Along with the notion of Experience Economy, Employee experience is defined as what employee received during their interaction with careers’ elements (e.g. firms, supervisors, coworkers, customer, environment, etc.) that affect their cognition and affection and leads to their particular behaviors.[1][2]
Employee Experience Management (EEM) is conceptualized by Abhari as an approach to deliver excellent experience to employee, which leads to the positive customer experience by emphasizing on their experiential needs - like Experiential Marketing for external customers.[3][4]
Harris (2007) hinted, “It [customer experience] begins at the heart of an organization. It begins with employees who are being the strategy and living the brand”. EEM, same as Internal marketing, is an internal approach by focusing on employee (internal customer) prior to external customer.[5] The notion of EEM come from the question that how firms make sure that employee create the desirable customer experience, whenever they interact with customer or provide the information and service to them (Schmitt, 2003, p. 219).[6] Alternatively, utilizing employee in delivering brand value promise is remarkable concern in EEM. EEM also goes beyond standard Human Resource Management by rewarding more employee-experience in form of both professional and personal development (Schmitt, 2003, p. 207).[7]