Publication detail

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

HAVÍŘ, D.

Original Title

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

Type

conference paper

Language

English

Original 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.

Keywords

customer experience, employees, competenece, human resources, marketing

Authors

HAVÍŘ, D.

Released

10. 4. 2019

Publisher

IBIMA Publishing

Location

King of Prussia, PA

ISBN

978-0-9998551-2-6

Book

33rd IBIMA International Conference 2019

Pages from

8282

Pages to

8296

Pages count

15

URL

https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/

Full text in the Digital Library

http://hdl.handle.net/11012/195679

BibTex

@inproceedings{BUT157651,
  author="David {Havíř}",
  title="From Competence To Experience: Employee-Centricity in The Customer-Centric World",
  booktitle="33rd IBIMA International Conference 2019",
  year="2019",
  pages="8282--8296",
  publisher="IBIMA Publishing",
  address="King of Prussia, PA",
  isbn="978-0-9998551-2-6",
  url="https://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/"
}