CHAPTER 2The Economic Imperative

The Disneyland employees most pivotal to the famed theme park’s customer satisfaction aren’t the ones roaming around in Mickey Mouse and Goofy costumes.

They’re the folks carrying brooms.

Scholars John Boudreau and Peter Ramstad have shown that the sweepers who continually tidy up the park and often answer guest questions are vital to Disney. The caliber of these workers and their ability to solve problems are crucial to the holistic “magic” Disney aims to create for visitors.

“Disney sweepers have the opportunity to make adjustments to the customer-service process on-the-fly, reacting to variations in customer demands, unforeseen circumstances and changes in the customer experience,” Boudreau and Ramstad have ...

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