Answered: When Walt Disney created the Disney…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Question

When Walt Disney created the Disney empire
in the 1950s, he forbid its star characters such
as Mickey Mouse and Pluto to talk. Mr. Disney
thought it would be too difficult to control the
service encounters between customers and Disney
characters, and it would ruin the “magic” of Disney.
Therefore, Disney characters were trained to gesture
and use only their body language to interact and
entertain guests. Today, Disney is experimenting
with talking characters. What are some advantages
and disadvantages of talking Disney characters from
a service design perspective? Research the current
status of this Disney design decision, and include a
brief summary in your write-up (no more than two
typed pages)

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