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Topics in Theme Park
Management
Dr. Martin Lewison
Hotelschool Den Haag
Speaker’s Background
• A.B., Columbia University, Economics
• Ph.D., Business Administration, Katz Graduate
School of Business, University of Pittsburgh
• University of Pittsburgh, University of
Tennessee, University of Arkansas-Monticello
• Standard & Poor’s Structured Finance
• Hotelschool The Hague
Martin Lewison, Ph.D. - Hotelschool The
Hague
2
Parks Visited in 2010: Heavy User
• Plopsaland Indoor Hasselt (BE)
• Disneyland (CA)
• Disney’s California Adventure
• Universal Studios Hollywood
• Six Flags Magic Mountain
• Knott’s Berry Farm
• Alton Towers (UK)
• Camelot Theme Park
• Lightwater Valley
• Pleasure Island Theme Park
• Fantasy Island
• Botton’s Pleasure Beach
• Drayton Manor
• West Midlands Safari & Leisure Park
• Blackbeard’s Cave Family Entertainment Center (NJ)
• Funtown Pier
• Jenkinson’s Boardwalk
• Keansburg Amusement Park
• BonBon Land (Denmark)
• Bakken
• Tivoli Gardens
• Fun City (Sweden)
• Liseberg
• Fårup Sommerland (Denmark)
• Tivoli Karolinelund
• Tivoli Friheden
• Djurs Sommerland
• Six Flags America (MD)
• Canobie Lake Park (NH)
• Efteling (NL)
• Wild Adventures (GA)
• Dixieland
• Six Flags Over Georgia
• Luna Park Coney Island (NY)
• Great Escape & Splashwater Kingdom
• Magic Forest Park
• Hoffman’s Playland
• Jeepers!
• Clementon Park (NJ)
• Schlitterbahn* (TX)
• SeaWorld San Antonio
• Six Flags Fiesta Texas
• Nickelodeon Universe (MN)
• Adventureland (IA)
• Worlds of Fun (MO)
• Silver Dollar City
• Six Flags St. Louis
• Holiday World (IN)
• Indiana Beach
• Six Flags Great America (IL)
• Mt. Olympus Water & Theme Park (WI)
• Timber Falls Adventure Park
• Knucklehead’s Bowling & Family Entertainment
• Valleyfair! (MN)
• Speelpark Duinen Zathe (Friesland)
• Speelstad Oranje (Drenthe)
• Drouwenerzand Attractiepark
• Hansa Park (Germany)
• Heide Park
• Wiener Prater (Austria)
• Vidámpark (Hungary)
• Sea World Orlando (FL)
• Universal Studios Islands of Adventure
• Universal Studios Florida
• Walt Disney World - Magic Kingdom
• Old Town
• Fun Spot
• Busch Gardens Africa
• Walt Disney World - EPCOT
• Parque Warner Madrid
• Parque de Atracciones Madrid
3
Martin Lewison, Ph.D. - Hotelschool The
Hague
4
Martin Lewison, Ph.D. - Hotelschool The
Hague
• Plopsaland Indoor Coevorden
• Legoland California
• Sea World San Diego
• Belmont Park
• Efteling
• Farglory Ocean Park
• Leofoo Village Theme Park
• Window on China Theme Park
• Shan GriLa Paradise
• Discovery World
• Atayal Resort
• Janfusun Fancyworld
• Formosan Aboriginal Culture Village
• E-DA Theme Park
• Linnanmäki
• Särkänniemi Amusement Park
• Gröna Lund
• TusenFryd
• Six Flags Great Adventure
• Scream Zone, Coney Island
• Adventurers Family Entertainment Center
• Walibi Holland
• Speelpark Oud Valkeveen
• Sybrandy’s Speelpark
• Bellewaerde Park
• Boudewijn Seapark
• Six Flags Over Georgia
• Lake Winnie
• Kings Dominion
• Quassy Amusement Park
• Canada’s Wonderland
• Bowcraft
• Victorian Gardens
• Wild Waves
• Six Flags Great Adventure
• Morey’s Piers
• Clementon Park
• Knoebel’s
• Hersheypark
• Dorney Park
• Jungle Jack’s Landing
• Kennywood
• Kings Island
• Cedar Point
• Terra Mitica
• Parque de Atracciones de Zaragoza
• Festilandia
• John’s Incredible Pizza (Riverside, CA)
• Castle Amusement Park
• Scandia Amusement Park
• Adventure City
• Pacific Park
• Six Flags Magic Mountain
• Disneyland
• Disney California Adventure
• Universal Studios Hollywood
• John’s Incredible Pizza (Roseville, CA)
• Fun Town at Micke Grove
• Oakland Zoo
• Happy Hollow Zoo and Park
• Walt Disney World
Parks Visited in 2011: Heavy User
• Busch Gardens Tampa
• EPCOT
• Magic Kingdom
• Busch Gardens Tampa
• Kinderstad Heerlen
• Phantasialand
• Mondo Verde
• Xetulul
2012
• Mundo Petapa
• Parque de Diversiones Dr. Roberto Ortiz Brenes
• Uncle Bernie's Theme Park
• Magic Kingdom
• Disney’s Animal Kingdom
• Disney’s Hollywood Studios
• EPCOT
• Legoland Floria
• Duinrell
• Zoosafari e Fasanolandia
• Miragica
• Gomma Park
• Liberty City Fun
• Arcolandia
• Edenlandia
• Magic World
• Rainbow Magicland
• Zoomarine
• Italia in Miniatura
• Fiabilandia
• Mirabilandia
• Mundo Petapa
• Gardaland
• Canevaworld Movieland Studios
Member of:
• American Coaster Enthusiasts (ACE)
• European Coaster Club (ECC)
• Theme Park Review (Club TPR)
• Dark Ride and Funhouse Enthusiasts (DAFE)
• International Association of Amusement Parks
and Attractions (IAAPA)
Martin Lewison, Ph.D. - Hotelschool The
Hague
7
What do you know about the
amusement industry?
8
Martin Lewison, Ph.D. - Hotelschool The
Hague
What are the top 5 (2010) amusement
parks in the world in number of
visitors?
1. Magic Kingdom,
WDW, Florida
• 16.972 million
visitors
2. Disneyland,
California
• 15.98 million
9
Martin Lewison, Ph.D. - Hotelschool The
Hague
What are the top 5 amusement parks
in the world?
3. Tokyo
Disneyland
• 14.452 million
4. Tokyo Disney
Sea
• 12.663 million
5. EPCOT, WDW
• 10.825 million
10
Martin Lewison, Ph.D. - Hotelschool The
Hague
Global Top 25 in terms of visitors
1. Magic Kingdom-WDW
2. Disneyland
3. Tokyo Disneyland
4. Tokyo Disney Sea
5. EPCOT-WDW
6. Disneyland Paris
7. Disney’s Animal Kingdom-WDW
8. Disney’s Hollywood Studios-
WDW
9. Universal Studios Japan
10. Everland, South Korea
11. Disney’s California Adventure
12. Universal Islands of Adventure
13. Universal Studios Orlando
14. Lotte World, South Korea
15. Hong Kong Disneyland
16. SeaWorld Orlando
17. Ocean Park, Hong Kong
18. Universal Studios
Hollywood
19. Walt Disney Studios,
Paris
20. Nagashima Spa Land
21. Europa Park, Germany
22. Busch Gardens Africa,
Tampa
23. Yokohama Sea Paradise
24. De Efteling, NL
25. Sea World, San Diego
11
Martin Lewison, Ph.D. - Hotelschool The
Hague
WWHP
Kuka Arm
Martin Lewison, Ph.D. - Hotelschool The
Hague
13
Top Chains (2009)
1. Disney
– 119 million visitors
2. Merlin Entertainment
– 38.5 million visitors
3. Parques Reunidos
– 28.9 million visitors
4. Six Flags
– 23.8 millions visitors
5. Universal
– 23.7 million visitors
6. SeaWorld Parks &
Entertainment
– 23.5 million visitors
7. Cedar Fair
– 21.1 million visitors
8. OCT Parks China
– 15.8 million
9. Compangie des Alpes
– 10 million
10. Aspro Group
– 8.2 million
Martin Lewison, Ph.D. - Hotelschool The
Hague
14
Amusement Parks in Top 20 Visitor
Attractions in Nederland
1. De Efteling
3. Attractiepark
Slagharen
7. Duinrell &
Tikibad
14. Walibi World
15
Martin Lewison, Ph.D. - Hotelschool The
Hague
Top Parks in Europe (2010)
1. Disneyland Park at DIsneyland Paris, Marne-la-Vallee, France
2. Walt Disney Studios Park at Disneyland Paris, Marne-la-Vallee, France
3. Europa Park, Rust, Germany
4. De Efteling, Kaatsheuvel, Netherlands
5. Tivoli Gardens, Copenhagen, Denmark
6. Port Aventura, Salou, Spain
7. Liseberg, Gothenburg, Sweden
8. Gardaland, Castelnuovo del Garda, Italy
9. Alton Towers, Staffordshire, UK
10. Legoland Windsor, Windsor, UK
11. Thorpe Park, Chertsey, UK
12. Phantasialand, Brühl, Germany
13. Futuroscope, Poitiers, France
14. Parc Astérix, Plailly, France
15. Legoland Billund, Billund, Denmark
16. Mirabilandia, Savio, Italy
17. Slagharen, Netherlands
18. Flamingoland, Malton, UK
19. Heide Park, Soltau, Germany
20. Parque de Attraciones, Madrid, Spain
16
Martin Lewison, Ph.D. - Hotelschool The
Hague
WHO MAKES THE RIDES?
17
Martin Lewison, Ph.D. - Hotelschool The
Hague
Product Key – Wood Coaster
18
Martin Lewison, Ph.D. - Hotelschool The
Hague
Product Key – Steel Coaster
19
Martin Lewison, Ph.D. - Hotelschool The
Hague
Product Key – Dark Ride
20
Product Key – Flat Rides
21
Martin Lewison, Ph.D. - Hotelschool The
Hague
The Big Two in Steel: B&M
22
Martin Lewison, Ph.D. - Hotelschool The
Hague
Arrow Suspended Coaster
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Hague
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B&M Inverted Coaster
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Hague
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Hague
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Hague
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Hague
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Hague
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Intamin – S, W, D, F
Attraction Makers
• Great Coasters International (USA) - W
• Gravity Group (USA) -W
• Mack (Germany) – S, F, D
• S&S (USA) – W, S, F
• Vekoma (NL) - S
• Zamperla (Italy) - S, F
• Gerstlauer (Germany) – S, F
• Golden Horse (China) – S, F, D
• Maurer (Germany) - S
• Sally Corp. (USA) - D
29
Martin Lewison, Ph.D. - Hotelschool The
Hague
What’s the oldest amusement park in
the world?
30
Martin Lewison, Ph.D. - Hotelschool The
Hague
What is the economic impact of the
amusement park industry in Europe?
•€8.600.000.000
in 2008
31
Martin Lewison, Ph.D. - Hotelschool The
Hague
Service Value Profit Chain
32
Martin Lewison, Ph.D. - Hotelschool The
Hague
Disney Wonderfulness is SVP Chain
Evidence?
33
Martin Lewison, Ph.D. - Hotelschool The
Hague
Disney Employees = Not Happy
• Recent Labor Unrest
– Mouse Trapped 2010
• 1941 Cartoonists Strike
• Disneyland strikes in 1970
and 1984
• Disneyland Paris strike in
1999
• Disneyland Hotel workers
hunger strike in Feb and 1-
Day strike in Jun 2010
• Reached labor agreement
25 February 2011 in
Orlando
34
Martin Lewison, Ph.D. - Hotelschool The
Hague
Limitations of Service Value Profit
Chain Model
• Level of service can be independent of
employee satisfaction with remuneration,
conditions, etc.
– Workplace and Job Design
– Development
– Rewards and Recognition
• Employee may get alternative rewards
• Other factors may go into guest satisfaction
35
Martin Lewison, Ph.D. - Hotelschool The
Hague
What are some determinants of guest
satisfaction?
36
Martin Lewison, Ph.D. - Hotelschool The
Hague
Pricing and Value for Money
37
Martin Lewison, Ph.D. - Hotelschool The
Hague
38
Martin Lewison, Ph.D. - Hotelschool The
Hague
WDW raises prices
$87
€69
39
Martin Lewison, Ph.D. - Hotelschool The
Hague
Best Practice
Martin Lewison, Ph.D. - Hotelschool The
Hague
40
The Queue: Island of Adventure
18-06-2010
41
Martin Lewison, Ph.D. - Hotelschool The
Hague
The Queue:
Six Flags Over
Texas
14-05-2011
Martin Lewison, Ph.D. - Hotelschool The
Hague
42
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Hague
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Hague
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Lo-Q Bots
45
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Hague
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Hague
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Hague
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Photo: Russell
Davies
48
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Hague
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Hague
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Best Practice
50
Martin Lewison, Ph.D. - Hotelschool The
Hague
Informing Guests About Wait Times
Martin Lewison, Ph.D. - Hotelschool The
Hague
51
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Hague
52
Best Practice: Tip Board at EPCOT
53
Martin Lewison, Ph.D. - Hotelschool The
Hague
Tip Board at Disney’s Hollywood Studios
54
Martin Lewison, Ph.D. - Hotelschool The
Hague
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Hague
55
Tip Board at Walt Disney Studios Paris
Safety
56
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Hague
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Martin Lewison, Ph.D. - Hotelschool The
Hague
Extreme World, Wisconsin Dells
58
Martin Lewison, Ph.D. - Hotelschool The
Hague
2011 Accidents
• June 6: 7 injured on roller
coaster at Cedar Point
• June 4: Girl killed by fall
from Ferris Wheel at
Morey’s Piers
• June 4: 17 injured by
improperly tethered
inflatables (NY)
• April 26: 4 injured on Big
Thunder Mountain at Paris
Disneyland
• May 16: Man has fatal heart
attack on Black Mamba,
Phantasialand
• April 20: Boy killed after
falling from kiddie roller
coaster (Chicago)
• March 20: Man dies after
fall from Houston
rollercoaster
• March 19: 1 dead, 28
children injured when
miniature train derails
• March 14: Worker killed at
Disney’s Animal
Kingdom,Primeval Whirl
• January 30: Man killed on
coaster in Japan
Martin Lewison, Ph.D. - Hotelschool The
Hague
59
Darien Lake 2011
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Hague
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Hague
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Martin Lewison, Ph.D. - Hotelschool The
Hague
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Best Practice
• Industry has a great safety record
– USA: 4.4 injuries per million attendance, or 0.6
injuries per million rides
– 6% of injuries considered “serious”
– Annual average is 2 deaths per year on fixed rides
• By comparison approx. 40,000 Americans die each year
in automobiles
Martin Lewison, Ph.D. - Hotelschool The
Hague
63
Signage
64
Martin Lewison, Ph.D. - Hotelschool The
Hague
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Hague
65
Best Practice: Meet the Cast of the
Disney Sign Shop
66
Martin Lewison, Ph.D. - Hotelschool The
Hague
Merchandising
Martin Lewison, Ph.D. - Hotelschool The
Hague
67
Best Practices: Connect with Fans
68
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Hague
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Hague
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Hague
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Hague
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Hague
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Hague
http://disneyparks.disney.go.com/blog/2010/0
9/wheres-scoop/
Merchandise: Connect With Fans
74
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Hague
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Hague
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Hague
76
Duffy the Disney Bear?
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Hague
77
Environmental Issues
78
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Hague
Environmental Issues
79
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Hague
Environmental Issues
80
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Hague
Cleanliness
81
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Hague
Toilets
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Hague
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Smoking
83
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Hague
F&B
84
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Hague
F&B
85
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Hague
F&B
86
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Hague
F&B
87
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Hague
F&B
88
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Hague
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Hague
Best Practices
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Hague
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Hague
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Hague
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Hague
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Fine Dining at WDW
94
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Hague
Hotels
95
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Hague
Hotels
96
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Hague
Do the hotels support the parks or
vice versa?
97
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Hague
Advertising Run Amok
98
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Hague
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Hague
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Hague
Basic Amenities
Martin Lewison, Ph.D. - Hotelschool The
Hague
101
Want to keep guest satisfied?
102
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Hague
QUESTIONS?
103
Martin Lewison, Ph.D. - Hotelschool The
Hague
@milst1 on Twitter

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Theme Park Management Topics

  • 1. Topics in Theme Park Management Dr. Martin Lewison Hotelschool Den Haag
  • 2. Speaker’s Background • A.B., Columbia University, Economics • Ph.D., Business Administration, Katz Graduate School of Business, University of Pittsburgh • University of Pittsburgh, University of Tennessee, University of Arkansas-Monticello • Standard & Poor’s Structured Finance • Hotelschool The Hague Martin Lewison, Ph.D. - Hotelschool The Hague 2
  • 3. Parks Visited in 2010: Heavy User • Plopsaland Indoor Hasselt (BE) • Disneyland (CA) • Disney’s California Adventure • Universal Studios Hollywood • Six Flags Magic Mountain • Knott’s Berry Farm • Alton Towers (UK) • Camelot Theme Park • Lightwater Valley • Pleasure Island Theme Park • Fantasy Island • Botton’s Pleasure Beach • Drayton Manor • West Midlands Safari & Leisure Park • Blackbeard’s Cave Family Entertainment Center (NJ) • Funtown Pier • Jenkinson’s Boardwalk • Keansburg Amusement Park • BonBon Land (Denmark) • Bakken • Tivoli Gardens • Fun City (Sweden) • Liseberg • Fårup Sommerland (Denmark) • Tivoli Karolinelund • Tivoli Friheden • Djurs Sommerland • Six Flags America (MD) • Canobie Lake Park (NH) • Efteling (NL) • Wild Adventures (GA) • Dixieland • Six Flags Over Georgia • Luna Park Coney Island (NY) • Great Escape & Splashwater Kingdom • Magic Forest Park • Hoffman’s Playland • Jeepers! • Clementon Park (NJ) • Schlitterbahn* (TX) • SeaWorld San Antonio • Six Flags Fiesta Texas • Nickelodeon Universe (MN) • Adventureland (IA) • Worlds of Fun (MO) • Silver Dollar City • Six Flags St. Louis • Holiday World (IN) • Indiana Beach • Six Flags Great America (IL) • Mt. Olympus Water & Theme Park (WI) • Timber Falls Adventure Park • Knucklehead’s Bowling & Family Entertainment • Valleyfair! (MN) • Speelpark Duinen Zathe (Friesland) • Speelstad Oranje (Drenthe) • Drouwenerzand Attractiepark • Hansa Park (Germany) • Heide Park • Wiener Prater (Austria) • Vidámpark (Hungary) • Sea World Orlando (FL) • Universal Studios Islands of Adventure • Universal Studios Florida • Walt Disney World - Magic Kingdom • Old Town • Fun Spot • Busch Gardens Africa • Walt Disney World - EPCOT • Parque Warner Madrid • Parque de Atracciones Madrid 3 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 4. 4 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 5. • Plopsaland Indoor Coevorden • Legoland California • Sea World San Diego • Belmont Park • Efteling • Farglory Ocean Park • Leofoo Village Theme Park • Window on China Theme Park • Shan GriLa Paradise • Discovery World • Atayal Resort • Janfusun Fancyworld • Formosan Aboriginal Culture Village • E-DA Theme Park • Linnanmäki • Särkänniemi Amusement Park • Gröna Lund • TusenFryd • Six Flags Great Adventure • Scream Zone, Coney Island • Adventurers Family Entertainment Center • Walibi Holland • Speelpark Oud Valkeveen • Sybrandy’s Speelpark • Bellewaerde Park • Boudewijn Seapark • Six Flags Over Georgia • Lake Winnie • Kings Dominion • Quassy Amusement Park • Canada’s Wonderland • Bowcraft • Victorian Gardens • Wild Waves • Six Flags Great Adventure • Morey’s Piers • Clementon Park • Knoebel’s • Hersheypark • Dorney Park • Jungle Jack’s Landing • Kennywood • Kings Island • Cedar Point • Terra Mitica • Parque de Atracciones de Zaragoza • Festilandia • John’s Incredible Pizza (Riverside, CA) • Castle Amusement Park • Scandia Amusement Park • Adventure City • Pacific Park • Six Flags Magic Mountain • Disneyland • Disney California Adventure • Universal Studios Hollywood • John’s Incredible Pizza (Roseville, CA) • Fun Town at Micke Grove • Oakland Zoo • Happy Hollow Zoo and Park • Walt Disney World Parks Visited in 2011: Heavy User • Busch Gardens Tampa • EPCOT • Magic Kingdom • Busch Gardens Tampa • Kinderstad Heerlen • Phantasialand • Mondo Verde • Xetulul
  • 6. 2012 • Mundo Petapa • Parque de Diversiones Dr. Roberto Ortiz Brenes • Uncle Bernie's Theme Park • Magic Kingdom • Disney’s Animal Kingdom • Disney’s Hollywood Studios • EPCOT • Legoland Floria • Duinrell • Zoosafari e Fasanolandia • Miragica • Gomma Park • Liberty City Fun • Arcolandia • Edenlandia • Magic World • Rainbow Magicland • Zoomarine • Italia in Miniatura • Fiabilandia • Mirabilandia • Mundo Petapa • Gardaland • Canevaworld Movieland Studios
  • 7. Member of: • American Coaster Enthusiasts (ACE) • European Coaster Club (ECC) • Theme Park Review (Club TPR) • Dark Ride and Funhouse Enthusiasts (DAFE) • International Association of Amusement Parks and Attractions (IAAPA) Martin Lewison, Ph.D. - Hotelschool The Hague 7
  • 8. What do you know about the amusement industry? 8 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 9. What are the top 5 (2010) amusement parks in the world in number of visitors? 1. Magic Kingdom, WDW, Florida • 16.972 million visitors 2. Disneyland, California • 15.98 million 9 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 10. What are the top 5 amusement parks in the world? 3. Tokyo Disneyland • 14.452 million 4. Tokyo Disney Sea • 12.663 million 5. EPCOT, WDW • 10.825 million 10 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 11. Global Top 25 in terms of visitors 1. Magic Kingdom-WDW 2. Disneyland 3. Tokyo Disneyland 4. Tokyo Disney Sea 5. EPCOT-WDW 6. Disneyland Paris 7. Disney’s Animal Kingdom-WDW 8. Disney’s Hollywood Studios- WDW 9. Universal Studios Japan 10. Everland, South Korea 11. Disney’s California Adventure 12. Universal Islands of Adventure 13. Universal Studios Orlando 14. Lotte World, South Korea 15. Hong Kong Disneyland 16. SeaWorld Orlando 17. Ocean Park, Hong Kong 18. Universal Studios Hollywood 19. Walt Disney Studios, Paris 20. Nagashima Spa Land 21. Europa Park, Germany 22. Busch Gardens Africa, Tampa 23. Yokohama Sea Paradise 24. De Efteling, NL 25. Sea World, San Diego 11 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 12. WWHP
  • 13. Kuka Arm Martin Lewison, Ph.D. - Hotelschool The Hague 13
  • 14. Top Chains (2009) 1. Disney – 119 million visitors 2. Merlin Entertainment – 38.5 million visitors 3. Parques Reunidos – 28.9 million visitors 4. Six Flags – 23.8 millions visitors 5. Universal – 23.7 million visitors 6. SeaWorld Parks & Entertainment – 23.5 million visitors 7. Cedar Fair – 21.1 million visitors 8. OCT Parks China – 15.8 million 9. Compangie des Alpes – 10 million 10. Aspro Group – 8.2 million Martin Lewison, Ph.D. - Hotelschool The Hague 14
  • 15. Amusement Parks in Top 20 Visitor Attractions in Nederland 1. De Efteling 3. Attractiepark Slagharen 7. Duinrell & Tikibad 14. Walibi World 15 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 16. Top Parks in Europe (2010) 1. Disneyland Park at DIsneyland Paris, Marne-la-Vallee, France 2. Walt Disney Studios Park at Disneyland Paris, Marne-la-Vallee, France 3. Europa Park, Rust, Germany 4. De Efteling, Kaatsheuvel, Netherlands 5. Tivoli Gardens, Copenhagen, Denmark 6. Port Aventura, Salou, Spain 7. Liseberg, Gothenburg, Sweden 8. Gardaland, Castelnuovo del Garda, Italy 9. Alton Towers, Staffordshire, UK 10. Legoland Windsor, Windsor, UK 11. Thorpe Park, Chertsey, UK 12. Phantasialand, Brühl, Germany 13. Futuroscope, Poitiers, France 14. Parc Astérix, Plailly, France 15. Legoland Billund, Billund, Denmark 16. Mirabilandia, Savio, Italy 17. Slagharen, Netherlands 18. Flamingoland, Malton, UK 19. Heide Park, Soltau, Germany 20. Parque de Attraciones, Madrid, Spain 16 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 17. WHO MAKES THE RIDES? 17 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 18. Product Key – Wood Coaster 18 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 19. Product Key – Steel Coaster 19 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 20. Product Key – Dark Ride 20
  • 21. Product Key – Flat Rides 21 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 22. The Big Two in Steel: B&M 22 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 23. Arrow Suspended Coaster Martin Lewison, Ph.D. - Hotelschool The Hague 23
  • 24. B&M Inverted Coaster Martin Lewison, Ph.D. - Hotelschool The Hague 24
  • 25. Martin Lewison, Ph.D. - Hotelschool The Hague 25
  • 26. Martin Lewison, Ph.D. - Hotelschool The Hague 26
  • 27. Martin Lewison, Ph.D. - Hotelschool The Hague 27
  • 28. Martin Lewison, Ph.D. - Hotelschool The Hague 28 Intamin – S, W, D, F
  • 29. Attraction Makers • Great Coasters International (USA) - W • Gravity Group (USA) -W • Mack (Germany) – S, F, D • S&S (USA) – W, S, F • Vekoma (NL) - S • Zamperla (Italy) - S, F • Gerstlauer (Germany) – S, F • Golden Horse (China) – S, F, D • Maurer (Germany) - S • Sally Corp. (USA) - D 29 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 30. What’s the oldest amusement park in the world? 30 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 31. What is the economic impact of the amusement park industry in Europe? •€8.600.000.000 in 2008 31 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 32. Service Value Profit Chain 32 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 33. Disney Wonderfulness is SVP Chain Evidence? 33 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 34. Disney Employees = Not Happy • Recent Labor Unrest – Mouse Trapped 2010 • 1941 Cartoonists Strike • Disneyland strikes in 1970 and 1984 • Disneyland Paris strike in 1999 • Disneyland Hotel workers hunger strike in Feb and 1- Day strike in Jun 2010 • Reached labor agreement 25 February 2011 in Orlando 34 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 35. Limitations of Service Value Profit Chain Model • Level of service can be independent of employee satisfaction with remuneration, conditions, etc. – Workplace and Job Design – Development – Rewards and Recognition • Employee may get alternative rewards • Other factors may go into guest satisfaction 35 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 36. What are some determinants of guest satisfaction? 36 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 37. Pricing and Value for Money 37 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 38. 38 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 39. WDW raises prices $87 €69 39 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 40. Best Practice Martin Lewison, Ph.D. - Hotelschool The Hague 40
  • 41. The Queue: Island of Adventure 18-06-2010 41 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 42. The Queue: Six Flags Over Texas 14-05-2011 Martin Lewison, Ph.D. - Hotelschool The Hague 42
  • 43. 43 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 44. Martin Lewison, Ph.D. - Hotelschool The Hague 44
  • 45. Lo-Q Bots 45 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 46. Martin Lewison, Ph.D. - Hotelschool The Hague 46
  • 47. Martin Lewison, Ph.D. - Hotelschool The Hague 47
  • 48. Photo: Russell Davies 48 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 49. Martin Lewison, Ph.D. - Hotelschool The Hague 49
  • 50. Best Practice 50 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 51. Informing Guests About Wait Times Martin Lewison, Ph.D. - Hotelschool The Hague 51
  • 52. Martin Lewison, Ph.D. - Hotelschool The Hague 52
  • 53. Best Practice: Tip Board at EPCOT 53 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 54. Tip Board at Disney’s Hollywood Studios 54 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 55. Martin Lewison, Ph.D. - Hotelschool The Hague 55 Tip Board at Walt Disney Studios Paris
  • 56. Safety 56 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 57. 57 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 58. Extreme World, Wisconsin Dells 58 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 59. 2011 Accidents • June 6: 7 injured on roller coaster at Cedar Point • June 4: Girl killed by fall from Ferris Wheel at Morey’s Piers • June 4: 17 injured by improperly tethered inflatables (NY) • April 26: 4 injured on Big Thunder Mountain at Paris Disneyland • May 16: Man has fatal heart attack on Black Mamba, Phantasialand • April 20: Boy killed after falling from kiddie roller coaster (Chicago) • March 20: Man dies after fall from Houston rollercoaster • March 19: 1 dead, 28 children injured when miniature train derails • March 14: Worker killed at Disney’s Animal Kingdom,Primeval Whirl • January 30: Man killed on coaster in Japan Martin Lewison, Ph.D. - Hotelschool The Hague 59
  • 60. Darien Lake 2011 Martin Lewison, Ph.D. - Hotelschool The Hague 60
  • 61. Martin Lewison, Ph.D. - Hotelschool The Hague 61
  • 62. Martin Lewison, Ph.D. - Hotelschool The Hague 62
  • 63. Best Practice • Industry has a great safety record – USA: 4.4 injuries per million attendance, or 0.6 injuries per million rides – 6% of injuries considered “serious” – Annual average is 2 deaths per year on fixed rides • By comparison approx. 40,000 Americans die each year in automobiles Martin Lewison, Ph.D. - Hotelschool The Hague 63
  • 64. Signage 64 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 65. Martin Lewison, Ph.D. - Hotelschool The Hague 65
  • 66. Best Practice: Meet the Cast of the Disney Sign Shop 66 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 67. Merchandising Martin Lewison, Ph.D. - Hotelschool The Hague 67
  • 68. Best Practices: Connect with Fans 68 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 69. 69 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 70. 70 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 71. 71 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 72. 72 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 73. 73 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 74. http://disneyparks.disney.go.com/blog/2010/0 9/wheres-scoop/ Merchandise: Connect With Fans 74 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 75. 75 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 76. Martin Lewison, Ph.D. - Hotelschool The Hague 76
  • 77. Duffy the Disney Bear? Martin Lewison, Ph.D. - Hotelschool The Hague 77
  • 78. Environmental Issues 78 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 79. Environmental Issues 79 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 80. Environmental Issues 80 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 81. Cleanliness 81 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 82. Toilets Martin Lewison, Ph.D. - Hotelschool The Hague 82
  • 83. Smoking 83 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 84. F&B 84 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 85. F&B 85 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 86. F&B 86 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 87. F&B 87 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 88. F&B 88 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 89. 89 Martin Lewison, Ph.D. - Hotelschool The Hague Best Practices
  • 90. Martin Lewison, Ph.D. - Hotelschool The Hague 90
  • 91. Martin Lewison, Ph.D. - Hotelschool The Hague 91
  • 92. Martin Lewison, Ph.D. - Hotelschool The Hague 92
  • 93. Martin Lewison, Ph.D. - Hotelschool The Hague 93
  • 94. Fine Dining at WDW 94 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 95. Hotels 95 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 96. Hotels 96 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 97. Do the hotels support the parks or vice versa? 97 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 98. Advertising Run Amok 98 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 99. 99 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 100. 100 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 101. Basic Amenities Martin Lewison, Ph.D. - Hotelschool The Hague 101
  • 102. Want to keep guest satisfied? 102 Martin Lewison, Ph.D. - Hotelschool The Hague
  • 103. QUESTIONS? 103 Martin Lewison, Ph.D. - Hotelschool The Hague @milst1 on Twitter

Notes de l'éditeur

  1. The point of this is that I’m one of the clients and I can talk about guest satisfaction from the perspective of the customer. Presumably you’re trying to make the customer happy and in this industry, the level of service required to be an industry leader beyond any level of service you’ve ever imagined.
  2. The 71 does not include Schlitterbahn.
  3. Industry is expected to generate $29.5 billion by 2015
  4. Universal IOA hit 11.2 million visitors in 2010, an increase of 2 million guests in a single year Annual revenue $1.1 billion in 2010
  5. http://abcnews.go.com/Travel/wireStory?id=12343618 Orlando Sentinel, 22/8/2011 Orlando Sentinel Nov. 26, 2010, May 13, 2011 Comcast Year End Results, 2011 36% increase in attendance at Universal Islands of Adventure over same Q3 20091 46% increase over Q4 2009 68% increase in attendance over Q1 20103, $45.8b profit Q1 2011 11.2 million visitors and $1.1 billion revenue2 (from 16th to 6th!) Orlando Hotels Occupancy up from 73.5% to 77.2%, ADR up 2.8%2 By comparison, WDW summer attendance equaled previous year3 Blackstone sells its half to Comcast for $1.025 Billion Universal Theme Park Revenue increases from $1.6 (2010) to $2 (2011) billion, or 24.3%4 Q1 2012 Theme Park Revenue up from 390mm to 412mm, more per capita spending Building into the other park and now Universal Studios Japan
  6. Merlin: Dungeons, SeaLife, Alton Towers, London Eye, Madame Tussaud’s, Legoland, owned by Blackstone Parques Reunidos: Bobbejaanland, TusenFryd, Kennywood, Madrid parks Six Flags: 14 parks + waterparks Cedar Fair: 11 parks + waterparks Happy Valley at least 4 Compagnie des Alpes, ski resorts, + Walibi, Bellewaerde, Dolfinarium, Parc Asterix Aspro: Deltapark Neeltje Jans, Boudewijn Seapark, Oakwood
  7. Including Carousels, Ferris wheels, plus monorails, etc.
  8. B&M -Super innovative Inverted coasters = 30 -Floorless trains -Flying -Diving -Standup
  9. http://www.youtube.com/v/xTNcnJS-a2M&feature=fvsr
  10. Major players, many other vendors, and parks sometimes design their own attractions
  11. Opened in 1583
  12. This is direct in-park spending by guests and does not include tangential spending on, e.g., transportation.
  13. SVP Chain: Invest in your employees and that will lead to guest satisfaction and profits
  14. Disney service is superb. Evidence that the Service Profit Chain works?
  15. Disney Dollars are a form of corporate scrip or tokens or currency used at Disney theme parks, the Disney Store, and at one time certain parts of Castaway Cay, the Disney cruise-line's private island
  16. $59.99 + tax tax if you buy four or more, plus parking included if you process before season end. About €42 for the entire season including free parking. This gets you into 13 different parks with free parking.
  17. Disneyland 1 Day from $79-$87 (For a family of four, that’s €237!), children 3-9 $68-$74 (EUR1 = US$1.44). Now $80 at Disneyland. Matched by Universal and Sea World. Slagharen successfully tried variable pricing this year and found that it smoothed their attendance and enabled them to staff more efficiently as more people bought their tickets on the internet. €57 is the one day one ticket price for Disneyland Paris. €34 during high season at Efteling.
  18. Queuing is a function of capacity and operations efficiency as well as ride popularity. Rides usually peak in first few years, but often remain enormously popular over long periods.
  19. There is an issue about whether q-bots and other queue products are fair. What do you think? Same wait time fair, shorter wait time not fair?
  20. Ethical issues of queuing products? Does Disney have the best solution?
  21. Nothing kills enthusiasm for the theme park more than an accident. Guests need to feel safe. Sometimes accidents are serious, sometimes deadly. Sometimes it’s the park’s fault, guest’s fault, manufacturer’s fault. It doesn’t matter, it hurts the park’s attendance.
  22. July
  23. $100 for the robe, $30 for the scarf
  24. Environment: Serious issues with relation to environmental destruction during development, huge power use, water, garbage generation. Theme parks create escape from reality Some parks are trying to deal with environmental issues, in symbolic ways with Pandadroom at Efteling, or Disney’s Animal Kingdom
  25. ..or with operational changes. Disney last year announced 50% reduction in greenhouse gases over the next five years. June 18, 2009 SIX FLAGS LAUNCHES GREEN INITIATIVE World's Largest Theme Park Company Committed to Protecting the Environment Six Flags, Inc., (OTC Bulletin Board: SIXF) announced today a company-wide green initiative to reduce electricity, fuel use and waste while helping to protect the watersheds and ecosystems across theme park and water park locations. Already undertaking several innovative efforts to improve the energy performance of park operations, Six Flags is embarking on a groundbreaking pilot program at four parks. All vehicles and trains that operate on diesel fuel will instead be powered by used vegetable oil generated in Six Flags kitchens. Additional proactive savings in energy consumption will be achieved through the use of LED lamps and lights throughout each park resulting in reduced indirect green house gas emissions from electricity consumption. “Six Flags is taking aggressive steps to help protect and preserve the environment for future generations,” said Mark Shapiro, Six Flags President and CEO. “These programs will help safeguard the planet and create lasting partnerships with the communities where we live and work.” Six Flags is also committed to dramatic recycling and waste handling. Collaborating with corporate partner, Coca-Cola, over 3,000 recycle bins have already been placed in all Six Flags parks. “We envision a world where our packaging is not seen as trash, but as a valuable resource that can be re-used to produce a number of products, from new beverage containers to shirts and bags,” said John Burgess, President and CEO, Coca-Cola Recycling. “This extensive recycling program is a great way for Six Flags guests and Team Members to help support the environment.” Other initiatives include: The installation of low-flow, high efficiency water fixtures throughout the parks The purchase of fuel efficient vehicles to replace older models The use of water saving plants and groundcover at all parks Paper recycling programs at all parks In addition, Six Flags is launching a comprehensive review of a new solar energy strategy. By using existing available land surrounding a number of parks, Six Flags would be able to create solar panel farms to supply the parks with clean energy and reduce the amount of electricity purchased. About Six Flags: Six Flags, Inc. is a publicly-traded corporation (OTC Bulletin Board: SIXF) headquartered in New York City and is the world's largest regional theme park company with 20 parks across the United States, Mexico and Canada.
  26. Feb 2010 at Sea World Orlando
  27. Disneyland Parc Paris
  28. Disneyland Parc Paris
  29. Free soda at some parks
  30. Junk food
  31. Fried Cheese Curds
  32. Salads at Holiday World
  33. Healthy Choice Concessions at Six Flags Discovery Kingdom
  34. More choices: from fine dining to healthy Thanksgiving Dinner at The Flying Fish, Disney’s Boardwalk, WDW Orlando
  35. Efteling Hotel 1950’s Room
  36. Buffalo Bill’s, Primm, Nevada
  37. Animal Kingdom Lodge