Araújo, Maria Valéria Pereira deXavier, Deborah Laís Diniz2025-03-062025-03-062025-01-17XAVIER, Deborah Laís Diniz. O Mundo Mágico de Walt Disney World: a percepção sobre a capacitação dos funcionários na experiência de encantamento dos visitantes no mundo mágico da Disney. Orientadora: Maria Valeria Pereira de Araújo. 2025. 40 f. Trabalho de Conclusão de Curso (Graduação) - Curso de Administração, Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2025.https://repositorio.ufrn.br/handle/123456789/62933This study aims to investigate the impact of employee training on the enchanting experiences provided to visitors at Walt Disney World. Globally recognized for its excellence in customer service, Walt Disney World employs training practices based on the "Four Keys" (Safety, Courtesy, Show, and Efficiency), principles that guide its organizational culture and the delivery of magical experiences. The research is grounded in an extensive theoretical review, addressing concepts such as customer experience, emotional labor management, and loyalty. The study examines the dimensions of customer experience, including sensory, emotional, cognitive, behavioral, and social aspects, as well as the challenges faced by employees in a high emotional demand environment. Expected results include identifying effective people management practices and analyzing their impact on visitors' perception and satisfaction. The study's relevance lies in understanding how training can be a competitive differentiator and a success factor in the entertainment industry.Attribution 3.0 Brazilhttp://creativecommons.org/licenses/by/3.0/br/Administração de empresasCultura organizacionalCapacitação de funcionáriosExperiência do clienteWalt Disney WorldBusiness administrationOrganizational cultureEmployee trainingCustomer experienceWalt Disney WorldbachelorThesisCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO