From Competence To Experience: Employee-Centricity in The Customer-Centric World
Loading...
Date
2019-04-10
Authors
ORCID
Advisor
Referee
Mark
Journal Title
Journal ISSN
Volume Title
Publisher
IBIMA Publishing
Abstract
Customer experience management as the current peak in the area of modern customer-centric marketing is challenging companies to effectively manage factors influencing customer experience creation with the promise of achieving differentiation and competitive advantage. On the contrary, human resource management is currently embracing employee-centricity with increased focus on employee's competencies, their development and activitites such as knowledge and talent management. The aim of this research is to find touch points between the marketing approach of customer experience management and human resource theme of employee competencies, then to identify key aspects of competence for customer experience oriented fron-line employees and avenues for further research.
Description
Citation
33rd IBIMA International Conference 2019. 2019, p. 8282-8296.
https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/
https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/
Document type
Peer-reviewed
Document version
Published version
Date of access to the full text
Language of document
en
Study field
Comittee
Date of acceptance
Defence
Result of defence
Document licence
Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/
http://creativecommons.org/licenses/by-nc-nd/4.0/