Service design approaches to drive employee engagement

Abstract

Fostering an organizational culture that builds employee engagement has received increased focus in recent years in the business, management, and organizational communication literature. A novel and promising approach to examine and foster employee engagement is to apply service design principles within an organization with a focus on value co-creation, co-design, and agility in the dimensions of people, technologies, organization, and information. In this paper, we discuss the application of service design approaches to encourage and enhance employee engagement in an industrial setting, the advantages and disadvantages of these approaches, what can be measured in a real-life setting, and future directions and opportunities for this line of research.