Employee Engagement & Commitment – Background
Employee satisfaction research, a tool used by organizational psychology and organization development professionals, has a long history in the human resources management field.
Historically, job satisfaction was viewed as the key driver of employee performance. Today, we talk about employee engagement and employee commitment instead of job satisfaction and the organizational climate.
In some businesses, this research is actually conducted outside of HR departments in light of its link to customer loyalty and business outcomes. More than ever, companies are utilizing marketing research firms to conduct employee surveys. Researchers can introduce new analytical tools and techniques to provide human resources managers with tactical and strategic guidance.
Approach
Market Probe's core competency in customer satisfaction and loyalty research offers clients a more practical approach to understanding what drives employee performance. We apply the same tools and models to interpret employee feedback as we do with the analysis and interpretation of customer satisfaction.
Consider Market Probe's distinction between employee engagement and employee commitment. Engagement measures employees' attitudes toward their jobs while commitment measures their attitudes toward the organization.
Supervisors and managers can influence the level of engagement of their direct reports while commitment to an organization is often influenced by the leadership of the organization.
Separating the two constructs is critical to enhancing the efforts of the organization to build both engagement and commitment. Productive employees who exhibit high levels of engagement in their jobs have job equity. Highly engaged employees who demonstrate significant commitment to their employers have company equity. Job equity and company equity are the two constructs in Market Probe's employee equity system.
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Based on both job and company equity metrics, Market Probe offers real solutions for improvement. This matrix-based approach offers more action-oriented information for our clients.
High levels of engagement and commitment reduce employee turnover and work-related accidents, and they improve productivity and product innovation. When adopted by the customer contact staff, they will improve customer experiences at various touchpoints and enhance customer loyalty. Both of these efforts improve business profitability.
