Measuring the Benefits of Employee Engagement Harvard Case Solution & Analysis

For the last two decades, worker engagement really has been a subject of interest both in the academic literature and among supervisors. Throughout the years, the media and academia have paid close attention to various customer-driven strategies - aimed at enhancing measures like customer satisfaction, customer loyalty and business gains. However, in recent years, the focus has changed. Though the ability to deliver a good product or service to customers who will willingly pay for it is still seen as the essential ingredient to success and need it, there's a growing interest in understanding the effect of workers on the bottom line. Companies that consider investing in better-trained and more service-oriented work forces should not be any surprise.

Measuring the Benefits of Employee Engagement Case Study Solution 1

With globalization, technical progress and increasing competition, many firms, especially those selling services, have come to realize that worker costs are more than a price: Employees are the face of the company and originators of innovation and knowledge. They speak with customers and create continuing brand impressions. They personify the service philosophy of the company's and are expected to live by its culture and values. Exceptional service can be a competitive advantage while the products and services many firms offer can seem quite similar on the surface. Competing through service is just possible when the organization treats its workers as a useful resource. Howard Schultz further said: "[Workers] are the actual ambassadors of our brand, the real retailers of love story and theatre, and as such the primary catalysts for pleasing customers."

This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE

PUBLICATION DATE: July 01, 2015 PRODUCT #: SMR524-PDF-ENG

 

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