Notes

Chapter 1

1. For a backstage tour of the technology of Walt Disney World, see Scott Kirsner, “Hack the Magic: The Exclusive Underground Tour of Disney World,” Wired, March 1998, 162–168, 186–189.

2. So pervasive had theme restaurants become that on April 15, 1998, online satirical magazine The Onion (www.theonion.com) posted a story with the title “Nation’s Last Themeless Restaurant Closes,” ostensibly about Pat’s Place in Dubuque, Iowa, being replaced by the town’s seventh “Paddy O’Touchdown’s Irish Sports Bar & Good-Tyme Internet Grill.”

3. Steven E. Prokesch, “Competing on Customer Service: An Interview with British Airways’ Sir Colin Marshall,” Harvard Business Review 73, no. 6 (November–December 1995): 103. For a response to this interview ...

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