... importance,60–62quality of managers and supervi-sors and, 78 reasons people leave, 77 , 79 reasons people stay, 75 77 recognizing high-value employ-ees/employee segments, 91service-profit chain and, 64–65stay ... evalu-ating candidates, 21, 22tdefection detection, 83, 84demographics, work forcefemale employees, 73 74 over-50 workers, 71 73 retention and, 66, 67fyounger workers, 70 71 development, ... 84demographics and, 66, 67fdiversity challenges, 69 74 economic and cultural trends, 67 69employee contentment statistics,59–60employee segments and, 90, 91,92exit interviews, 141Index 1 67 HBE001_Index_.qxd...