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eBay, 170, 171
Economic value added (EVA), 190
Economics, 242–247
Edvinsson, Leif, 187
Elasticity, 253
EMI Group, 175, 176
Employee attributes, 90
Employee-customer profit chain, 152
Employee satisfaction, 153
Employee surveys, 37, 38
Employee turnover, 108–109, 145–146, 194–195
Empowering employees, 156
Encyclopedia Britannica, 129
Enron, 197
Entry of new competitors, 27
Equifinality, 24
Ernst & Young survey (1999), 194
Exit interviews, 37
External facts, 52–54
External influences, 91
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