Short answer
Prioritize the design and implementation of systems that enhance employee experience, as this is a powerful lever for improving customer experience and building lasting customer value.
- Field
- Innovation & Markets
- Source
- Journal of the Association for Information Systems (2021)
- Method
- Quantitative validation of a proposed model.
- Evidence
- Strong effect
Implementing robust Employee Experience Management (EEM) systems directly improves Customer Experience Management (CEM) and, consequently, boosts Customer Equity. This innovation & markets research insight is drawn from a 2021 study published in Journal of the Association for Information Systems. Using Quantitative validation of a proposed model., researchers explored how this design variable affects real-world outcomes. The key design takeaway: Prioritize the design and implementation of systems that enhance employee experience, as this is a powerful lever for improving customer experience and building lasting customer value.
Employee Experience Systems Drive Customer Equity Through Enhanced Customer Experience Management
Implementing robust Employee Experience Management (EEM) systems directly improves Customer Experience Management (CEM) and, consequently, boosts Customer Equity.
Journal of the Association for Information Systems · 2021
Key Findings
- 01Employee Experience Management (EEM) systems have a direct positive effect on Customer Experience Management (CEM).
- 02EEM systems indirectly enhance Customer Equity through their impact on CEM.
- 03Key EEM system affordances supporting CEM include enabling job-crafting, fostering employee innovation, and involving employees in customer experience design.
Application
Design takeaway
Prioritize the design and implementation of systems that enhance employee experience, as this is a powerful lever for improving customer experience and building lasting customer value.
How to apply
Develop or refine internal platforms that allow employees to customize their work, contribute ideas, and participate in customer journey mapping and improvement initiatives.
Project actions
- 01Consider how your design project can improve the experience of the people who will use or interact with the product/service.
- 02Think about how employee involvement can lead to better product outcomes.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Establishes a clear, data-driven link between employee experience and customer outcomes.
- +Identifies specific mechanisms (affordances) through which EEM impacts CEM.
Limitations
The specific features of EEM systems and their direct impact might be hard to isolate without detailed system analysis.
Reliability & validity
The study's model was validated, suggesting a degree of reliability. However, external validity might be limited by the specific context.
Think critically
To what extent can the positive impact of EEM on CEM be attributed to the specific 'affordances' mentioned (job-crafting, innovation, customer experience design involvement), versus general employee satisfaction?
Design Principles
"Internal employee experience is a foundational element for external customer experience success."
This research highlights a critical, often overlooked, link between internal employee focus and external customer success. By investing in employee experience, organizations can create a more engaged workforce that is better equipped to deliver exceptional customer service, leading to stronger customer relationships and long-term value.
What This Means for Your Design
Making employees happy and engaged at work helps them give customers a better experience, which makes customers more loyal.
How to use in your project
- 1.Reference this study when discussing the importance of user-centered design for both employees and customers.
- 2.Use it to justify design choices that empower users or involve them in the design process.
Add to My Project
Quick Cite
Paragraph starter
Research by Abhari et al. (2021) demonstrates a significant positive correlation between Employee Experience Management (EEM) systems and Customer Experience Management (CEM), ultimately impacting Customer Equity. This suggests that design projects aimed at improving internal employee workflows and engagement can be powerful drivers of external customer satisfaction and loyalty.
Source
Journal of the Association for Information Systems
‘Employees First’: The Relationship between Employee Experience Management Systems and Customer Experience Management
journal · 2021
View sourceQuestions About This Research
- What does the research say about employee experience systems drive customer equity through enhanced customer experience management?
- Prioritize the design and implementation of systems that enhance employee experience, as this is a powerful lever for improving customer experience and building lasting customer value. Evidence: Journal of the Association for Information Systems (2021).
- Why does "Employee Experience Systems Drive Customer Equity Through Enhanced Customer Experience Management" matter for design?
- This research highlights a critical, often overlooked, link between internal employee focus and external customer success. By investing in employee experience, organizations can create a more engaged workforce that is better equipped to deliver exceptional customer service, leading to stronger customer relationships and long-term value.
- How can designers apply this research?
- Prioritize the design and implementation of systems that enhance employee experience, as this is a powerful lever for improving customer experience and building lasting customer value.
- What were the main findings?
- Employee Experience Management (EEM) systems have a direct positive effect on Customer Experience Management (CEM).. EEM systems indirectly enhance Customer Equity through their impact on CEM.. Key EEM system affordances supporting CEM include enabling job-crafting, fostering employee innovation, and involving employees in customer experience design.
- What research method was used?
- Quantitative validation of a proposed model..
- How strong is the evidence?
- Evidence strength is rated Strong effect, based on a 2021 journal from Journal of the Association for Information Systems.
- What should I do differently in my next project?
- Develop or refine internal platforms that allow employees to customize their work, contribute ideas, and participate in customer journey mapping and improvement initiatives.
- What are the limitations?
- The study was validated within the hotel industry, and its generalizability to other sectors may vary.