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1. Patricia K. Zingheim and Jay R. Schuster, Pay People Right! Breakthrough

Reward Strategies to Create Great Companies (San Francisco: Jossey-

Bass, 2000).

2. Ibid.

3. Ruth Baum Bigus, ‘‘Ownership Option Helps Curb Employee Turnover,’’

Kansas City Star, September 18, 2001.

4. Hara Marks, ‘‘The Future of Total Rewards,’’ HR e-source, May 14,

2001.

5. Steven Kerr, ‘‘Risky Business: The New Pay Game,’’ Fortune, July 22,

1996.

6. Zingheim and Schuster, op. cit.

7. Compensation study, Mercer Consulting, 2002.

8. Jeremy Handel, ‘‘Can Communication Boost Employees’ Pay Satisfaction?,’’

HR Focus, July 2002.

9. Todd M. Manas and Michael Dennis Graham, Creating a Total Rewards

Strategy: A Toolkit for Designing Business-Based Plans (New York: AMACOM,

2002).

10. Bob Nelson, ‘‘The Top 10 Ironies of Employee Motivation Programs,’’

Employee Benefit News,‘‘ June 19, 2001.

11. Ibid.

12. Bob Nelson, ‘‘Why Formal Recognition Programs Don’t Work,’’ Update

on Employee Recognition, April 2004.

13. ‘‘Yum Stresses Trust, Recognition,’’ Work and Family Newsbrief, December

2003.

14. Diane Stafford, ‘‘A Reward Truly Worth Copying,’’ Kansas City Star,

March 25, 2004.

15. Nelson, ‘‘Why Formal Recognition Programs Don’t Work.’’

16. John Sullivan, ‘‘Walk Them Downstream: Showing Your Employees

They Make a Difference,’’ Electronic Recruiting Exchange, April 1, 2002.

17. Ruth Baum Bigus, ‘‘Orientation Program Stems New-Hire Attrition,’’

Kansas City Star, July 22, 2003.

18. Catherine D. Fyock, ‘‘Retention Tactics That Work,’’ citing Labor

Day survey by Watson-Wyatt, White Paper, Society for Human Resource

Management, March 1998.

19. D. Michael Abrashoff, ‘‘Retention through Redemption,’’ Harvard

Business Review, February 2001.

20. Ibid.

21. Deborah S. Roberts, ‘‘Two Companies Battle High Turnover—and

Win!’’ Employee Recruitment and Retention, undated sample issue, 2000.

22. Frederick F. Reichheld, Loyalty Rules: How Today’s Leaders Build Lasting

Relationships (Boston: Harvard Business School Press, 2001).

23. Barbara Morris, ‘‘The Cost of a Bad Start,’’ Marketing Magazine, October

27, 2003.

24. Hal F. Rosenbluth and Diane McFerrin Peters, The Customer Comes

Second: And Other Secrets of Exceptional Service (New York: William

Morrow, 1992).

25. Lynne C. Lancaster and David Stillman, When Generations Collide

(New York: Harper Business, 2002).