ORGS 2010 Lecture Notes - Lecture 12: Tral, The Home Depot, Kens
27 Dec 2014
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Document Summary
Different in cultural context can hinder service. Can get great success in one part of the world and struggle to meet customer expectations in another. Successful formula (content) applied to another country (context) may not product viable results. Hong kong disneyland wanted to tailor service content to new context of asian/chinese cultural expectations: star guest program. Disappointing feedback started to flow from guests. Learned guest expectations and how different areas worked together. 2009, potential impact of global financial crisis challenged marketing team to strengthen attendance. Leaders and hosts drawn mostly from hk and had diverse experience. Most hosts were straight out of school. Needed stabilizing influence to achieve operational excellence. Many leaders from parks worldwide brought in to role model values of leadership excellence. Leaders started to drift back to ways of doing things that were incompatible with the disney way. Disney known to be the happiest place in the world. Some individuals were offended in the reserved cultural context.
