Will They Stay or Will They Go? Exploring a Customer-Oriented Approach To Employee Retention

Keeping or losing the best workers can be critical to whether an organization can maintain a competitive advantage and whether operations in the organization run smoothly and efficiently. Simply stated, if the best workers are not retained, an organization can be negatively affected from the operati...

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Bibliographic Details
Published in:Journal of business and psychology 2011-06, Vol.26 (2), p.213-217
Main Authors: Cardy, Robert L., Lengnick-Hall, Mark L.
Format: Article
Language:English
Subjects:
Behavioral Science and Psychology
Brands
Business and Management
Community and Environmental Psychology
Competitive advantage
Customers
Employee retention
Employee turnover
Employees
Employers
Employment
Equity
Human resource management
Human resources
Industrial and Organizational Psychology
Internal customers
Investment value
Marketing
Organization theory
Perceptions
Personality and Social Psychology
Platinum
Psychology
Social exchange theory
Social Sciences
Studies
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Summary:Keeping or losing the best workers can be critical to whether an organization can maintain a competitive advantage and whether operations in the organization run smoothly and efficiently. Simply stated, if the best workers are not retained, an organization can be negatively affected from the operational to the strategic level. This article focuses on employee retention from the perspective of a customer-based model. This approach considers employees as internal customers of management and the model provides organizations ways to influence whether employees decide to stay or go. Additionally, the model distinguishes retention practices based upon the value of employees to the organization. Measurement and application issues are identified along with directions for future research.
ISSN:0889-3268
1573-353X
DOI:10.1007/s10869-011-9223-8