Front Cover -- Copyright Page -- Contents -- Acknowledgements -- Introduction -- Chapter 1 A Compelling Argument: It's All about People -- Chapter 2 The Value-Profit Chain Redefined -- Chapter 3 Your Customer: A Critical Link in the Value-Profit Model -- Chapter 4 Employee Loyalty and Satisfaction, and the Employer Brand -- Chapter 5 The 5-STAR Model Employer Brand -- Chapter 6 The 5-STAR Management Model -- Chapter 7 Testing the 5-STAR Model -- Chapter 8 Embedding the 5-STAR Model -- Chapter 9 Building Dynamic 5-STAR Capability -- Chapter 10 A Strategic Summons for Human Resources -- Appendix A Customer Satisfaction Survey, SYSCO -- Appendix B Cover Letter for the Work Climate Survey, SYSCO -- Appendix C Work Climate Improvement Survey, SYSCO -- Appendix D Lesson Outline from Strengthening the Frontline Supervisor Program, SYSCO -- Appendix E Some High-Impact Practices and Programs, SYSCO -- Resources -- References -- Index -- About the Authors -- Back Cover.