Employee Experience Models - a Comparative Analysis : Notes on the Methodology of Global Research on Employees' Experiences and Their Perceptions of the Meaning of Work

• Autorzy: Anna Lipka

Warianty tytułu

Modele doświadczeń i przeżyć pracowników - analiza porównawcza : uwagi dotyczące metodologii badań globalnych dotyczących doznań pracowników i ich percepcja sensu pracy

• Języki publikacji: EN

Abstrakty

EN

Purpose: The article constitutes a conceptual paper. It aims to identify areas of inconsistency between the content of Employee Experience (EX) models and the Customer Experience (CX) approach. For this purpose, the content of EX models is confronted with the results of the global research defining the values of the Employee Experience Index worldwide, and on this basis, the directions for improving the methodology used in the above-mentioned research are specified.
Approach: Based on the content analysis, 78 sub-determinants of experiences and sensations found in the five models of EX described in the literature were assigned to one of the five modules distinguished in the CX framework, and then the equivalence of treatment of all modules was addressed. Furthermore, the presence of the five axial dimensions of work according to the job characteristics model was identified in the five EX models, and the results were compared with those of the global study.
Results: Underrepresentation in all five EX models of the sensory module was shown, as was the absence of axial dimensions of work such as skill variety, task identity or task significance.
Implications: The conducted comparative analysis includes practical implications, as enriching EX models and the relevant research with sensory sub-determinants and all axial dimensions of work will not only give a more reliable picture of positive employee experience than before but will also indicate the opportunities to influence them.
Value/Originality: EX models have not yet been compared from the perspective of the modular approach used in CX or from the perspective of the job characteristic model. The combination of the above-mentioned study type of qualitative and quantitative analysis is original. Their application helped to identify the existing gap in the form of sub-determinants not included in EX models. (original abstract)

Cel: Artykuł ma charakter teoretyczny. Jego celem jest identyfikacja niekoherencji pomiędzy treścią doświadczeń i przeżyć pracowników (EX) a podejściem w badaniu doświadczeń i przeżyć konsumentów (CX). Treść modeli EX skonfrontowano z wynikami badań globalnych z zastosowaniem wskaźnika EX na świecie. Następnie sformułowano uwagi dotyczące doskonalenia metodologii powyższych badań.
Podejście metodyczne: Opierając się na analizie treści 78 subdeterminant doświadczeń i przeżyć w pięciu modelach EX opisywanych w literaturze przedmiotu, dokonano ich przyporządkowania do pięciu modułów opisywanych w CX, zakładając ekwiwalentność adresatów tych modułów. Później zweryfikowano występowanie pięciu wymiarów osiowych pracy według modelu właściwości pracy w pięciu modelach EX, a rezultaty tej weryfikacji porównano z wynikami badań globalnych.
Wyniki: Pokazano niedoreprezentowanie modułu sensorycznego we wszystkich pięciu modelach EX, a także nieobecność takich osiowych wymiarów pracy, jak różnorodność umiejętności, tożsamość zadania pracy i poczucie ważności jego wykonywania.
Implikacje: Przeprowadzona analiza porównawcza zawiera implikacje praktyczne, ponieważ wzbogaca modele EX i bazujące na nich badania o sensoryczne subdeterminanty i wszystkie wymiary osiowe pracy, dając nie tylko bardziej realistyczny od poprzedniego obraz pozytywnych doświadczeń i przeżyć pracowników, ale też pokazując możliwości wpływania na nie.
Wartość/Oryginalność: Modeli EX nie porównywano jak dotąd z perspektywy podejścia modułowego stosowanego w CX oraz z perspektywy modelu właściwości pracy. Kombinacja zastosowanego w analizie użycia metod jakościowych i ilościowych cechuje się ryginalnością. Jego aplikacja powinna pomóc w zidentyfikowaniu luki w rodzajach subdeterminant uwzględnionych w modelach EX. (abstrakt oryginalny)

Słowa kluczowe

EN

Employees in enterprise; Customer Experience Management (CEM); Comparative analysis

PL

Pracownicy w przedsiębiorstwie; Zarządzanie doświadczeniem klienta; Analiza porównawcza

• Czasopismo: Acta Universitatis Lodziensis. Folia Oeconomica
• Rocznik: 2023
• Numer: vol. 3, t. 364
• Strony: 52--77

Twórcy

autor

Anna Lipka

• University of Economics in Katowice

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Identyfikatory

DOI

https://doi.org/10.18778/0208-6018.364.04