Emotional Value

INDEX

Abusive customer behavior, 93–94

Action tendency, 25

Addiction to quality products and services, 16

Advanced Micro Devices (AMD), 138–139

Advertising, emotions in, 253–254

Affirmation, 89

Airborne Express, 139, 141

Airline employees, 112, 133–134

flight attendants, 75, 78–79, 87, 240

gate agents, 78

Airline industry, 8, 50, 97–98, 144–145, 158, 202–203, 211, 216–217

Alexithymia, 44–45

Alienation of workers, 66

Ambler, Tim, 254

Anecdotes, collecting and sharing, 93

Anger in customers, 119, 238. See also Customers, angry/irritated

Angry workers, 66–67, 78

Answer Centers, 186–187, 191

Apologies, 144–146, 180–181, 263

“Apology culture,” 146

Apple Computer, 18

Argyle, Michael, 15

Arrogance, 149

Assertiveness, 94

Attention. See also Empathy; ...