There are a couple great bits in that article, but this is one I've seen as a trend: "Under an employment model, by contrast, the company has a much more relia

There are a couple great bits in that article, but this is one I've seen as a trend: "Under an employment model, by contrast, the company has a much more reliable and knowledgeable workforce, one that can be held to a specific standard of quality and a more consistent schedule." Home Depot learned a similar lesson in the 2000's - http://archive.fortune.com/2008/09/18/magazines/fortune/fortune500/reingold_homedepot500.fortune/index.htm http://archive.fortune.com/2008/09/18/magazines/fortune/fort... Employee morale is critical in service-oriented jobs.