I got an email from Larry Emonds, Publisher at Gallup Press.
Here is an exrept:
If you want to buy it from Amazon. It is available there: Human Sigma: Managing the Employee-Customer Encounter
I am very excited to let you know about our new management book, Human Sigma: Managing the Employee-Customer Encounter. The book offers an innovative, research-based approach to one of the toughest challenges facing business today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.