EX measurement in organizational contexts has sparked extensive debate. Despite diverse approaches and perspectives illustrating the impact of EX on business outcomes, a notable lack of uniformity persists in the dimensions, methods, and contexts of EX measurement. This chapter critically examines the shortcomings of existing EX measurement strategies and advances a comprehensive, integrated framework to provide organizational leaders with clear guidance to optimize their EX initiatives. By addressing the limitations of current approaches, our proposed framework is aimed at enhancing the effectiveness and relevance of EX practices and fostering a more holistic understanding of EX and its strategic significance in organizations.

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Demonstrating the Impact of EX Through a Holistic Measurement Framework

  • Dieter Veldsman,
  • Marna van der Merwe

摘要

EX measurement in organizational contexts has sparked extensive debate. Despite diverse approaches and perspectives illustrating the impact of EX on business outcomes, a notable lack of uniformity persists in the dimensions, methods, and contexts of EX measurement. This chapter critically examines the shortcomings of existing EX measurement strategies and advances a comprehensive, integrated framework to provide organizational leaders with clear guidance to optimize their EX initiatives. By addressing the limitations of current approaches, our proposed framework is aimed at enhancing the effectiveness and relevance of EX practices and fostering a more holistic understanding of EX and its strategic significance in organizations.