Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19
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 exper...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Faculty of tourism and hospitality management
2023-04-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol29no2/5_Horv_th_Kenesei |
| _version_ | 1797794555000520704 |
|---|---|
| author | Viola HORVÁTH Zsófia Kenesei |
| author_facet | Viola HORVÁTH Zsófia Kenesei |
| author_sort | Viola HORVÁTH |
| collection | DOAJ |
| description | 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 |
| first_indexed | 2024-03-13T03:03:31Z |
| format | Article |
| id | doaj.art-4aedc98a8f074b6abc908a95ae13b168 |
| institution | Directory Open Access Journal |
| issn | 1330-7533 1847-3377 |
| language | English |
| last_indexed | 2024-03-13T03:03:31Z |
| publishDate | 2023-04-01 |
| publisher | Faculty of tourism and hospitality management |
| record_format | Article |
| series | Tourism and Hospitality Management |
| spelling | doaj.art-4aedc98a8f074b6abc908a95ae13b1682023-06-27T09:03:07ZengFaculty of tourism and hospitality managementTourism and Hospitality Management1330-75331847-33772023-04-0129220921910.20867/thm.29.2.5Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19Viola HORVÁTH0https://orcid.org/0000-0001-7168-3513Zsófia Kenesei1https://orcid.org/0000-0002-1908-8300Corvinus University of Budapest Institute of Sustainable Development Fővám tér 8. (building E), Budapest, 1093, HungaryCorvinus University of Budapest Institute of Marketing and Communication Sciences Fővám tér 8. (building E), Budapest, 1093, HungaryPurpose – 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 projecthttps://thm.fthm.hr/images/issues/vol29no2/5_Horv_th_Keneseiemployee experienceaction researchemployee journeycovid-19tourism & hospitality industry |
| spellingShingle | Viola HORVÁTH Zsófia Kenesei Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 Tourism and Hospitality Management employee experience action research employee journey covid-19 tourism & hospitality industry |
| title | Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 |
| title_full | Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 |
| title_fullStr | Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 |
| title_full_unstemmed | Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 |
| title_short | Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19 |
| title_sort | employee experience journey mapping a new approach to attracting talent in the tourism sector in the shadows of covid 19 |
| topic | employee experience action research employee journey covid-19 tourism & hospitality industry |
| url | https://thm.fthm.hr/images/issues/vol29no2/5_Horv_th_Kenesei |
| work_keys_str_mv | AT violahorvath employeeexperiencejourneymappinganewapproachtoattractingtalentinthetourismsectorintheshadowsofcovid19 AT zsofiakenesei employeeexperiencejourneymappinganewapproachtoattractingtalentinthetourismsectorintheshadowsofcovid19 |