I just found hospitality marketing, service, and brand design expert Michael Chaffin's site, and we are definitely on the same wavelength. Then I read the proposal for his manifesto on customer service at Change This and, well, I want to read more.
How Change This works is that anyone (maybe you?) can submit a proposal to write a manifesto on something you think needs changing, and the proposals that get the most votes get published. So, go check out Michael's proposal, and if you like what you see, give him your "yes" vote. And check out the other proposals while you're there. There are always some thought-provoking ideas floating around that site.