Employee digital experience management utilizing a taxonomy-based approach within the banking sector

Subject Areas : human resource management

Abdulhamid Moslinejad ¹ , Mohammad Reza Dalvi ^{2 *} , Saied Aghasi ³

1 -
2 - Associate Professor, Department of Management, Dehaghan Branch, Islamic Azad University, Dehaghan, Iran.
3 - Assistant Professor, Faculty of Management, Islamic Azad University, Dehaghan Branch

Received: 2024-10-23 Accepted : 2024-12-17 Published : 2025-05-05

Keywords: experience management, digital employee experience, taxonomy methodology,

Abstract :

Background and purpose: Understanding the management of employee digital experience and its influence on enhancing organizational performance is of significant importance. The objective of this study is to propose a model for employee digital experience management utilizing a taxonomy-based approach within the banking sector.

Research method: This study was conducted employing an exploratory mixed-methods approach alongside a taxonomy methodology. The taxonomy framework serves as a model that systematically categorizes and organizes the various components and their configurations involved in managing employees' digital experience. In the qualitative phase, data collection was carried out through semi-structured interviews. The data obtained from interviews conducted with fourteen researchers and professors specializing in marketing, digitalization, customer relations, and employee experience were analyzed through three sequential stages: initial coding, axial coding, and theoretical coding. In the quantitative phase, a sample of 384 individuals from the target population was selected based on the predetermined minimum sample size. Data analysis was performed using exploratory and confirmatory factor analysis techniques, employing SPSS version 25 and AMOS version 24 Software. Subsequently, the identified factors were prioritized using a taxonomy-based ranking approach.

Findings: Six broad categories were identified within the model, namely: digital competencies; digital organizational culture; digital policies; challenges associated with digitalization; experience-oriented employees; and bank management.

Conclusion: Success in the digital era for financial institutions relies on the transformation of work activities within digital workplaces and emphasizes enhancing the employee experience.

References:

Asadi, M., & Shamizanjani, M. (2022). Providing a framework for evaluating the digital maturity of organizations. Smart Business Management Studies, 11(42), 37-70 [In Persian]. https://doi.org/10.22054/ims.2023.15514
Alizadeh Moghadam, S., Kurd Naij, A., Khodadad Hosseini, H. & Mohammadian, A. (2023). Conceptual model of digital transformation strategy formation in clothing retail organizations. Quarterly Scientific Research Journal of Entrepreneurship Development. Ready to publish [In Persian]. https://doi.org 10.22059/jed.2023.366608.654278
Althabhawee, A. A. K., & Saeed, Z. M. H. (2024). Digital human resources management and its role in enhancing career agility: A research study that analyzes the viewpoints of a sample of employees at many private banks in the Najaf governorate. In AIP Conference Proceedings, 3092(1), AIP Publishing.‏ https://doi.org/10.1063/5.0199664
Aripin, Z., Matriadi, F., & Ermeila, S. (2024, February). Optimization of worker work environment, robots, and marketing strategy: The impact of digital-based spatiotemporal dynamics on human resource management. In Journal of Jabar Economic Society Networking Forum, 1(3), 33-49.‏ https://doi.org Creative Commons Attribution-ShareAlike 4.0 International License.
Baykal, E. (2022). Digitalization of human resources: E-HR. Research Anthology on Human Resource Practices for the Modern Workforce (pp. 200-218). IGI Global. https://www. 10.4018/978-1-7998-0035-4.ch013
Bersin, J., Flynn, J., Mazor, A., & Melián, V. (2017). The Employee Experience: Culture, Engagement and beyond, Deloitte, p 1-10.
Chapano, M., Mey, M. R., & Werner, A. (2023). Perceived challenges: Unfounded reasons for not forging ahead with digital human resource management practices. SA Journal of Human Resource Management, 21, 13.‏ https://hdl.handle.net/10520/ejc-sajhrm_v21_n1_a2085
Clivaz, C. (2020). Digitized and digitalized humanities: Words and identity. In Atti del IX Convegno Annuale AIUCD. La svolta inevitabile: sfide e prospettive per l'Informatica Umanistica (pp. 67-73).‏ https://doi.org 10.6092/unibo/amsacta/6316.
Cui, J., Wan, Q., Wang, W., Hu, S., Gan, Z., & Ning, Z. (2024). Research on Alibaba company’s Digital Human Resource management and Recruitment Information Platform: A systematic case study. International Journal of Global Economics and Management, 2(3), 162-172.‏ https://doi.org/10.62051/IJGEM.v2n3.17
Dery, K., Sebas tian, I. M., & van der Meulen, N. (2017). The Digital Workplace is Key to Digital Innovation. MIS Quarterly Executive, 16(2). 1-19. https:/ https://aisel.aisnet.org/misqe/vol16/iss2/4
Feliciano-Cestero, M. M., Ameen, N., Kotabe, M., Paul, J., & Signoret, M. (2023). Is digital transformation threatened? A systematic literature review of the factors influencing firms’ digital transformation and internationalization. Journal of Business Research, 157, 113546.‏ https://doi.org/10.1016/j.jbusres.2022.113546
Hidayat, M., Adiazmil, S. A., & Basuil, D. A. (2024). Strategic Human Resource Planning in the Era of Digital Transformation. Management Studies and Business Journal (PRODUCTIVITY), 1(1), 130-137. https:// DOI: https://doi.org/10.62207/q7158p72
Kheder, Y., Shami Zanjani, M. (2021). Providing a conceptual framework for employee digital experience. Iranian Journal of Management Studies, 14(4), 669-680 [In Persian]. https://civilica.com/doc/1124161
Khodadadi, A. R., & Abbaspour, A. (2022). Digital governance modeling in virtual organizations in the public sector, a case study of the Social Security Insurance Organization. Iranian Political Sociology Monthly, 5(12), 3231-3246 [In Persian]. 10.30510/PSI.2022.339758.3407
Morgan, J. (2017). The employee experience advantage: How to win the war for talent by giving . Wiley Publisher. Nelson & Doman. Employee experience (How to build an EX-centric organization). KennedyFitc. Zurich.
Nelson, E., & Doman, H. O. (2017). Employee Experience (How to Build an EX-Centric Organization), Zurich: KennedyFitch, p 3-5.
Queiroz, M. M., Fosso Wamba, S., Machado, M. C., & Telles, R. (2020). Smart production systems drivers for business process management improvement: An integrative framework. Business Process Management Journal, 26(5), 1075-1092.‏ https://doi.org/10.1108/BPMJ-03-2019-0134
Raia, M. (2017), "Providing a better digital experience for employees", Strategic HR Review, 16(2), 71-75. DOI:10.1108/SHR-01-2017-0004
Rosemann, M. (2019). Structuring in the Digital Age. In Katrin Bergener, Michael Räckers, Armin Stein (Eds.): The art of structuring. Bridging the gap between information systems research and practice / editors, Katrin Bergener, Michael Räckers and Armin Stein. Cham, Switzerland: Springer.
Sage People Group. (2018). Why your workforce isn’t working. SagePeople, pp. 2-7.
Schallmo, D., Williams, C. A., & Lohse, J. (2018). Clarifying Digital Strategy–Detailed Literature Review of Existing Approaches. In ISPIM Conference Proceedings (pp. 1-21). The International Society for Professional Innovation Management (ISPIM). 1-22.
Shwedeh, F., Aburayya, A., & Mansour, M. (2023). The Impact of Organizational Digital Transformation on Employee Performance: A Study in the UAE. Migration Letters, 20(10), 1260-1274.‏ https://doi.org/10.59670/ml.v20iS10.5710
Sorofman, Jake. (2014). Gartner Surveys Confirm Customer Experience Is the New Battlefield.
Tabrizi, B, Lam, E, Girard, K, & Irvin, V. (2019). Digital Transformation Is Not About Technology. Retrieved from Harvard Business Review website: ttps://hbr.org/2019/03/digital-transformation-is-notabout- technology
Telukdarie, A., Dube, T., Matjuta, P., & Philbin, S. (2023). The opportunities and challenges of digitalization for SME's. Procedia Computer Science, 217, 689-698.‏ https://doi.org/10.1016/j.procs.2022.12.265
Wang, H., Feng, J., Zhang, H., & Li, X. (2020). The effect of digital transformation strategy on performance: The moderating role of cognitive conflict. International Journal of Conflict Management, 31(3), 441-462.‏ https://doi.org/10.1108/IJCMA-09-2019-0166
Westerman, G., Bonnet, D., & McAfee, A. (2014). Leading Digital: Turning Technology into Business Transformation, Harvard Business Review Press, 11(1), 1-8. https://www.scirp.org/reference/referencespapers?referenceid=3404468
Wigston, S. (2019). 3 Reasons Why Digital Transformation is About People, Not Technology.
Yao, A., Wu, J., & Cai, Z. (2024, January). An Empirical Study on the Influence Factors of Digital Human Resource Management on Deviant Innovation. In Proceedings of the 3rd International Conference on New Media Development and Modernized Education, NMDME 2023, October 13–15, Xi’an, China.‏ http://dx.doi.org/10.4108/eai.13-10-2023.2341271
Zavyalova, E., Sokolov, D., Kucherov, D., & Lisovskaya, A. (2022). The digitalization of human resource management: Present and future. Foresight and STI Governance, 16(2), 42. DOI: 10.17323/2500-2597.2022.2.42.51