"Disney World is where magic makes dreams come true, but it’s also the land of unbearable wait times. If you want to ride the Haunted Mansion or meet Cinderella, get ready to stand in line for two hours in the scorching Florida heat ..."
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Customer service in tourism
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"Will this new $1bn theme park turn Dubai into 'Orlando 2.0'? ..." 
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This post relates to section 9.3.2.I: Procedures for customer flow, especially guidelines for managing waiting times. See the recommendation that is is advisable to keep the customer occupied while waiting. When people do something while they are waiting, the wait seems shorter than when they are idle.
The post also relates to section 6.2.2: Customer research.
A statement in the post, 'The takeaway: under-promising and over-delivering can have a positive impact on a guest’s perceived experience at Disney' relates to a statement in the study guide,
'Managing customer expectations is an important factor in service excellence. If, for instance, a client waiting for a table in a restaurant, is told that the waiting time will be slightly more than expected, customers will be delighted when the wait is actually shorter than predicted'.