Tokyo Disney Resort enhancing 'soft power' to retain customers
Nikkei -- May 18
Oriental Land's new focus on service quality, spelled out in the latest development plan, stems from the Tokyo Disney Resort operator's realization that new attractions alone are not enough to keep people coming through the gates.

The plan, unveiled in late April, represents a clear shift from an emphasis on "hardware" to "software," by focusing on service improvements rather than adding facilities. It was presented as a revision of an initial plan announced in 2014.

Previously, Oriental Land had earmarked approximately 500 billion yen ($4.56 billion) for refurbishing and enhancing facilities by the year through March 2024. The strategy included developing attractions such as "Beauty and the Beast" and "Alice in Wonderland" at Tokyo Disneyland, and introducing attractions such as "Frozen" at Tokyo DisneySea.

The new plan sees construction of the "Frozen" attraction delayed at least until fiscal 2020 and "Alice in Wonderland" scrapped altogether.

The market's main concern over the initial plan was a likely decline in visitor numbers during construction. Building new attractions inside the limited area of the park inevitably requires closing off certain sections. An analyst at a foreign brokerage said he received numerous inquiries from foreign investors wary of the negative impact of construction work on earnings.

News source: Nikkei
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