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The influence of employee engagement on customer experience in business-to business relationships
Includes bibliographical references
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
School of Management Studies
2016
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| _version_ | 1867613221518573568 |
|---|---|
| access_status_str | Open Access |
| author | Hill, Michelle |
| author2 | Human, Gert |
| author_browse | Hill, Michelle Human, Gert |
| author_facet | Human, Gert Hill, Michelle |
| author_sort | Hill, Michelle |
| collection | Thesis |
| description | Includes bibliographical references |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/16531 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:32:41.376Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2016 |
| publishDateRange | 2016 |
| publishDateSort | 2016 |
| publisher | School of Management Studies |
| publisherStr | School of Management Studies |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/16531 The influence of employee engagement on customer experience in business-to business relationships Hill, Michelle Human, Gert Marketing Customer Experience Employee Engagement Includes bibliographical references A customer's overall experience of interaction with a firm can be influenced by a variety of antecedents including employee behaviour, and can affect a variety of constructs including a customer's intention to remain loyal to a firm. The study contributes to the customer experience literature by constructing and empirically testing a theoretical model that integrates the construct of employee engagement as an influencing variable on customer experience in a business-to-business environment. Employee engagement is characterised by the level of engagement an employee depicts through attributes such as vigour, dedication and absorption. The study sampled 106 employee respondents and 1,216 customer respondents of a South African mining and construction firm. The combined dataset of both employee and customer responses was empirically tested using Partial Least Squares Structural Equation Modelling. The research finds a relationship exists between employee engagement and customer experience of employee performance. Additionally, customer experience of employee performance was significantly statistically associated with overall customer experience, a construct focusing on customer experience comparative to competitors and alternate suppliers. The enhancement of understanding of the antecedents of employee engagement and the effect of customer experience on customer loyalty may assist in the development of interventions to address the gaps in the employee-customer encounter. The principle implication emanating from this study is that customer experience, as a construct, should not be ignored, as the inclusion of a customer experience construct may enhance and complement the prediction of customer behaviour, not only in a business-to-business environment. Establishing the positive and negative levels of the required competencies of employees assists in guiding the supervisory performance discussion, subsequent training suggestions and required on-the-ground coaching. 2016-01-25T11:49:21Z 2016-01-25T11:49:21Z 2015 Master Thesis Masters MBusSc http://hdl.handle.net/11427/16531 eng application/pdf School of Management Studies Faculty of Commerce University of Cape Town |
| spellingShingle | Marketing Customer Experience Employee Engagement Hill, Michelle The influence of employee engagement on customer experience in business-to business relationships |
| thesis_degree_str | Master's |
| title | The influence of employee engagement on customer experience in business-to business relationships |
| title_full | The influence of employee engagement on customer experience in business-to business relationships |
| title_fullStr | The influence of employee engagement on customer experience in business-to business relationships |
| title_full_unstemmed | The influence of employee engagement on customer experience in business-to business relationships |
| title_short | The influence of employee engagement on customer experience in business-to business relationships |
| title_sort | influence of employee engagement on customer experience in business to business relationships |
| topic | Marketing Customer Experience Employee Engagement |
| url | http://hdl.handle.net/11427/16531 |
| work_keys_str_mv | AT hillmichelle theinfluenceofemployeeengagementoncustomerexperienceinbusinesstobusinessrelationships AT hillmichelle influenceofemployeeengagementoncustomerexperienceinbusinesstobusinessrelationships |