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Gift-giving is an economically significant area of consumer behavior. For we are constantly buy gifts: for Christmas and Mother’s Day, for birth and baptism, for the start of school and exams, for engagements and weddings, for birthdays or as souvenirs. Moreover, gift-giving is a very important psychological phenomenon, based on voluntariness, but also representing a duty and requiring compliance with rules. Thus, gift giving is by no means always associated with joy, but also with stress in the search for a perfect gift and disappointment when gifts fail. The book presents central results of psychological research on gift-giving. These provide answers to the following questions, among others: What ‘secret’ rules of giving and receiving do we follow? What messages do we send with our gifts? How do certain characteristics - such as the amount of the price or empathy - influence satisfaction with a gift? What mistakes should we avoid when giving gifts in romantic relationships? When is a monetary gift appropriate and when is it not? The Author Prof. Dr. Dr. h.c. em. Bernd Stauss held the Chair of Service Management at the Catholic University of Eichstätt-Ingolstadt. .

Psychology. --- Counseling. --- Social psychology. --- Behavioral Sciences and Psychology. --- Counseling Psychology. --- Social Psychology. --- Mass psychology --- Psychology, Social --- Human ecology --- Psychology --- Social groups --- Sociology --- Counselling --- Helping behavior --- Psychology, Applied --- Clinical sociology --- Interviewing --- Personal coaching --- Social case work --- Behavioral sciences --- Mental philosophy --- Mind --- Science, Mental --- Human biology --- Philosophy --- Soul --- Mental health --- Gifts. --- Donations --- Presents --- Generosity --- Manners and customs --- Free material --- Psicologia positiva --- Regals

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This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting. .

Consumer complaints. --- Customer relations-Management. --- Call centers. --- Leadership. --- Customer Relationship Management. --- Call Center/Customer Service. --- Business Strategy/Leadership. --- Ability --- Command of troops --- Followership --- Telephone stations --- Customer relations—Management.

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• Reference Manager
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• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)