組織認同 - MBA智库百科: "組織認同是指組織成員在行為與觀念諸多方面與其所加入的組織具有一致性，覺得自己在組織中既有理性的契約和責任感，也有非理性的歸屬和依賴感，以及在這種心理基礎上表現出的對組織活動盡心儘力的行為結果。"
2014年8月26日 星期二
2014年8月21日 星期四
Joshie The Giraffe - A Remarkable Story About Customer Delight! |
Joshie The Giraffe - A Remarkable Story About Customer Delight! |: "Ritz-Carlton Hotels are renowned for their brilliant customer service, and I often refer to them in my presentations on customer delight and the fact that all their staff have the authority to spend up to $2,000 to resolve a customer’s problem without having to refer to a manager! Well, here’s a wonderful story of this in action, and it involves Joshie The Giraffe!"
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