Attitudes and behaviors are a central success factor for every company. The two renowned authors present a well-founded guide to enhancing employees' customer orientation. A concise systematics, high clarity, and strong practical orientation characterize this book, which reflects the latest scientific findings. The new edition has been enriched with new concepts and tools from the last ten years. The approach and systematics of the book remain the same; on one hand, the chapter structure is now even more user-friendly, and on the other hand, - as always scientifically grounded - new motivation concepts and new insights into employee stress management in customer interactions have been incorporated to enhance customer orientation.