As the article points out... Or else they'll be more likely to be lured away and, while they're with you, give bad customer service, etc. I certainly know that's true.
I worked in a retail chain a few years ago. At the first store I worked at, the manager went out of his way to take care of us hourly folks. We felt appreciated and were willing to put in extra effort when it was needed. After I moved and went to a different store, I discovered that this wasn't corporate policy. In fact, they seemed to go out of their way to treat employees (even managers and asst. managers) like replaceable cogs. It really lowered my own drive to perform well and eventually was a major contributing factor in my leaving (when I did and under what terms, anyway).
