When Walt Disney created the Disney empire in the 1950s, he forbid its star characters such as Mickey Mouse and Pluto to talk. Mr. Disney thought it would be too difficult to control the service encounters between customers and the Disney characters, and it would ruin the “magic” of Disney. Therefore, Disney characters were trained to gesture and use only their body language to interact and entertain guests. Today, Disney is experimenting with talking characters. What are some advantages and disadvantages of talking Disney characters from a service design perspective? Research the current status of this Disney design decision and include a brief summary in your write-up (no more than two typed pages).
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