Nifty article, in short, talks about how if management invested more in their employees, they might have more customer loyalty.
http://articles.moneycentral.msn.com/Investing/Extra/'NotMyDepartment'CostsStoresDearly.aspx?GT1=10826
http://articles.moneycentral.msn.com/Investing/Extra/'NotMyDepartment'CostsStoresDearly.aspx?GT1=10826