Prabandhan: Indian Journal of Management

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Design Thinking : A Creative Approach to Develop an Employee Experience Scale


Affiliations
1 Associate Professor, Balaji Institute of Management and Human Resource Development, Sri Balaji University Pune, Survey No. 55/2-7, Tathawade, Opp. Wakad Police Station, Off Pune-Mumbai, Highway, Imm Road, Tathawade, Pimpri-Chinchwad, Pune - 411 033, Maharashtra., India
2 Assistant Professor, Balaji Institute of Management and Human Resource Development, Sri Balaji University Pune, Survey No. 55/2-7, Tathawade, Opp. Wakad Police Station, Off Pune-Mumbai, Highway, Imm Road, Tathawade, Pimpri-Chinchwad, Pune - 411 033, Maharashtra., India
3 Associate Professor, Lexicon Management Institute of Leadership and Excellence Pune - 412 207, Maharashtra., India
     

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The study aimed to develop and empirically validate the construct of employee experience, representing an organization’s ability to manage the employee experience. Organizations that build and work on employee experience develop expertise in deploying resources and routines to understand, evaluate, and improve how they interact with their workforce across all contact points. A rigorous process was employed to identify, operationally define, evaluate, and validate various dimensions reflecting employee experience. The dimensions were developed and validated using design thinking as an approach — focusing on empathy to identify the gains and pains of employees in the education sector. The empirically validated 29-item measurement scale provided practitioners with an approach to evaluate and improve their organization’s employee experience quotient. It permits comparisons of individuals and organizations, enabling competitive benchmarking within and across industry sectors. Developing valid and reliable measurement scales is an essential first step in measuring the experience in an organization. The paper recommended a theoretical foundation for the employee experience construct and authenticated an equivalent measurement scale. The scale was developed prudently to accomplish the specificity required to undertake the meaningful expert-centric valuation. The developed scale permits future intellectual investigation through employee experience evaluations both inside and amongst organizations or sectors.

Keywords

Employee Experience, Scale Development, Competitive Gain, Organization Culture, Design Thinking, Touchpoints, Pain Points, Gain Points

JEI Classification Codes : M10, M59, O15

Paper Submission Date :June 1, 2022 ; Paper sent back for Revision : December 15, 2022 ; Paper Acceptance Date : January 25, 2023 ; Paper Published Online : February 15, 2023

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  • Design Thinking : A Creative Approach to Develop an Employee Experience Scale

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Authors

Rajeshwari Vivek Patil
Associate Professor, Balaji Institute of Management and Human Resource Development, Sri Balaji University Pune, Survey No. 55/2-7, Tathawade, Opp. Wakad Police Station, Off Pune-Mumbai, Highway, Imm Road, Tathawade, Pimpri-Chinchwad, Pune - 411 033, Maharashtra., India
Priyanka Pandita
Assistant Professor, Balaji Institute of Management and Human Resource Development, Sri Balaji University Pune, Survey No. 55/2-7, Tathawade, Opp. Wakad Police Station, Off Pune-Mumbai, Highway, Imm Road, Tathawade, Pimpri-Chinchwad, Pune - 411 033, Maharashtra., India
Ganesh Waghmare
Associate Professor, Lexicon Management Institute of Leadership and Excellence Pune - 412 207, Maharashtra., India

Abstract


The study aimed to develop and empirically validate the construct of employee experience, representing an organization’s ability to manage the employee experience. Organizations that build and work on employee experience develop expertise in deploying resources and routines to understand, evaluate, and improve how they interact with their workforce across all contact points. A rigorous process was employed to identify, operationally define, evaluate, and validate various dimensions reflecting employee experience. The dimensions were developed and validated using design thinking as an approach — focusing on empathy to identify the gains and pains of employees in the education sector. The empirically validated 29-item measurement scale provided practitioners with an approach to evaluate and improve their organization’s employee experience quotient. It permits comparisons of individuals and organizations, enabling competitive benchmarking within and across industry sectors. Developing valid and reliable measurement scales is an essential first step in measuring the experience in an organization. The paper recommended a theoretical foundation for the employee experience construct and authenticated an equivalent measurement scale. The scale was developed prudently to accomplish the specificity required to undertake the meaningful expert-centric valuation. The developed scale permits future intellectual investigation through employee experience evaluations both inside and amongst organizations or sectors.

Keywords


Employee Experience, Scale Development, Competitive Gain, Organization Culture, Design Thinking, Touchpoints, Pain Points, Gain Points

JEI Classification Codes : M10, M59, O15

Paper Submission Date :June 1, 2022 ; Paper sent back for Revision : December 15, 2022 ; Paper Acceptance Date : January 25, 2023 ; Paper Published Online : February 15, 2023


References





DOI: https://doi.org/10.17010/pijom%2F2023%2Fv16i2%2F172730