NOTES
Chapter 1
1. HR Solutions’ National Normative Database, https://actionpro.hrsolutionsinc.com (normative items; accessed May 25, 2011).
2. Ibid.
3. Jan Brockway, “Driving Employee Engagement through Performance Management,” Workscape webcast, September 16, 2009, https://workscapeevents.webex.com/ec0605lb/eventcenter/recording/recordAction.do?siteurl=workscape events&theAction=poprecord&ecFlag=true&recordID=1577627.
4. Philip Kotler et al., Principles of Marketing, 2nd ed. (London: Prentice Hall Europe, 1999), 483.
5. Fredrik Abildtrup. “23 Facts about Customer Loyalty and Customer Satisfaction.” Return on Behavior Magazine, http://www.returnonbehaviormagazine.com/articles-of-interest/23-facts-about-customer-loyalty-and-customer-satisfaction-2.html ...
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