From Competence To Experience: Employee-Centricity in The Customer-Centric World

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216305%3A26510%2F19%3APU132649" target="_blank" >RIV/00216305:26510/19:PU132649 - isvavai.cz</a>

Výsledek na webu

<a href="https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/" target="_blank" >https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

From Competence To Experience: Employee-Centricity in The Customer-Centric World

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

From Competence To Experience: Employee-Centricity in The Customer-Centric World

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2019

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

33rd IBIMA International Conference 2019

ISBN

978-0-9998551-2-6

ISSN

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e-ISSN

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Počet stran výsledku

15

Strana od-do

8282-8296

Název nakladatele

IBIMA Publishing

Místo vydání

King of Prussia, PA

Místo konání akce

Granada, Spain

Datum konání akce

10. 4. 2019

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000510675604006