Seifu on ebs interview

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Published Sep 27, 2021

Measures of engagement need to be different from measures of satisfaction found in the typical employee opinion survey. Employee feelings of engagement and behavioural engagement relate significantly to market and financial performance, and a measure of engagement targeted on customer service is significantly related to customer satisfaction (Schneider et al., 2009:27). The latter suggests that focused engagement measures may be quite useful as a tactic for assessing engagement in relation to important organizational outcomes such as customer satisfaction, but also perhaps for other outcomes such as innovation and safety (Schneider et al., 2009:27).

2.3.3 Engagement drivers

Schneider et al. (2009:23) defined engagement as having two major components:

• Feelings for engagement - this implies the heightened state of energy and enthusiasm associated with work and the organization.