Building a Framework To Measure Employee Experience: A Study Of Portuguese Organisations

Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence In recent years, employee experience (EX), its design, measurement, and management, have been identified as a priority for many organisations. In addition, EX has been linked to other key organisational topics like performance, retention, employer brand and attraction. This study aimed to explore and identify the factors that influence employee experience and, therefore, should be monitored by organisations. Therefore, a Design Science Research (DRS) methodology was selected. As a result, an artefact was developed which was based on scientific and practitioners’ knowledge in an effort to bridge the gap between academia and market practices. This was achieved by consolidating current employee experience literature and adapting marketing and customer experience-related concepts into a framework. It establishes a correlation between organisational practices, employee experience, and each employee’s perceived experience. In addition, this framework is comprised of items that can be integrated into organisational pulse surveys to enable EX measurement. To validate this framework, an evaluation via semi-structured interviews was then conducted with subject-matter experts who exercise senior HR-related roles in organisations operating in Portugal. Afterwards, the expert’s insights were analysed and then used to enrich the proposed framework. This dissertation contributes to employee experience literature as it developed foundational work regarding EX measurement, which can be applied in organisations. In addition, it can serve as a basis for future work regarding employee experience.