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Beyond the labor shortage: poor work ethic and declining customer satisfaction.
Despite the increasing rhetoric about valuing customers, customer satisfaction is actually declining in the U.S. Experts say that on average, U.S. companies manage to lose half their customers every five years. This could be attributed to higher customer expectations or increased choices for customers. Some suggest it could be due to the tight labor market, which has made it harder to find and retain the quality employees who can keep customers coming back (Hawk, 1999).
For all practical purposes, we are living in an era of full employment. The economy is in the longest peacetime expansion ever, having created two million jobs in 1998 (Providence Journal, July 5, ...
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