Fascinating! I once got obsessed with how Disney runs its parks so I read several books by Disney people about it. One guy who retired after something like 14 years at Marriott and 26 at Disney, running Disney's parks for the last 10 of his career, said he was struggling with part of his book when his 12-year-old granddaughter asked what he was doing. He said he was trying to explain what good customer service is. She answered simply, "it's being nice."
He marveled at how quickly she came up with the simplest, most obvious description the service industry has. He wrote in his book that the most important thing he learned in his career is after all the process you can put in place and all the training, it doesn't really stick unless you hire nice people. They have to naturally love being of service to others. You can try to train them in method acting, but it falls apart when it matters most: when they get a horrible customer. Or one day when they have a fight with their spouse and they lose their ability to act.