It's the emotion, stupid.(Marketing Solutions)

ABA Bank Marketing,  July, 2005  by Hall, Robert

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Emotion seems to be having a bad decade. Emotional customers, emotional employees or emotional debate: When the subject comes up in business settings lately, "emotional" is rarely a compliment.

Recent management practice has tended to minimize the human element. Analytical tools have proliferated to remove human decisions and errors, often eradicating personal judgment, empathetic decisions or emotional responses. Processes have been installed to dumb down complex work in the quest for reliable, scaleable and cheap. In the interest of factual, consistent analytical ...

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