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The disneyization of service work in...

Schreiner, Karen.

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The disneyization of service work in financial organizations.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The disneyization of service work in financial organizations./
Author:	Schreiner, Karen.
Description:	79 p.
Notes:	Adviser: Sharyn J. Potter.
Contained By:	Masters Abstracts International46-02.
Subject:	Business Administration, Banking. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1447906
ISBN:	9780549194910

The disneyization of service work in financial organizations.
Schreiner, Karen.

The disneyization of service work in financial organizations. - 79 p.

Adviser: Sharyn J. Potter.

Thesis (M.A.)--University of New Hampshire, 2007.

In recent years, financial companies have adopted "the Disney Way" in their approaches to customer service. Along with other organizations, financial companies place emphasis on the service they provide and are training associates to stage a "show" for their customers. Financial organizations increasingly look toward Disney as a model for customer "delight", and use Disney's methods of training to mold associates who are constantly smiling and friendly, use a company-written script, and "perform" as part of their job duties.

ISBN: 9780549194910Subjects--Topical Terms:

1018458
Business Administration, Banking.

The disneyization of service work in financial organizations.
LDR:01827nam 2200301 a 45 001 963227
005 20110830
008 110831s2007 ||||||||||||||||| ||eng d
020 $a 9780549194910
035 $a (UMI)AAI1447906
035 $a AAI1447906
040 $a UMI $c UMI
100 1 $a Schreiner, Karen. $3 1286284
245 1 4 $a The disneyization of service work in financial organizations.
300 $a 79 p.
500 $a Adviser: Sharyn J. Potter.
500 $a Source: Masters Abstracts International, Volume: 46-02, page: 0760.
502 $a Thesis (M.A.)--University of New Hampshire, 2007.
520 $a In recent years, financial companies have adopted "the Disney Way" in their approaches to customer service. Along with other organizations, financial companies place emphasis on the service they provide and are training associates to stage a "show" for their customers. Financial organizations increasingly look toward Disney as a model for customer "delight", and use Disney's methods of training to mold associates who are constantly smiling and friendly, use a company-written script, and "perform" as part of their job duties.
520 $a My study investigates the nature of performance-based customer service through a content analysis of bank teller employment advertisements and banking advertisements from the New York Times, spanning the years of 1975-2005. Results of my analysis, when combined with additional evidence of the "disneyization" phenomenon, show that there is an increasing emphasis on customer service within the banking industry.
590 $a School code: 0141.
650 4 $a Business Administration, Banking. $3 1018458
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
690 $a 0338
690 $a 0629
690 $a 0770
710 2 $a University of New Hampshire. $3 1017788
773 0 $t Masters Abstracts International $g 46-02.
790 $a 0141
790 1 0 $a Potter, Sharyn J., $e advisor
791 $a M.A.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1447906