Detail publikace

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

HAVÍŘ, D.

Originální název

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

Typ

článek ve sborníku ve WoS nebo Scopus

Jazyk

angličtina

Originální abstrakt

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.

Klíčová slova

customer experience, employees, competenece, human resources, marketing

Autoři

HAVÍŘ, D.

Vydáno

10. 4. 2019

Nakladatel

IBIMA Publishing

Místo

King of Prussia, PA

ISBN

978-0-9998551-2-6

Kniha

33rd IBIMA International Conference 2019

Strany od

8282

Strany do

8296

Strany počet

15

URL

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

Plný text v Digitální knihovně

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/"
}