"Warner Business Books." Includes bibliographical references.
Contents:
ch. 11. Managing the emotional economy. ch. 2. Discover the talents of each employee -- ch. 3. The route that never goes astray -- ch. 4. Steering toward engagement -- ch. 5. Directions for enhancing and managing employee engagement -- ch. 6. Emotional economics, part 1 -- ch. 7. The open highway -- ch. 8. The four emotional states that drive customer engagement -- ch. 9. Directions for enhancing and managing customer engagement -- ch. 10. Emotional economics -- ch. 11. Managing the emotional economy.
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