Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19

IF 1.2 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM
Viola Horváth, Zsófia Kenesei
{"title":"Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19","authors":"Viola Horváth, Zsófia Kenesei","doi":"10.20867/thm.29.2.5","DOIUrl":null,"url":null,"abstract":"Purpose – While customer experience management has become an essential practice for service businesses, employee experience management is a less frequently used tool. This research aims to illustrate how the customer experience mapping approach can be applied as a strategic part of employee experience planning, taking into account tourism-specific HR challenges. Design – Despite the increasing attention given to employee experience in academia, there is a lack of research extending journey mapping to employees and a clear understanding and implementation of the concept in relation to hospitality employment. Methodology – The study includes step-by-step instructions for creating an Employee Experience Journey Map. The action research project is based on interviews with the manager of a 5-star hotel ( HR ) in Budapest. During the joint work with the hotel, the manager gave iterative feedback, so that the Journey Map was continuously improved and completed. Approach – The application of the Employee Experience Journey Mapping concept includes the identification of touch points and critical ‘pain points” and the development of proposed solutions. Findings – The creation of an employee journey map can help determine the steps necessary to reduce turnover intent and improve the employee experience. Originality of the research – The results of the study show that it is important to develop an employee journey based on personas. In addition, it is beneficial for the marketing and HR departments to treat employee experience planning as a joint project.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":null,"pages":null},"PeriodicalIF":1.2000,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism and Hospitality Management-Croatia","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.20867/thm.29.2.5","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0

Abstract

Purpose – While customer experience management has become an essential practice for service businesses, employee experience management is a less frequently used tool. This research aims to illustrate how the customer experience mapping approach can be applied as a strategic part of employee experience planning, taking into account tourism-specific HR challenges. Design – Despite the increasing attention given to employee experience in academia, there is a lack of research extending journey mapping to employees and a clear understanding and implementation of the concept in relation to hospitality employment. Methodology – The study includes step-by-step instructions for creating an Employee Experience Journey Map. The action research project is based on interviews with the manager of a 5-star hotel ( HR ) in Budapest. During the joint work with the hotel, the manager gave iterative feedback, so that the Journey Map was continuously improved and completed. Approach – The application of the Employee Experience Journey Mapping concept includes the identification of touch points and critical ‘pain points” and the development of proposed solutions. Findings – The creation of an employee journey map can help determine the steps necessary to reduce turnover intent and improve the employee experience. Originality of the research – The results of the study show that it is important to develop an employee journey based on personas. In addition, it is beneficial for the marketing and HR departments to treat employee experience planning as a joint project.
员工体验旅程地图:2019冠状病毒病阴影下旅游业吸引人才的新方法
目的-虽然客户体验管理已经成为服务企业的基本实践,但员工体验管理是一个不太常用的工具。本研究旨在说明如何将客户体验映射方法应用于员工体验规划的战略部分,同时考虑到旅游业特有的人力资源挑战。设计——尽管学术界越来越关注员工体验,但缺乏将员工旅程映射到员工身上的研究,也缺乏对酒店业就业概念的清晰理解和实施。方法论-该研究包括创建员工体验旅程地图的一步一步的指导。这个行动研究项目是基于对布达佩斯一家五星级酒店(HR)经理的采访。在与酒店的联合工作中,经理给予迭代反馈,使Journey Map不断完善和完成。方法-员工体验旅程地图概念的应用包括识别接触点和关键“痛点”,并制定建议的解决方案。发现-创建员工旅程地图可以帮助确定减少离职意图和改善员工体验所需的步骤。研究的原创性——研究结果表明,开发基于人物角色的员工旅程是很重要的。此外,将员工体验规划作为一个共同的项目,对市场营销部门和人力资源部门都是有益的。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
Tourism and Hospitality Management-Croatia
Tourism and Hospitality Management-Croatia HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
1.90
自引率
23.10%
发文量
33
审稿时长
15 weeks
期刊介绍: Tourism and Hospitality Management is an international, multidisciplinary, open access journal, aiming to promote and enhance research in all fields of the tourism and hospitality industry. It publishes double-blind reviewed papers and encourages an interchange between tourism and hospitality researchers, educators and managers. Editors of Tourism and Hospitality Management strongly promote research integrity and aim to prevent any type of scientific misconduct, such as: fabrication, falsification, plagiarism, redundant publication and authorship problems. All submitted manuscripts are checked using Crossref Similarity Check (iThenticate). Nurturing a scientifically based approach to research, the journal publishes original papers along with empirical research and theoretical articles that contribute to the conceptual development of tourism and hospitality management. Editors look particularly for articles about new trends, challenges and developments, as well as the application of new ideas that are likely to affect the tourism and hospitality industry. The general criteria for the acceptance of articles are: contribution to the scientific knowledge in the field of tourism and hospitality management, scientifically reliable research methodology, relevant literature review and quality of the English language.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信