Managing Human Resources, Eight Edition

 You Manage It! 3: Customer-Driven HR From Turnover to Retention: Managing to Keep Your Workers

Turnover is costly for organizations. In addition to the direct costs of recruiting, hiring, and training new talent, turnover can have negative effects that can be difficult to quantify. The loss of front-line employees, for example, can have a negative effect on customer service and can reduce the morale of remaining employees. In addition, employee turnover can result in a loss of expertise and knowledge that is critical to the operation.

One way to reduce turnover is to approach the issue from the perspective of what can be done to get employees ...