It should come to no one’s surprise that the United States has become a predominantly service economy. In fact, the Bureau of Labor Statistics indicates that almost 80 percent of all employment in the United States is in providing services and that percentage will grow during the next decade. Success in this industry is a function of many factors. Unquestionably, however in one primary factor, the individuals providing the service. Given this service trend and the importance of people, an appropriate question for service organizations is: What are you doing toattract and keep the best service workers? When the management of Marriott Hotels posed that question to themselves, they responded, “much, much more!