ABSTRACT
This chapter examines the guest services, management, and leadership principles from Disney that could be applied to a healthcare environment. During the Disney Traditions mandatory training program, the four most important areas in order that Disney stresses are safety, courtesy, show, and efficiency. The safety as number one aligns well with hospitals, but the other areas particularly related to patient satisfaction (e.g., courtesy) are not clearly defined and thus not carried out in service delivery. A service script provides a structured response for the employee in the service encounter in the system. Service scripts or storyboards provide a structured framework of what is expected in the service performance. It is not a rote-memorized script but allows the cast member to tailor the service respond to the situation and still get the message of care and compassion across to the patient or guest.
