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随着服务竞争时代的不断深化,管理思潮的不断创新,“情绪资本”会越来越受到企业的重视。案例一,在“感动”中超越“顾客满意”2002年4月,安徽省长丰县三十头乡,一位解放车的用户,因重大交通事故车毁人亡,肇事者逃逸。面对丈夫突然离去,老母体弱多病,幼子将要辍学,购车和上访欠下的10多万元债务,用户的妻子痛不欲生、走投无路,“真想一死了之”。当地一汽解放代理商、服务商亚夏实业
With the deepening of service competition era and constant innovation of management thoughts, “Emotional capital” will be paid more and more attention by enterprises. Case 1, Beyond “Customer Satisfaction” in “Moved” In April 2002, a user of Jiefang was arrested and killed in a car crash in the 30th Township, Changfeng County, Anhui Province, causing the perpetrators to escape. In the face of her husband's sudden departure, her mother was weak and ill, her son was going to drop out of school, and the car and petition owed more than 100,000 yuan of debts. The user's wife was desperate for life and desperation. FAW local liberation agents, service providers Yaxia Industrial