Bridging employee engagement and customer engagement in a service context

Qi, Ji; Wang, Sijun; Hall, Kristina K. Lindsey

doi:10.1016/j.jbusres.2023.113803

Cited by 13 publications

(5 citation statements)

References 68 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Participant 4 pointed out how governance within an organization might create tension, asking, “What size team do you have or how are you incented? How is the division of responsibility spread across the organization and integrated within job functions?” This internal governance-related conflict is of interest because employee engagement has a known impact on customer engagement (Qi et al ., 2023).…”

Section: Resultsmentioning

confidence: 99%

See 1 more Smart Citation

Exploring customer engagement tensions when pursuing responsible business practices

Gallan,

Hildebrand,

Komarova

et al. 2024

JOSM

View full text Add to dashboard Cite

PurposeDesigning and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face.Design/methodology/approachThis research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals.FindingsThis paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies.Originality/valueTo the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy.Research limitations/implicationsThe findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers.Practical implicationsThis research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.Social implicationsA social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.

show abstract

Section: Resultsmentioning

confidence: 99%

“…How is the division of responsibility spread across the organization and integrated within job functions?" This internal governance-related conflict is of interest because employee engagement has a known impact on customer engagement (Qi et al, 2023).…”

Section: Scale Of Change Tensionmentioning

confidence: 99%

Exploring customer engagement tensions when pursuing responsible business practices

Gallan,

Hildebrand,

Komarova

et al. 2024

JOSM

View full text Add to dashboard Cite

show abstract

“…Then Customer Experiences include an interrelated set of constructs (Quality, Satisfaction, Loyalty) found in preceding service climate research. When customers perceive greater levels of value and rapport with engaged employees, their gratitude is enhanced, which is then followed by a more positive customer experience (Qi et al, 2023). As to the four moderators of the service climate -customer experiences link, more of each moderator results in service climate being more strongly related to the customer experiences.…”

Section: High-involvement Work Organizations and Empowerment Of Servi...mentioning

confidence: 99%

Section: Ten Service Organizational Behavior/human Resource Managemen...mentioning

confidence: 99%

An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes

Bowen

2024

JOSM

View full text Add to dashboard Cite

PurposeThis article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.Design/methodology/approachTen OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.FindingsEmployee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).Originality/valueService remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.

show abstract

“…The primary focus is on ensuring the satisfaction of attendees and their active participation in the event. The approach acknowledges various ways in which participants may interact and establish connections with the event's content and offerings [12].…”

Section: Event Engagement Theorymentioning

confidence: 99%

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Abdul Razak,

Hee,

Ahmad

et al. 2024

Emerg Sci J

View full text Add to dashboard Cite

In the current exhibition industry, it is crucial for organizers and exhibitors to comprehend and enhance visitor experiences. The objective of this study is to improve the exhibition setting by utilizing Near Field Communication (NFC) technology to capture, monitor, and analyze visitor behavior, engagement, and satisfaction. The main approach entails combining NFC technology with the Visitor Experience Map to fully understand the complexities of the visitor experience. NFC-enabled smartphones facilitate seamless interaction with the system, as users simply need to bring their smartphones close to NFC tags. This enables data collection and triggers the activation of a visitor scoring form for ratings and feedback. The study's findings indicate a mean system usability score of 81.4, which demonstrates successful implementation and great usability. This confirms the effective and easy-to-use nature of the strategy, guaranteeing that visitors can effortlessly provide their ratings and feedback. The originality and enhancement reside in the successful integration of NFC technology with the Visitor Experience Map, providing a strong and user-focused approach for organizers and exhibitors to enhance the exhibition experience. This study creates a favorable situation for both visitors and stakeholders, demonstrating the potential of technological advancements to greatly influence the exhibition industry. Doi: 10.28991/ESJ-2024-08-01-015 Full Text: PDF

show abstract

Bridging employee engagement and customer engagement in a service context

Cited by 13 publications

References 68 publications

Exploring customer engagement tensions when pursuing responsible business practices

Exploring customer engagement tensions when pursuing responsible business practices

An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Contact Info

Product

Resources

About