The Company with the Mouse has an own institute for Service and Leadership, the Disney Institute. It’s very funny and nice for me to see some concepts related to my workplace and the terms I use in daily life.
Their blogposts about leadership are well worth reading and their ideas match mines. I liked the blogpost with the checklist to find leaders in the organisation, the fact that everyone is a leader according to Disneys believe and the reason why the parks are so clean. Also the posts about Quality and Service have my big interest ofcourse There is so much to read (I just started), but I want to share the H.E.A.R.D. formula for service recovery with you.
(BTW Another nice article at another site about service at Disney)