‘Employees First’: The Relationship between Employee Experience Management Systems and Customer Experience Management
One of our papers at #AMCIS 2021; Best Paper nominee, Top 25% AMCIS Paper; thanks to Arsham Sanavi, Jennifer Ly, and Marina Wright.
The study identified three key attributes of Employee Experience Management systems that can support Customer Experience Management and drive Customer Equity: (a) identifying employees’ experiential needs for job-crafting, (b) engaging employees in the innovation process, and (c) including employees in customer experience design.
https://aisel.aisnet.org/amcis2021/strategic_is/strategic_is/18/