The strategies used by Disney and Universal Studios to capture customer loyalty. The "Three Ps" of Service Magic
A central premise is adding "zest" and value in ways customers would never expect, creating a feeling of awe and delight. Service Magic: The Art of Amazing Your Customers
Bell and Zemke use diverse industry examples to show these principles in action: The strategies used by Disney and Universal Studios
The context and environment in which service happens. Service Magic: The Art of Amazing Your Customers