Organizational behavior of HK Disneyland

Topics: The Walt Disney Company, Walt Disney, Walt Disney Parks and Resorts Pages: 16 (4880 words) Published: April 13, 2014

Organizational Behavior in
Hong Kong Disneyland


Theory X and Theory Y 4
Herzberg’s two-factor theory 6
Maslow's Hierarchy of Need 8

Organizational Learning in Disneyland11
Current situation of learning aspects in Hong Kong Disneyland 12 Problems of Disney Learning Style 13



Hong Kong Disneyland, opened to visitors in 2005, is one of the two largest theme parks in Hong Kong. It successfully brings magical experience of Walt Disney to all the visitors just like other Disneyland around the world.

Hong Kong Disneyland has created a culture for their employees with open communication with their managers and subordinates, professional training, and rewards. This philosophy of treating employees well has long been adopted by Walt Disney for many years. The belief of Walt Disney is that you can have joyful guests as long as you have employees who enjoy working for Disneyland and bringing happiness to visitors.

With the comprehensive training for each employee, they make all visitors experience a memorable magical moment. No matter the cast of Disney characters, or the people working in Disneyland's restaurants or hotels, all of them receive comprehensive training. This training can ensure that every Disney employee can work together as a team, and provide excellent customer services to cater for their customers' needs

In this report, we will illustrate how Disneyland incorporates organizational behavior concepts to create a culture for their employees where they feel satisfactory for their work environment and feel that they are important to the team. Motivation and learning are two main focuses in our research. We will also provide suggestions on how Disneyland can further improve in terms of organizational culture.


Hong Kong Disneyland has many ways to motivate its employees to work. Our team is going to apply Theory X and Theory Y, Herzberg’s two-factor theory, and Maslow's Hierarchy of Need these three theories to analyze the employee motivation methods of Hong Kong Disneyland

Theory X and Theory Y
Here is a brief introduction on the Theory X before the application on Disneyland. Theory X based on pessimistic assumptions. It is impediment to employee morale and productivity. For example, it assumed that labors are inherently lazy and avoid to work, only interested in money and in need of close supervision. Also, they would have little ambition without incentive programs, avoid responsibility and need to be driven through control systems. So, once the manager adopting this theory, they will end everything in blame without evaluating the situation, structure the work, energize the employees and also in authoritarian style based on the threat of punishment.

Here comes to the application on theory X. According to the spokesperson of Disneyland, Angela Bliss, Disney employees have to adhere to strict guidelines and rules for their behavior and appearance. Once hired, they have to maintain the “Disney Look, and the Disney look is a fresh, clean and approachable look, ensuring that every guest feels comfortable with our entire cast. Therefore, “Cast members,” Disney’s way of referring to their employees, receive a “Disney look book” that details all of the requirements, emphasizing a natural look with natural hair color and makeup. The purpose in doing this is to keep the focus on the ‘show’ and not on the individual cast member. Besides, a cast member with purple hair may not appear approachable to all of their guests.

According to Disney rules, anytime a cast member confronts a guest who appears lost or frazzled, the employee must offer their help and point them in the right direction. Pointing must always be done with either two fingers or the full hand. So, the above showed that the workers in Disney are suffered serious and high intensive instructions and...
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