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

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dc.contributor.authorHavíř, Davidcs
dc.date.issued2019-04-10cs
dc.description.abstractCustomer 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.en
dc.formattextcs
dc.format.extent8282-8296cs
dc.format.mimetypeapplication/pdfcs
dc.identifier.citation33rd IBIMA International Conference 2019. 2019, p. 8282-8296.en
dc.identifier.isbn978-0-9998551-2-6cs
dc.identifier.orcid0000-0002-7150-8456cs
dc.identifier.other157651cs
dc.identifier.researcheridABG-5158-2020cs
dc.identifier.urihttp://hdl.handle.net/11012/195679
dc.language.isoencs
dc.publisherIBIMA Publishingcs
dc.relation.ispartof33rd IBIMA International Conference 2019cs
dc.relation.urihttps://ibima.org/accepted-paper/from-competence-to-experience-employee-centricity-in-the-customer-centric-world/cs
dc.rightsCreative Commons Attribution-NonCommercial-NoDerivatives 4.0 Internationalcs
dc.rights.accessopenAccesscs
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/cs
dc.subjectcustomer experienceen
dc.subjectemployeesen
dc.subjectcompeteneceen
dc.subjecthuman resourcesen
dc.subjectmarketingen
dc.titleFrom Competence To Experience: Employee-Centricity in The Customer-Centric Worlden
dc.type.driverconferenceObjecten
dc.type.statusPeer-revieweden
dc.type.versionpublishedVersionen
sync.item.dbidVAV-157651en
sync.item.dbtypeVAVen
sync.item.insts2025.02.03 15:43:36en
sync.item.modts2025.01.17 18:39:10en
thesis.grantorVysoké učení technické v Brně. Fakulta podnikatelská. Ústav managementucs
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