When a conversation topic is highly complex and fraught with risk, face-to-face communication and its design play a special role even in the age of media dominance. Andrea Geile analyzes the expectations of buyers regarding communication in different contexts, as well as the influencing factors of sellers' communication behavior, and formulates recommendations for optimizing face-to-face communication between buyers and sellers. Finally, the author presents a concept for managing satisfaction-oriented face-to-face communication. For the second edition, certain sections of the book have been revised and updated.