Along with the notion of
experience economy, employee experience is defined as a set of psychocognitive sentiments about the experiential benefits of employment. Employee experience is formed when an
employee
Employment is a relationship between two parties regulating the provision of paid labour services. Usually based on a contract, one party, the employer, which might be a corporation, a not-for-profit organization, a co-operative, or any o ...
interacts with careers’ elements (e.g. firms, supervisors, coworkers, customer, environment, etc.) that affect his or her cognition and attitudes and leads to particular behaviors related to the employee's job and company.
Employee experience management (EEM) was conceptualized by
Kaveh Abhari as an approach to deliver positive experiences to employees that leads to positive
customer experience
Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the ...
by emphasizing their experiential needs as does
experiential marketing
Engagement marketing, sometimes called "experiential marketing", "event marketing", "on-ground marketing", "live marketing", "participation marketing", "Loyalty Marketing", or "special events", is a marketing strategy that directly engages consume ...
for external customers. EEM, in a similar manner as with
internal marketing, is an internal approach focusing on employees (
internal customers) prior to external customers.
EEM is based on the goal of creating a desirable
customer experience
Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the ...
whenever employees interact with customers or provide information and services to them.
[Schmitt, B. H. (2003). Customer Experience Management. New Jersey: John Wiley & Sons Inc.] Utilizing employees in delivering brand-value promise is another concern. EEM goes beyond standard
human-resource management by rewarding employee experience in the forms of both professional and personal development.
[
A global human-capital trends survey based on more than 7,000 responses in over 130 countries framed the shifting paradigm as: "After three years of struggling to drive employee engagement… Executives see a need to redesign the organization."]
See also
* Employee engagement
Employee engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is ...
* Employee experience design
* Employee retention Employee retention is the ability of an organization to retain its employees and make sure the sustainability of employees. Employee retention can be represented by a simple statistic (for example, a retention rate of 80% usually indicates that an o ...
References
External links
Service Experience through Understanding Employee Experience
{{DEFAULTSORT:Employee Experience Management
Human resource management
Strategic management