Index_L

L

Labor contracting, 245

Labor economics, 242

Labor market inefficiency, 216

Labor productivity, 247

Lawler, E., 247

Layard, R., 243, 245

Layoffs, 179–181, 214

Lazear, Edward, 20, 85, 242

Length of service, 67

Lev, Baruch, 188

Lev approach, 188–189

Lewin, D., 247

Linking to customers, 149–161

business impact modeling, 160

case study (Continental Airlines), 157–158

employer-customer relationship, 151–156

human capital and customer experience, 156–157

knowing the customer, 150–151

measuring drivers of customer experience, 159–160

moments of truth, 158–159

Logit model, 252

Low-risk investments, 219

Lowe’s, 3

Loyalty Effect, The (Reichheld), 151

Lubin, J. S., 138