Episode 052: Leadership with Heart: Insights from Disney with Dr. Katie Gottsch

With over 15 years at Disney, Dr. Katie Gottsch shares howher practitioner background shaped her DBA journey at Rollins College and how she transformed real-world organizational challenges into meaningful research.Her dissertation explored how customer feedback influences employees’ ability to deliver on the brand promise, using social media data as a longitudinal research source long before it became mainstream.Listeners will hear how Katie:Turned frontline operational challenges into a rigorous, practice-driven dissertationUsed customer feedback as a development and motivation tool, not a punitive oneIdentified critical gaps between marketing promises and employee experienceDesigned employee engagement strategies that measurably improved guest interactionsApplied DBA learning directly to leadership, systems thinking, and decision-makingWhy This Episode MattersThis episode offers a powerful example of how DBA researchcan emerge directly from lived professional experience and how scholarly rigor can strengthen, rather than separate from, operational practice. For DBA students, practitioner-scholars, and leaders alike, Katie’s story illustrates what it looks like to use research as a tool for meaningful organizational change.Connect with UsLinkedIn: DBA ChroniclesWebsite: www.dbachronicles.orgSubscribe & ReviewIf this episode resonated with you, please leave a review. Your support helps us continue sharing stories, insights, and inspiration from across the DBA community.