The Smile Factory
Disneyland as the self-proclaimed “happiest place on earth” occupies an enviable position in the amusement and entertainment worlds as well as the commercial world in general. Its product, it seems is emotion – “laughter and well-being”. Bill Ross, a Disneyland executive, summarizes the corporate policies nicely by noting that “although we focus our attention on profit and loss, day-in and day-out we cannot lose sight of the fact that this is a feeling business and we make our profits from…...