There is a sickness pervasive in the company, and unfortunately Disney Co.'s continued pace of buying out more and more studios and intellectual properties does nothing to solve the problems with there declining customer service track record. Granted Disney parks still does have better customer service then most other parks but that is not saying much when you we are comparing ourselves against a Six Flags type of corporation which never prided itself with customer service, and charges only a fraction of the cost to enter ($67 dollars for a non restricted annual pass!) vs Disneyland $650 dollars or up to a 1,000 dollars for a bi-coastal pass.
The company has no problem paying billions of dollars into "Next Gen" initiatives since they will reap a gold mine of customer marketing data, which is quantifiable in the MBA's hearts and minds. Of course spending just .1% of that money into Employee training and re tension is obviously not a priority or a concern. As long as the park can fill the popcorn cart with a warm body, they don't care. Frankly, once the Next Gen initiative takes over, I would not be surprised to some day not so far off, see all the ODV carts go automated.