GX Innovation Work

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Definition #

[Innovation Work] applied to a Guest moment. The operator runs the full recovery sequence and completes the emotional lock — the unprompted step past the intellectual answer that signals being seen, produces delight, and locks the Guest in durably. Four-move mechanism: (1) Refuse the script. (2) Run the real question — “What can I do to make this right?” (3) Intellectual lock — meet the answer they give. (4) Emotional lock — operator-initiated unprompted step past the intellectual answer. The fork between [GX Repair Work] and [GX Innovation Work] is at move 4, not move 1.