دانلود رایگان مقاله لاتین تعامل مشتریان و کارکنان از طریق گیمیفیکیشن از سایت الزویر
عنوان فارسی مقاله:
بازی در: تعامل مشتریان و کارکنان از طریق گیمیفیکیشن
عنوان انگلیسی مقاله:
Game on: Engaging customers and employees through gamification
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بخشی از مقاله انگلیسی:
In this second article, we focus specifically on how gamification efforts can create engaging experiences with the objective of solving organizational problems. In a management context, engagement is a key issue that has, not surprisingly, received considerable attention. Two types of engagement are of particular interest to managers: employee engagement and customer engagement. These topics have been the focus of many research articles, as well as a number of special issues (see Brodie, Ilic, Juric, & Hollebeek, 2013; Saks, 2006). From a psychological standpoint, engagement in an experience comprises the energy, involvement, and efficacy felt by the individual in the experience (Maslach & Leiter, 1997). Employee engagement entails ‘harnessing’ employees to their jobs through their involvement, satisfaction, and enthusiasm for work (Kahn, 1990). Engagement can have impactful implications for managers: it can be positively associated with organizational commitment and organizational citizenship, but also negatively associated with intentions to quit (Saks, 2006). Moreover, increased employee engagement has been linked to increased customer satisfaction (Harter, Schmidt, & Hayes, 2002), which is why itis notsurprising thatitis in the interest of managers to improve internal behavioral attributes. However, achieving high employee engagement is not easy. Customer engagement can be conceptualized as a psychological state that is context dependent and characterized by dynamic iterative processes (Brodie et al., 2013), as well as behavioral manifestations (e.g., providing feedback, writing social media reviews, participating in branded events) beyond merely completing transactions (Hollebeek, 2011; Parent, Plangger, & Bal, 2011). In what follows, we focus on the behavioral manifestations that are key outcomes of gamification that increase organizational and customer value, and discuss measurable outcomes.
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کلمات کلیدی:
Scholarly articles for Engaging customers and employees through gamification … customers and employees through gamification - Robson - Cited by 21 Gamification: designing for motivation - Deterding - Cited by 222 … a game? Understanding the principles of gamification - Robson - Cited by 56 Search Results Game on: Engaging customers and employees through gamification www.sciencedirect.com/science/article/pii/S0007681315000968 by K Robson - 2016 - Cited by 20 - Related articles Aug 29, 2015 - Managers are frequently tasked with increasing the engagement levels of key stakeholders, such as customers and employees. Game on: Engaging customers and employees through gamification econpapers.repec.org/RePEc:eee:bushor:v:59:y:2016:i:1:p:29-36 by K Robson - 2016 - Cited by 20 - Related articles Feb 22, 2017 - Game on: Engaging customers and employees through gamification. Karen Robson, Kirk Plangger, Jan H. Kietzmann, Ian McCarthy and ... [PDF]Game on: Engaging customers and employees through gamification iranarze.ir/wp-content/uploads/2016/10/E2574.pdf BUSHOR-1250; No. of Pages 8. Game on: Engaging customers and employees through gamification. Karen Robson a,*, Kirk Plangger b. , Jan H. Kietzmann a.
