Disney World is the epitome of customer service and empowerment.Empowerment is a religion there.Employees are thoroughly trained and then told that they have the authority to do whatever is necessary to deal with problems on the spot in order to make customers happy.In fact, management interference is discouraged.Based on this information, you know that Disney relies on _____ theory to motivate its employees.

Question

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Disney relies on goal-setting theory to motivate its employees. This theory states that employees are motivated by goals that are specific, challenging, and achievable. Disney's employees are given the authority to do whatever is necessary to deal with problems on the spot in order to make customers happy. This gives them a sense of ownership and empowerment, which can lead to increased motivation.

Disney World Is the Epitome of Customer Service and Empowerment