focus: Customer Satisfaction How will guests behaviour Employee satisfaction Recognition and reward “Internal Customers” Emphasis on employees training, reward and recognition Best way to turn its visitors into repeat guests is by employing people who are fans of the place themselves External Customers”:Give consumers what they desire ,Persuade them to do what Disney wants, Both guests and Disney are satisfied with the results. “External Customers”Some examples that resulted from the analysis of the costumer behaviour The sidewalk to the right is wider than the sidewalk to the left. Why?People have a natural tendency to turn to the right rather than to the left Disney also learned that lines appear to be shorter if they snake back and forth rather than extend in a straight line.By reducing the perceived length of its waiting lines, Disney is able to increase custome...