Effective Engagement of Field Service Teams

Tanya Alcock and Jonathan Malpass
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Tanya Alcock: Research and Innovation, BT Technology, Services and Operations
Jonathan Malpass: Research and Innovation, BT Technology, Services and Operations

Chapter Chapter 13 in Transforming Field and Service Operations, 2013, pp 199-212 from Springer

Abstract: Abstract Successfully engaging and motivating any work force is vital; how to accomplish such a challenge is the focus of this chapter. It is the shared view of the authors that attaining employee engagement requires a finely tuned mix of actions based upon understanding the workforce from a qualitative and quantitative viewpoint. The qualitative view, based on social science research, reveals insights into peoples’ actions, their behaviours, attitudes and values. The quantitative view provides the essential knowledge and information to facilitate the employee’s job in hand as well as enable the workforce to reach their full potential. This chapter outlines nine components which emerged from this approach, components that any organisation needs to understand and action to influence employee engagement.

Keywords: Interpersonal Relationship; Psychological Contract; Contact Centre; Extrinsic Reward; Employee Engagement (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-44970-3_13

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DOI: 10.1007/978-3-642-44970-3_13

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