High performers : recruiting and retaining top employees

After conducting interviews with some 200 employees from all kinds of organizations large and small, profit and nonprofit and all levels top of the organization to the bottom Dubinsky (sales management, Purdue U.) and Skinner (business and economics, U. of Kentucky) identified 13 factors that cause

Author Notes

Alan J. Dubinsky has authored and co-authored over 150 articles on sales and marketing issues. He has written three books in the area of sales management and selling. Currently, Dr. Dubinsky is a Professor of Selling and Sales Management at Purdue University
Steven J. Skinner is the Rosenthal Professor of Marketing in the Gatton College of Business and Economics at the University of Kentucky. He has authored or co-authored seven books and numerous articles in the area of marketing, selling, and sales management. Dr. Skinner has consulted with a variety of companies and speaks on topics including employee performance and discretionary effort

Disclaimer	p. vi
Preface	p. vii
1 Beyond the Call of Duty: I Don't Know What It Is, But I Know It When I See It!	p. 1
2 Internal Motivation: Gee, I Actually Get Paid to Do This?	p. 7
3 Initiative: Sometimes Ya Just Do It!	p. 13
4 Upbringing: A Chip off the Old Block	p. 19
5 Self-Satisfaction: It's Spelled P-R-I-D-E	p. 25
6 Empathy: Walk a Mile in My Shoes	p. 29
7 Concern: When You Care Enough to Do the Very Best	p. 35
8 Reciprocity: I'll Scratch Your Back if You Scratch Mine	p. 41
9 Customer Acquisition and Retention: Ka-Ching, Ka-Ching, Ka-Ching	p. 47
10 Customer Satisfaction: Rubber Ball, Come Bouncing Back to Me	p. 51
11 Role Modeling and Organizational Culture: A Picture Paints a Thousand Words	p. 57
12 Recognition: Looking Goooooood!	p. 63
13 Promotion: Opening Doors to Nirvana	p. 69
14 Compensation: Brother, Can You Spare a Dime?	p. 75
15 Carpe Diem: Go for It!	p. 79
Index	p. 88

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Summary

Summary

Author Notes

Table of Contents