Zarządzanie doświadczeniami pracowniczymi: fundamenty teoretyczno-metodologiczne
Employee experience management: theoretical-methodological essentials

Summary/Abstract: The article presents an original conceptualization of employee experience management, primarily in the sales and service sectors, and the methodology of research in a given area. The conception constitutes a part of contemporary economy called “economy of the experience”. Research results indicate that particular consideration should be given to the correlation between employee experience and organizational achievements, including building sustainable competitive advantage and long-term relationships between customers and other organizations. The authors suggest there is a lack of empirical research dedicated to employee experience management, and propose operationalization of this phenomenon as a multidimensional construct covering interaction between employees and the organization, its environment, brand, services or products, presently, in the past, or in the future. Thus, the authors point to the uniqueness and temporal nature of the employee experience, which should go beyond the traditional approach of human resources management focused mainly on skills, competences, talents and attitudes of employees. In authors’ opinion, employee experience should be measured using qualitative methods, which enable capturing the unique and subjective nature of these phenomena. The results of the empirical research on employees experience in the sales and service sectors can provide valuable, practical implications for managers, offering insights into employee experience, but also presenting its predictors and potential methods of influencing employee well-being and efficacy.

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